Director of Customer Success

Job Summary

A company is looking for a Director, Customer Success to lead customer complaint management and drive improvements in customer experience.

Key Responsibilities

• Oversee the customer complaint management framework and ensure effective resolution
• Manage executive-level escalations and collaborate with cross-functional teams
• Analyze customer feedback to identify pain points and lead initiatives for improvement

Required Qualifications

• 8+ years of experience in Customer Experience, Customer Advocacy, Operations, or Escalations
• Proven leadership experience in managing complaint resolution and escalations
• Strong background in contact center or customer-facing operational environments
• Demonstrated success in influencing cross-functional teams
• Strong analytical skills to translate customer data into actionable business insights