Director of Customer Success

Job Description

As the Director of Customer Success at Tosca, you will lead the Customer Success (CS) team, aligning our customer experience strategy with the company's broader goals of service trust, operational trust, and enhanced customer satisfaction. With a key focus on digital transformation, you will champion process improvements by streamlining workflows and automating manual tasks, enabling the CS team to devote more time to meaningful customer engagement. Your role will involve building and sustaining high-value relationships with customers (both internal and external), optimizing retention and renewals, and driving customer success up the "CX pyramid" to achieve Raving Fans status. You’ll work cross-functionally with sales, customer implementation, supply chain planning, and other departments to deliver outstanding customer outcomes.

Job Responsibilities

• Strategic Leadership: Lead the Customer Success team, establishing goals to drive customer retention, renewal, and overall satisfaction. Ensure Tosca's services align with customer strategic goals to foster long-term partnerships.
• Digital Transformation & Process Optimization: Spearhead initiatives to streamline workflows and automate repetitive, manual tasks by implementing and optimizing a comprehensive Customer Relationship Management (CRM) system. Leverage the CRM and other digital tools to centralize customer data, improve visibility across teams, and enhance productivity and operational efficiency. Ensure automated processes reduce administrative burdens, freeing up the CS team to focus on proactive customer engagement, relationship-building, and high-value interactions.
• Team Collaboration: Partner with sales and customer implementation teams to deliver a seamless onboarding experience and identify cross-functional opportunities to support customer success.
• Customer Advocacy: Serve as the primary advocate for customer interests, gathering and channeling feedback to internal teams, as well as to senior leadership, to ensure proactive issue resolution and improved services.
• Data Analysis & Reporting: Lead efforts to monitor customer health through data, anticipate potential issues, and design effective solutions.
• Renewals & Upsells: Oversee retention efforts and renewal timing, working with the sales team to present upsell opportunities that support customer growth.
• Customer Engagement and Interaction: Leads strategic discussions with customers to drive desired business outcomes
  
  

Qualifications

• 10 years’ operating in a Customer Success, Business Development and/or Strategic Account Management capacity, with proven success in leading and growing a team
• 7 years of direct people management experience with proven ability to engage and inspire team members
• Strong customer-centric mindset
• Demonstrated experience leading organizational change and transformation within Customer Success functions
• Experience with CRM systems required; experience implementing new CRM systems a plus
• Analytically minded with experience using data-driven approaches to drive customer satisfaction, loyalty and retention
• Exceptional communication, negotiation, and problem-solving skills
• Ability to influence without direct authority
• Bachelor's degree in business-related field; MBA preferred
  
  

Work Schedule

Work from home on Mondays and Fridays. In-office Tuesday through Thursday at Colony Square in Midtown Atlanta.