[Hiring] Director of Customer Success @ASSA ABLOY

Role Description

SiteOwl is hiring a Director of Customer Success to build and lead the next chapter of our CS organization. This is a true player-coach role:

• Manage and develop a team of Customer Success Managers and Support Specialists.
• Act as the named executive owner of a small portfolio of our largest, most strategic Enterprise accounts.
• Own Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) for the CS organization.
• Set the strategy and processes that scale our post-sale motion.
• Oversee our Support function, ensuring customers receive fast, high-quality help.
• Report directly to the General Manager of SiteOwl.

Qualifications

• College/University degree (preference for specialization in related curricula) or work experience commensurate with a minimum high school/GED diploma.
• 8+ years of experience in Customer Success or a related client-facing function, including formal leadership/people-management experience.
• Proven experience owning and improving NRR/GRR or equivalent retention and expansion metrics.
• Deep enterprise account management experience, including direct relationships with customer executives (VP/C-level).
• A track record of building or significantly improving CS processes, playbooks, or operating cadence from the ground up.
• Experience using AI tools to create and optimize CS processes.
• Experience owning or heavily involved in the CS tech stack (CRM, CS/health-scoring platforms, support desk, BI/analytics tools).
• Experience running or overseeing a support function, including SLA design and escalation management.
• Strong executive presence — comfortable presenting to customer leadership and internal leadership/board-level stakeholders.
• SaaS background; physical security, security integration, or enterprise hardware/software experience is a plus.
• A player-coach mindset: genuinely energized by both managing people and staying hands-on with enterprise customers.
• Proficiency in Microsoft Office tools.

Requirements

• Manage, coach, and develop a team of world-class Customer Success Managers.
• Recruit and onboard new CSMs as the team scales.
• Build a high-performing, accountable team culture rooted in customer outcomes, ownership, and collaboration.
• Personally own executive relationships for a select group of SiteOwl's largest Enterprise accounts.
• Lead business reviews, governance forums, and expansion conversations directly with customer executive sponsors.
• Model best-in-class enterprise account management for the broader CS team.
• Own NRR and GRR targets for the CS organization; report on performance to the leadership team and ASSA ABLOY stakeholders.
• Build the forecasting, health-scoring, and early-warning processes needed to protect and grow the base.
• Partner with Sales on expansion strategy and with Product on roadmap input that drives retention.
• Design and implement scalable CS processes across the customer journey for onboarding, adoption, renewal, and expansion.
• Set annual and quarterly CS strategy in partnership with the General Manager and the broader leadership team.
• Own the CS technology stack — evaluate, implement, and administer the tools that power the team.
• Own the customer satisfaction and NPS program end-to-end.
• Own the Support function, including SLAs, escalation paths, and support processes.
• Serve as an active member of SiteOwl's leadership team, contributing to company-wide strategy beyond CS.
• Represent the voice of the customer in cross-functional planning with Product, Sales, and Marketing.

Benefits

• Competitive compensation and benefits package, including discretionary bonus.
• 401(k) plan.
• Education assistance.
• Dynamic work environment that reflects our commitment to our employees.