Director of Customer Success

Summary

Join Aperia, a leader in innovative hardware and data analytics solutions for commercial vehicle fleets, as the Director of Customer Success! This remote position leads a high-performing team (~20 individuals) in building scalable, customer-centric processes. You will collaborate cross-functionally, manage hardware installations, optimize customer onboarding and support, and drive operational improvements. The role requires strong leadership, operational management experience (5+ years), and excellent communication skills. A competitive salary ($150,000-$185,000 base) and additional compensation are offered.

Requirements

• Proven experience (5+ years) in operations management, preferably in a customer-facing role in a IoT or hardware company
• Strong leadership and team-building skills, with experience managing teams of 10+ people
• Process-driven mindset with a focus on creating scalable and efficient systems
• Excellent communication and interpersonal skills, with the ability to engage effectively with customers and internal stakeholders
• Strategic thinking and problem-solving skills, with the flexibility to adapt to a fast-paced, dynamic environment
• Familiarity with hardware/software deployment and onboarding processes is a must
• Bachelor’s degree in business, engineering, operations, or a related field

Responsibilities

• Advance Aperia’s vision for a world-class customer experience as the leader accountable for driving excellence and scalability across customer support, field operations, and solutions engineering functions
• Collaborate with cross-functional teams, including sales, product management, operations, and engineering, to align product deployment and support strategies with company goals and ensure the realities of the everyday customer experience is felt throughout the organization
• Develop a cohesive team culture to foster tight team collaboration, attention to detail, and a fervent drive for customer delight
• Drive a team of ~20 individuals, with 7-9 direct reports, including technicians, project managers, support staff, and solutions engineers
• Build and develop a high-performing team, focusing on recruitment, onboarding, coaching, and career development
• Oversee the planning and execution of hardware installations on commercial trucks and trailers, ensuring process efficiency and high-quality outcomes
• Establish and optimize processes for customer training, onboarding to software services, and post-deployment support
• Drive operational improvements to enhance customer satisfaction and retention
• Design and implement scalable processes that enable efficient installations, training, and support as the business grows
• Develop and monitor KPIs to measure team performance and operational effectiveness, ensuring continuous improvement
• Act as a key point of escalation for customer issues, working to resolve challenges swiftly and effectively
• Partner with solutions engineering to deliver impactful reports and presentations for customer pilots and quarterly business reviews
• Manage budgets and resources effectively, balancing operational needs with business priorities
• Identify and implement tools and technologies to improve team productivity and customer outcomes

Preferred Qualifications

• Experience in heavy-duty trucking, automotive, or related industries is a bonus
• An MBA is a plus

Benefits

• Equity
• Bonuses
• Stipends
• Medical
• Dental
• Vision
• 401-k
• Long-term disability insurance