Senior Director of Customer Success

Job Summary

To elevate customer service operations, the full-time salaried Senior Director of Customer Success will manage a team, optimize tools and technology, and implement strategies to enhance member satisfaction and retention in a 100% remote environment.

Key responsibilities

• Optimize existing software and AI tools to improve customer query responses and reduce costs
• Mentor and develop a team of 6 direct reports while overseeing outsourced customer service partners
• Audit and enhance member service processes to reduce response times and improve consistency across communication channels

Required qualifications

• 7-10+ years of experience in tech-enabled customer service or member services, including 3-5 years in a management role
• Proficiency with HubSpot and Intercom, along with experience in data analysis and reporting
• Demonstrated ability to build high-performing teams and manage both internal and external partnerships
• Strong strategic thinking skills with a focus on proactive problem-solving and process improvement
• Community-builder mindset with a genuine interest in enhancing member experiences