Director of Customer Success Management

Position Overview: 

Kryterion is seeking a dynamic and strategic Sr. Director/Director of Customer Success
Management to lead and elevate our customer success initiatives. In this pivotal role, you will be responsible for driving client retention, satisfaction, and growth by serving as the key escalation point for enterprise clients while overseeing a high-performing team of Customer Success Managers (CSMs). 

Working closely with the Chief Customer Success Officer (CCSO), you will set and execute strategic goals to optimize our client relationships, ensuring seamless service delivery and the ongoing success of our certification clients. This is a leadership role where you will influence both internal teams and client outcomes, playing a critical part in the continued growth of Kryterion’s global customer base. 

Key Responsibilities: 

• Leadership & Team Management: 
  Lead, mentor, and inspire a subset of the CSM team, particularly those managing enterprise and high-potential clients. Provide guidance on goal setting, performance management, and professional development to ensure your team delivers world-class customer success outcomes. 

• Strategic Client Management: 
  Partner with the CCSO to establish and execute objectives that align with Kryterion’s growth strategy. Represent the voice of the customer at the executive level and champion client needs across the company. 

• Client Retention & Growth: 
  Implement innovative strategies to retain and expand our enterprise and high-potential clients, ensuring the delivery of value-added services. Identify and capitalize on upselling opportunities, driving additional revenue while ensuring client satisfaction. 

• Relationship Building & Escalation Management: 
  Build and nurture strong relationships with key client stakeholders. Serve as the principal escalation point for assigned clients and a secondary contact for all Kryterion clients, ensuring swift resolution of issues and continuous improvement. 

• Service Excellence: 
  Collaborate with cross-functional teams to ensure that services are delivered efficiently and meet client expectations. Conduct Executive Business Reviews, manage project kickoffs, and ensure timely delivery of all client-facing initiatives. 

• Contract & Billing Oversight: 
  Review and manage client contracts to ensure accuracy in billing and compliance with service delivery agreements. Partner with the Accounting and Finance teams to resolve discrepancies and communicate updates to clients as needed. 

• Client-Centric Innovation: 
  Identify opportunities for product enhancements based on client feedback and market demands. Actively contribute to process improvement initiatives and collaborate with internal teams to enhance service and improve client NPS. 

• Cross-Functional Collaboration: 
  Work closely with teams across engineering, product management, finance, and test delivery services to resolve escalated client issues and improve operational processes. 

Qualifications: 

Education: 

• Bachelor’s degree in a relevant field preferred, or equivalent combination of education and experience (8 years required). 

• Master’s degree is a plus. 

• PMP certification is a plus. 

Experience/Skills: 

• 10 years of experience in Project Management, Consulting, or Customer Success Management. 

• 8 years of client-facing account management experience, with a strong technical understanding. 

• Demonstrated success in leading and developing high-performing teams including 5 years of direct people management  

• Experience in the testing or certification industry is highly preferred. 

• Proven success in managing and growing enterprise client relationships. 

• Exceptional communication, negotiation, and conflict resolution skills. 

• Strong business acumen with the ability to translate client needs into actionable outcomes. 

• Experience implementing or optimizing Customer Success technologies such as Gainsight or similar 

• Demonstrated ability to lead change and scale global customer success operations in a growing organization 

• Ability to manage multiple priorities in a fast-paced, results-driven environment.
  Expertise with web-based software and hosted applications. 

• Strong proficiency in Microsoft Excel, Word, Project, and Outlook. 

• Experience with Hubspot, Salesforce or similar customer management platform 

Why Join Kryterion? 

At Kryterion, we are driven by a shared mission to help our clients achieve success through innovative, secure, and scalable certification solutions. As part of our team, you will have the opportunity to lead impactful initiatives, work with diverse clients, and be a key contributor to our company’s growth. We are committed to fostering a culture of collaboration, continuous improvement, and empowerment, where your ideas and leadership will help shape the future of our customer success function. 

Kryterion Core Values: 

• We own it. 

• We are one team. 

• We listen and learn from each other. 

• We face challenges with optimism. 

• We continuously improve. 

• We build trust. 

• We help our customers succeed. 

If you are a strategic leader with a passion for delivering exceptional client experiences and a desire to be part of a forward-thinking, innovative company, we encourage you to apply.