What are the responsibilities and job description for the Director, Customer Success position at DWYER INSTRUMENTS, LLC?
Description
The Director of Customer Success is accountable for both customer satisfaction and commercial expansion across our existing accounts. This role oversees a cross-functional organization that includes Account Management, Technical Support, Field Service, Production, and Calibration.
The Director ensures our customers receive world-class service, while also driving revenue growth through renewals, upgrades, and expanded product adoption. Success in this role requires strong leadership, operational discipline, and a commercial mindset.
Key Responsibilities
- Lead and develop the Customer Success organization, including Account Managers, Technical Support, Field Service, Production, and Calibration teams.
- Drive retention, renewals, and account expansion, ensuring that customer satisfaction directly contributes to company revenue goals.
- Partner with Sales and Product Management to align service delivery with business strategy and product roadmap.
- Establish metrics and KPIs for customer satisfaction, service performance, and account growth.
- Coach Account Managers to identify upsell and cross-sell opportunities within their assigned accounts and to leverage internal technical teams effectively.
- Oversee resolution of complex customer issues, ensuring timely and professional responses across all support functions.
- Collaborate with Production and Calibration to prioritize customer orders, manage schedules, and maintain high-quality standards.
- Implement scalable processes for onboarding, support, and lifecycle management to enhance the overall customer experience.
- Represent the voice of the customer internally, influencing continuous improvement in product design, service quality, and business operations.
Requirements
- Bachelor’s degree in Business, Engineering, Life Sciences, or related field; MBA or equivalent leadership experience preferred.
- 10 years of experience in Customer Success, Account Management, or Operations Leadership, with at least 5 years managing multi-disciplinary teams.
- Proven success in driving customer retention and account growth in a technology or IoT-based business; MedTech or laboratory environment experience strongly preferred.
- Strong leadership and communication skills with a demonstrated ability to inspire and align cross-functional teams.
- Data-driven mindset with experience using CRM, analytics, and KPI dashboards to manage performance.
- Strategic thinker with hands-on execution skills—comfortable operating in both boardroom discussions and day-to-day operations.