Director of Customer Success

Responsibilities

• Drive Financial Performance and Delivery Efficiency: This role carries responsibility for the financial performance of the business line. That includes ensuring support services consistently meet target service rates, enhancement projects are delivered efficiently and profitably, and all work is planned and executed with financial discipline. Accurate forecasting, capacity planning, and proactive budget oversight are essential to maintaining healthy margins while delivering consistent value to both clients and the business

• Enable Customer Value: Beyond day-to-day service delivery, this role shapes how we support clients after launch—evolving support into an ongoing strategic partnership. It focuses on refining workflows to boost operational efficiency, remove bottlenecks, and maintain delivery quality. A key priority is improving processes that allow work to transition smoothly into and out of Customer Success across all collaborating business lines, ensuring that every handoff reinforces long-term client satisfaction and impact.

• Advance Customer Satisfaction and Strategic Growth: Consistently meeting or exceeding client expectations through timely, high-quality service is foundational. This role strengthens long-term relationships by actively monitoring satisfaction metrics and responding to client needs with urgency and insight. Client success is tied directly to business outcomes: driving expansion by uncovering unmet needs, improving retention through measurable results aligned with client goals, and increasing referenceability that supports upsell opportunities in partnership with Account Managers.

• Manage Capacity and Team Utilization: Balance team capacity with workload demands to ensure projects and support tickets are adequately staffed. Develop and execute resourcing strategies, including outsourcing and leveraging junior team members, to maintain cost efficiency while fostering team productivity. Ensure team members are fully billable.

• Lead a High-Performing Team: Build and lead a high-performing team by providing the tools, training, and support needed for success while practicing LMA (leadership, management, and accountability). Foster a culture of collaboration, accountability, and continuous improvement, one that not only strengthens the team internally but is reflected in how the team engages with peers across business lines.

   

• Collaborate Across Stakeholders: Partner across business lines to ensure a unified, customer-first experience throughout the client lifecycle. Collaborate with Sales to enable smooth handoffs and identify expansion opportunities early. Work with the Customer Activation team to preserve the high-touch experience as clients transition from new builds into ongoing support. Coordinate with the Customer Foundations team to ensure client needs are represented in platform roadmaps and infrastructure decisions.

• You’ll have success here if you value clear processes and feel qualified to do the following things:

  • Manage client relationships
  • Support staff and contractors
  • Optimize delivery of portfolio and projects
  • Maximizing team utilization and time management

Qualifications

• Must be a US Citizen or possess a Green Card.

• 10+ years of experience in leading technical teams in a web development, IT services, or similar technical environment.

• Understanding of Drupal CMS and its role in supporting service delivery in client environments.

• Demonstrated ability to set vision, establish team direction, and guide others through change with clarity and confidence.

• Skilled in building trust across business lines, collaborating effectively with peers, and navigating stakeholder needs in high-complexity environments.

• Strong communicator and culture carrier, fostering accountability, transparency, and continuous improvement within and across teams.

• Experience mentoring and growing talent at all levels, building team capacity in alignment with organizational goals.

• Proven experience owning a business line P&L, with strong skills in forecasting, budgeting, and delivering against margin targets while maintaining quality and client satisfaction.

• Strong analytical and strategic planning skills with the ability to anticipate and adapt to changing conditions and opportunities.

• Ability to interact with clients, both technical and non-technical, ensuring clear communication and a strong sense of partnership.

• Excellent verbal and written communication skills

• Willingness to travel occasionally within the U.S.

• Demonstrated commitment to the organization's Purpose & Principles based on employment history, experience, and interview(s).

• Bachelor’s degree in Business, Information Technology, Public Administration, or a related field (Master’s preferred).

Performance Metrics

We train our team to help them succeed, and everyone on our team helps with our success. In this role, you’ll be accountable to hit the following numbers each week:

• Revenue Target: achieve and exceed monthly business line revenue targets established by our financial model.

• Business Line Gross Margin: Target greater than 70%.

• Client Success Planning: Ensure success plans are in place for at least 80% of active accounts. Proactively identify churn-risk accounts at least 60 days before renewal and initiate targeted engagement strategies.

• Service Rate: Maintain an average service rate across the portfolio at or above 80% of paid hours for support work.

• Project Profitability: Deliver 85% of evolution projects on time and under budget

• Utilization Rate: Maintain team utilization above 90%

• Client Satisfaction & Referenceability: Monitor satisfaction and other feedback channels to identify and prioritize client pain points. Address issues through the backlog and follow-up, with the goal of achieving and exceeding the 65% client referenceability target.

If you want to come to work, learn, and hit those numbers, you’ll be recognized and rewarded.