Director of Customer Success

Job Description

Job Description

We are partnering with a dynamic consumer services organization looking for an experienced and dynamic Director of Customer Success to lead their centralized customer support operations in Phoenix, Arizona. This role is integral to ensuring customer satisfaction and retention across multiple storefront locations. The ideal candidate will have a strong sales mindset, exceptional leadership abilities, and the technical acumen to optimize systems and workflows as the company scales rapidly.

Responsibilities:

• Lead and expand a centralized customer success team that supports multiple storefronts across various regions.

• Recruit, train, and manage a growing team to ensure consistent delivery of excellent customer support services.

• Oversee key operational areas including customer onboarding, billing, reservations, and escalated support.

• Foster a collaborative and positive team culture that prioritizes growth, psychological safety, and high performance.

• Streamline and document workflows to enhance efficiency and reduce complexity in daily operations.

• Develop and implement training programs to scale team capabilities effectively.

• Collaborate with marketing and operations teams to ensure alignment and improve customer engagement strategies.

• Monitor team performance and customer satisfaction metrics to identify areas for improvement.

• At least 3 years of leadership experience in a call center or customer success environment.

• Minimum of 5 years of sales experience, ideally within the consumer services sector.

• Strong expertise in Google Workspace or Microsoft Office Suite, with knowledge of Power BI as a bonus.

• Excellent organizational, interpersonal, and communication skills.

• Demonstrated ability to thrive in a fast-paced, high-growth environment.

• Alignment with a customer-focused, high-integrity, and people-first workplace culture.

• Proven ability to manage evolving priorities and drive results in dynamic situations.