Sr Director Customer Success

Pay Rate Low: 175000 | Pay Rate High: 225000

Director of Customer Support – North America

Location: Durham, NC (Hybrid, 2–3 days onsite)

Compensation: $175,000–$225,000 base salary 20% annual bonus

Note: does not include equity or stock options.

About The Role

We are seeking a transformative, long‑term leader to serve as the Senior Director of Customer Support. This is a critical leadership position responsible for merging two customer support organizations following a recent acquisition and redefining how support operates across the region.

Key Responsibilities

• Lead the transformation of the North American support organization from reactive firefighting to a proactive, predictive support model.
• Reduce support demand through root‑cause analysis, process improvements, and continuous team upskilling.
• Manage, mentor, and develop a high‑performing team of 90–110 professionals, including 5–10 direct reports.
• Build a culture of accountability, excellence, and career progression across the organization.
• Collaborate effectively within a global, matrixed environment, influencing product, engineering, and account management teams to resolve systemic client issues.
  
  

Role Requirements

• Bachelors Degree required
• 7 years of progressive leadership experience preferably within life science industry or a software company.
• 10 years of experience navigating complex matrix environments and at least 7 years working within highly structured, multi‑layered organizational charts.
• Direct leadership experience managing direct reports and an organization 80 indirect reports supporting clients.
  
  

***This job description is a complete list of all desired skills but not all are required. We strongly encourage candidates who have some of the skills to apply. We look forward to a conversation to learn more about you!***