Director of Customer Success

Overview

The Director of Customer Success will strategically lead and scale our customer-facing functions, ensuring excellence in customer support, driving customer growth, retention, and satisfaction. This role requires a seasoned leader with proven experience in customer lifecycle management, customer success strategies, and building high-performing support teams.

Responsibilities & Duties

• Strategic Leadership & Vision

  • Develop and execute a cohesive customer success and service strategy aligned with company growth objectives.

  • Map customer journeys and lifecycle to identify opportunities for value creation, increased retention, and strategic growth.

  • Partner cross-functionally to ensure customer insights inform product and business strategy.

  • Ensure clarity in role delineation between customer service (reactive support) and manufacturing success (proactive growth).

  • Highlight the importance of balancing customer advocacy with business profitability.

  • Emphasize the candidate’s ability to influence broader business strategy through customer insights, moving beyond traditional customer service roles to act as a strategic partner.

• Customer Success & Growth

  • Design and implement scalable processes for onboarding, adoption, retention, upsell, and renewal.

  • Create structured playbooks for customer segmentation, proactively identifying opportunities for expansion and mitigating churn risks.

  • Champion the integration of customer support insights into strategic account planning and revenue forecasting.

• Operational Excellence

  • Establish and monitor KPIs (Net Revenue Retention, Customer Satisfaction Scores, Churn Rate, Upsell & Cross-sell Targets).

  • Lead continuous improvement initiatives to enhance customer service effectiveness and efficiency.

  • Develop rigorous processes for handling and resolving customer issues swiftly and effectively, turning service interactions into loyalty-building moments.

• Team Leadership & Development

  • Recruit, mentor, and lead a high-performing Customer Success and Customer Support team.

  • Foster a culture of accountability, continuous learning, and customer-centric innovation.

  • Define clear roles and responsibilities, establishing career paths and growth opportunities for team members.

• Customer Advocacy & Feedback Integration

  • Serve as a passionate advocate for customers internally, influencing product roadmap and business decisions.

  • Implement systematic feedback loops, translating customer data into actionable insights for continuous improvement.

Minimum Qualifications & Skills

• 8+ years of progressive experience in customer success, customer service, or related roles, with a proven track record of leading technical customer-facing teams.

• Demonstrable success in driving customer growth, satisfaction, and retention, especially within a SaaS or tech-oriented environment.

• Expertise in developing comprehensive customer strategies, including experience building customer success frameworks from the ground up.

• Strong analytical skills, with experience in interpreting data to drive customer-focused decisions.

• Proven leadership capabilities with exceptional communication, influencing, and stakeholder management skills.

Desired Qualifications:

• Familiarity with advanced customer success technologies, CRM platforms (HubSpot), and customer analytics tools.

• Prior experience collaborating directly with L-Team executives and cross-functional leadership.

Benefits & Perks

• Health Insurance; medical, vision, dental, & life insurance.

• Paid Parental Leave.

• Employee Stock Option Plan.

• Team outings, group lunches, open office, happy hours.

• Paid holidays, sick days.

• Flexible Friday and PTO.

• 401K.

First Resonance is an equal opportunity employer dedicated to building an inclusive and diverse workforce.

First Resonance participates in E-Verify. As part of our onboarding process, a new hire's Form I-9 information will be shared with the federal government to confirm they are authorized to work in the U.S.

Pay is based on factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience and skillset, and location.

First Resonance accelerates the speed and reliability of hardware development for companies manufacturing the next generation of hardware products. This includes space exploration, electric airplanes, autonomous vehicles, nuclear reactors, robotics, and more. We are a group of software, hardware, and manufacturing engineers that are bringing the best of modern UX and data science to an industry that has been overly rigid in its innovation. We are removing the barriers preventing radical advancement by providing tools to manufacturing engineers and operators to move information more freely, collaborate with their teams more easily, and use the power of data to predict problems and provide insights that result in better hardware quality and delivery.