Director of Customer Success
Washington, D.C., United States
USA Inc. – Customer Success /
Full-time /
On-site
D-Fend is seeking a visionary and strategic Director of Customer Success to lead our CS organization. In this critical leadership role, you will be responsible for architecting and executing a unified strategy that ensures our diverse customer base achieves maximum value from our entire suite of products and services. Your primary mission is to transform the customer experience from a series of individual product interactions into a seamless, high-value strategic partnership, ultimately driving adoption, retention, and growth across the entire portfolio.
Key Responsibilities:
- Act as the definitive "Voice of the Customer" (VoC), synthesizing insights from across the portfolio to inform executive strategy, product roadmaps, and service offerings.
- Establish a "Center of Excellence" (CoE) for customer engagement, standardizing core playbooks (e.g., onboarding, QBRs, health scoring) while allowing for product-specific nuances.
- Lead, mentor, and scale a high-performing team ofProgram Managers, Technical field support team, Training and customer success operations.
- Oversee the development of robust training and enablement programs to manage the high cognitive load and ensure deep expertise across the team.
- Champion cross-functional alignment to break down internal silos between product, sales, support, and marketing teams.
- Collaborate with Product teams to provide consolidated customer feedback that prioritizes integration improvements and addresses key pain points.
- Establish clear SLAs and communication channels with Support and Engineering to mitigate internal friction and create a seamless support experience for the customer.
Qualifications & Experience:
- 8-10+ years of experience in Customer Success, Account/Program Management, Professional Services or a related field, with at least 5+ years in a leadership role.
- Proven experience managing a CS function in a complex, multi-product, or multi-disciplinary company is essential.
- Strong technical background in RF and Networking in a multi-disciplinary company (HW & SW).
- Demonstrated track record of successfully managing and scaling a team, including hiring, training, and performance management.
- Strong commercial acumen with a history of owning and influencing key metrics like ARR, churn, and customer satisfaction.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
