What are the responsibilities and job description for the Director of Customer Success position at Edison Smart®?
Salary: Competitive Bonus
Location: Atlanta, Georgia, United States (Hybrid)
Industry: IoT / Telecommunications / Connectivity
About the company
Edison Smart are partnered with a rapidly growing IoT SaaS business transforming enterprise connectivity through innovative software and managed connectivity solutions. As the company continues to scale, they are investing in a customer-first strategy that combines technology, AI, and operational excellence to deliver an exceptional customer experience. This is a unique opportunity to build and lead the entire post-sales customer function, driving customer retention, expansion, and long-term business growth in a high-growth technology environment.
Responsibilities:
- Build and lead the end-to-end Customer Experience function across Customer Success and Support
- Develop customer onboarding, adoption, retention, renewal, and expansion strategies
- Drive customer health programmes and executive business reviews for key accounts
- Lead AI-enabled customer support initiatives and digital self-service capabilities
- Oversee knowledge management, customer education, and AI-assisted support tools
- Establish customer support processes, escalation frameworks, and operational governance
- Capture Voice of the Customer insights to influence product development and business strategy
- Develop customer success metrics including retention, adoption, NPS, CSAT, and customer health
- Partner closely with Sales, Product, Engineering, Marketing, and Operations to improve customer outcomes
- Lead and develop both onshore and offshore customer-facing teams
Key Requirements:
- Proven leadership experience within Customer Success, Customer Experience, or Customer Operations
- Background in high-growth SaaS, IoT, telecommunications, or technology businesses
- Experience building and scaling customer success functions and operating models
- Strong understanding of customer retention, expansion, onboarding, and lifecycle management
- Experience implementing AI, automation, or digital self-service within customer operations
- Demonstrated ability to manage cross-functional stakeholders and executive customer relationships
- Experience leading distributed or offshore customer support teams
- Strong analytical mindset with experience using customer success metrics to drive business decisions
- Excellent communication, leadership, and organisational skills
- Experience within IoT, connectivity, wireless, or enterprise technology is highly desirable