Director of Customer Success - PTG

Purpose:

The Director of Customer Success will play a pivotal role in driving customer satisfaction, streamlining project workflows, and establishing & monitoring seamless communication across teams. This leader will focus on enhancing the customer experience, implementing scalable processes, and driving cross-departmental collaboration to achieve operational excellence and long-term client retention.

Responsibilities:

Process Optimization

• Analyze and refine workflows for project management, customer service and digital signage to enhance efficiency and team productivity.
• Collaborate with cross-functional teams to align operational processes with customer experience goals.
• Establish standardized internal and customer-facing communication and reporting.
• Lead the implementation of tools and technologies to streamline operations.

Customer Experience Enhancement

• Map the end-to-end customer journey to identify pain points and design strategies for improvement.
• Develop and execute consistent communication processes and internal/external feedback loops.
• Monitor and report on customer satisfaction metrics, including NPS and retention rates.

Leadership & Team Development

• Mentor and manage departmental leaders in project management and customer service.
• Create and execute training programs to build team skills and adherence to best practices.
• Conduct regular performance reviews and develop career progression plans for team members.

Strategic Initiatives

• Establish a Customer Excellence Committee to foster collaboration and accountability across departments.
• Develop and roll out a tiered SLA program, defining support offerings, response times, and escalation paths.
• Curate new customer onboarding plan, including a playbook that clearly outlines roles, responsibilities and timelines for each department
• Partner with leadership to evaluate and adjust long-term staffing and resource strategies.

Reporting & Metrics

• Define and monitor KPIs for project delivery, customer satisfaction, and process efficiencies.
• Provide actionable, data-based insights and recommendations to leadership based on workflow analysis, metrics and customer/employee feedback.
• Host project post-mortem reviews and create internal and external feedback loops.

Qualifications:

• Bachelor’s degree in business administration, operations, or a related field.
• 5+ years proven experience in a leadership role focusing on customer success, project management, or operations.
• Strong analytical skills with the ability to assess workflows and implement data-based improvements.
• Excellent communication and interpersonal skills for collaboration across teams and with customers.
• Experience with customer satisfaction metrics, reporting tools, and project management platforms (e.g., Q360).
• Demonstrated ability to lead and manage cross-functional teams effectively.