Director, Customer Success

Job Description

Job Description

Mission :

The Director, Customer Success will drive customer satisfaction, long-term retention, and revenue growth by delivering exceptional value through CrescentOne's products and services. This role will play a pivotal part in building strong customer relationships, ensuring seamless implementation of ERP solutions, and achieving business objectives.

Expected Outcomes :

• Achieve annual Professional Services (PS) revenue targets of $1.5 to $2 million while maintaining profit margins and key utilization ratios.
• Build and maintain customer loyalty, ensuring long-term retention and reduced customer attrition.
• Successfully deliver customer projects on budget and on time.
• Identify and capitalize on upselling and renewal opportunities, supporting the sales team to grow revenues.
• Increase CrescentOne’s services revenue by customizing and implementing “sticky” ERP solutions for customers across diverse verticals.
• Effectively manage deliverables, risks, project timelines, ROI, and any issues to ensure Customer satisfaction.

Key Responsibilities :

Build and sustain strong relationships with customers to ensure loyalty and long-term engagement.

Ensure all customer projects are delivered within scope, budget, and timeline while maintaining company profitability.

Drive Professional Services revenue by identifying opportunities for upselling and renewals.

Lead and mentor the professional services team to achieve targeted revenue and customer satisfaction goals.

Maintain a strong working knowledge of industry standards and practices.

Competencies, Skills, and Accomplishments :

Qualifications :

Equal Opportunity Statement :

CrescentOne is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, or veteran status.