[Hiring] Director, Customer Success @Vontier

Role Description

This role will continue the transformation of our US Customer Success organization to develop and execute strategies to enhance customer satisfaction, loyalty, and retention by leveraging data, feedback, and customer insights to drive improvements to enhance the overall customer experience. The Director, Customer Success is responsible for establishing a strong customer success function that takes accountability for driving the adoption, retention, and expansion of our customer base. Will lead a team of managers and individual contributors tasked with building strong relationships with customers and ensuring their needs are met throughout their entire journey with the company.

• Develop and implement a comprehensive regional Customer Success vision and strategy aligned with Teletrac Navman’s goals.
• Foster a customer-centric culture that values feedback, continuous improvement, and innovation.
• Support building the Customer Success team for scalability and sustained growth, optimizing people, processes, and strategies in a customer-first manner.
• Create an optimized & data-led model of the customer journey, ensuring alignment among internal stakeholders.
• Work with operational specialists to ensure customer data accuracy and consistency across data sets.
• Implement processes to capture customer feedback, including surveys, reviews, and direct interactions, with a strong focus on solutions.
• Manage and drive account and revenue growth, including representative and regional target setting, commission plan execution, and employee recognition.
• Increase product adoption, customer loyalty and retention, and customer satisfaction while actively contributing to churn reduction tactics.
• Collaborate with sales and marketing to create and optimize upsell and cross-sell strategies.
• Establish metrics to measure the effectiveness of customer engagement initiatives in the market.
• Prepare regular reports on customer engagement performance, customer growth metrics, highlighting successes and areas for improvement.

Qualifications

• Proven experience (typically 7+ years) in customer engagement, customer success, enterprise sales or related roles.
• Strong understanding of customer experience management and customer relationship-building strategies.
• Proven track record in customer success, including building the processes and systems to be successful.
• Strong knowledge of customer success tools and methodologies.
• Advanced business experience and ability to create strategies, guidelines, and objectives, and implement them while driving business growth and creating data-driven reports.
• Analytical mindset with the ability to interpret data and derive actionable insights.
• Deep understanding of software businesses, with knowledge of both the subscription and renewal models.
• Experience managing a team in multiple geographies and countries.
• Excellent communication - both verbal and written, including the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.
• Business development knowledge and experience growing a business a plus.

Requirements

• The base compensation range for this position is $147,290 to $165,000 per annum.
• For this specific role, you may be eligible to participate in the Customer Success Bonus Plan at a rate of 30% of the base salary.

Benefits

• Premium suite of health and wellness programs including medical, dental, vision, disability, and life insurance.
• Programs for family planning from Maven Clinic to managing diabetes like Livongo.
• Coverage for women's health, support for adult and elder care.
• Paid parental leave.
• A generous 401(k) plan with matching company contributions.
• Paid time off up to 120 hours, 13 paid holidays (including 3 floating holidays) per year, and paid sick leave.