Customer Success Director

Skills

About the Role

You will lead the customer success team and establish the customer lifecycle playbook from contract signature through renewal. You will manage factory acceptance testing, executive business reviews, customer communications, escalations, new-part introductions, renewals, and upsells. You will use production performance data and customer feedback to guide product priorities and improve outcomes.

Requirements

• 10+ years of customer success, account management, or operations leadership experience in industrial manufacturing or automation
• 5+ years leading a team
• Value-stream and lean manufacturing fluency
• Production-data analysis
• Analytics and reporting experience
• Experience building account-health metrics and review cadences
• Ability to work with plant managers and VPs on performance gaps and metrics

Responsibilities

• Lead the customer success team across cell types and establish a playbook from signature through renewal
• Own the customer success role at factory acceptance testing and review factory acceptance testing documents
• Run executive business reviews and maintain performance, risk, and trend records
• Translate engineering communications into customer-safe language and manage day-to-day channels
• Advise Product on roadmap priorities using production impact and customer feedback
• Define service-level agreement bounds and escalation procedures for quality issues
• Coordinate new-part introductions, CAD/PT creation, and ECRs with Mission Control and Engineering
• Support renewals and upsells with validated performance data and customer use cases

Benefits

• Daily free lunch
• Flexible PTO
• Medical coverage
• Dental coverage
• Vision coverage
• 6 weeks of fully paid parental leave, plus an additional 6–8 weeks for birthing parents
• 401(k) retirement plan through Empower
• Employee referral bonuses