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.
