Director, Customer Success

We are looking for a Director, Customer Success to join our growing team! In this role, you will be responsible for leading the company’s customer complaint and escalation management strategy while proactively identifying and resolving systemic customer pain points. You will serve as the executive voice of the customer, ensuring that feedback, complaints, and escalations are translated into meaningful improvements across products, policies, and operations. You will partner closely with executive leadership and cross-functional teams to protect brand reputation, improve customer outcomes, and drive long-term loyalty.As Director, Customer Success, your duties and responsibilities will include:Customer Complaint & Escalation ManagementOwn the end-to-end customer complaint management framework across all channelsEstablish standards, SLAs, and governance for complaint intake, investigation, and resolution.Ensure consistent, fair, and compliant handling of customer complaintsReduce repeat complaints through root cause identification and corrective actionExecutive & High-Priority EscalationsServe as the primary owner for executive-level and high-risk customer escalationsPartner with Legal, Compliance, Product, Operations, and Executive Leadership to resolve sensitive casesDevelop and maintain escalation playbooks and communication protocolsDeliver concise executive summaries outlining issue drivers, resolutions, and prevention strategiesProactive Customer Insight & Pain Point IdentificationAnalyze customer feedback from complaints, surveys, NPS/CSAT, call listening, and social channelsIdentify recurring issues across the customer journey and quantify customer impactSurface emerging risks and trends before they escalate into widespread customer dissatisfactionAct as the centralized “voice of the customer” for leadership decision-makingSolution Design & Continuous ImprovementLead cross-functional initiatives to eliminate root causes of customer issuesPartner with Product, Engineering, Marketing, Training, and Operations to implement solutionsValidate improvements through customer feedback, operational metrics, and pilot programsEnsure solutions align with customer needs, operational efficiency, and business goalsAdvocacy Strategy & LeadershipDefine and execute the customer advocacy strategy and roadmapEmbed customer-centric thinking into policies, processes, and decision-makingInfluence organizational priorities using data-driven customer insightsPosition the advocacy organization as a trusted strategic partner to the businessTeam Leadership & DevelopmentBuild, lead, and develop a high-performing customer advocacy teamEstablish clear roles, performance expectations, and career development pathsCoach team members on empathy, critical thinking, de-escalation, and executive communicationFoster a culture of ownership, accountability, and customer obsessionReporting, Metrics & Executive CommunicationDefine KPIs to measure complaint resolution effectiveness and customer sentimentDeliver regular executive and leadership reporting on trends, risks, and outcomesPresent actionable insights and recommendations to senior leadersTrack post-resolution performance to ensure sustained improvementRisk Management & Brand ProtectionIdentify customer issues that present reputational, financial, or regulatory riskPartner with Legal and Compliance to mitigate exposure and ensure appropriate responsesEnsure learnings from escalations are institutionalized to prevent recurrence