Director, Technology Customer Success

Customer Success and Delivery Director

Role Description:

As a Customer Success and Delivery Director, you will be responsible for leading the successful onboarding, implementation, and ongoing success of our CRE Asset Management SaaS platform. Acting as the primary post-sales point of contact for our customers, you will ensure that they realize the full value of our solution while maintaining a high level of engagement and satisfaction.

This role requires a strategic, customer-focused, and delivery-oriented approach, balancing proactive relationship management with hands-on project execution. You will collaborate closely with internal and external stakeholders, manage project timelines and resources, and oversee the seamless integration and adoption of our platform.

This position reports to the Head of Sales and Customer Success and works closely with the sales, delivery, engineering, and product teams to ensure customer success and drive long-term growth.

Responsibilities:

• Own and oversee the entire post-sales customer journey, including kickoff, onboarding, training, engagement, issue resolution, expansion, and renewal.
• Assess customers’ business and technical requirements to confirm our SaaS platform’s suitability and identify necessary customizations, integrations, and configurations.
• Lead project delivery, ensuring the seamless setup, implementation, and deployment of our solution while managing risks and maintaining high-quality standards.
• Act as the primary relationship owner, proactively engaging with customers to ensure value realization, product adoption, and long-term success.
• Drive internal and external collaboration, working closely with cross-functional teams to align customer needs with product capabilities and ensure smooth integration of data and systems.
• Monitor customer engagement and usage data, conducting regular check-ins and Quarterly Business Reviews (QBRs) to track performance and identify upsell or expansion opportunities.
• Serve as the customer advocate, capturing feedback and sharing insights with product and engineering teams to improve our platform.
• Stay informed of industry trends and best practices, proactively recommending enhancements to improve both our platform and internal processes.
  
  

Requirements:

• Based in the U.S. (East Coast preferred).
• 4 years of experience in customer success, implementation, and delivery of technology solutions, preferably within SaaS, PropTech, or FinTech.
• Commercial real estate (CRE) industry experience is a strong plus.
• Proven expertise in project management principles, tools, and methodologies, including onboarding, system deployment, and customer training.
• Excellent stakeholder management and communication skills, with the ability to build strong relationships, coordinate across teams, solve complex and sensitive client-facing problems and influence decision-making.
• Highly organized and detail-oriented, with the ability to manage multiple customers and projects simultaneously while maintaining a customer-first approach.
• Strong problem-solving and analytical skills, capable of proactively identifying issues and opportunities for improvement.
• Tech-savvy, comfortable working with SaaS platforms, data integrations, and analytics tools.