Director, Customer Success

Summary

Join Transfr, a company focused on creating career pathways through immersive training simulations, as the Director of Customer Success. Lead and mentor a team of Team Leads and Customer Success Managers (CSMs), overseeing customer onboarding, support, and relationship growth. This strategic role is crucial for customer retention, satisfaction, and expansion, directly impacting both client success and company growth. The position requires collaboration with the Regional VP, implementing customer success strategies, and managing a significant book of business. Up to 50% travel is required, and the role is based in the Western US. The Director will report to the Regional VP of Customer Success, West.

Requirements

• Minimum of 8 years of experience in customer success or account management
• Minimum of 4 years of people management experience
• Exceptional prioritization and organizational capabilities to manage all aspects of a $10M+/- book of business
• Ability to work independently and manage multiple customer relationships simultaneously
• Technically adaptive with capability to learn new solutions, features/functionality, and communicate those in a value-added way to customers
• Adept in identifying customer risks and proactively engaging customers to equip them with solutions
• Strong presentation, negotiation, problem-solving and analytical skills
• Proven track record of consistently exceeding objectives - self-motivated, and driven by results
• Willingness to travel up to 50% of the time
• Success of CSMs and/or Associate CSMs under their management
• Customer health and retention within the BoB of team members
• Revenue growth (through upsells and renewals) within the BoB of team members
• Team customer satisfaction, measured through PL Surveys, CSAT and NPS scores

Responsibilities

• Collaborate with the RVP to tailor and implement the customer success strategy to meet regional objectives on product adoption, churn reduction and expansion opportunities
• Recruit, onboard, coach, and lead Team Leads, and teams of CSMs, and/or Associate CSMs to ensure they meet customer success targets related to retention, satisfaction, and business growth
• Manage on-time renewals, and identify opportunities for upselling within the defined Team
• Establish clear performance metrics (e.g., NPS, CSAT, retention rates) and ensure regular reporting to executive leadership with actionable insights
• Segment customer base and tailor engagement strategies to meet diverse needs and maximize value with particular attention to high-profile and strategic accounts
• Work with cross-functional teams to advocate for customer needs, including recommending product improvements or new features based on feedback

Benefits

• Commission
• Stock options
• 401(k)
• Paid vacation and sick time
• Medical/dental/vision insurance