Director of Customer Success
Apply NowCompany: mpowered by CU Interface
Location: Richfield, OH 44286
Description:
Position Overview: Director of Customer Success
CU-Interface seeks an experienced and strategic Director of Customer Success to lead our customer success initiatives and ensure outstanding client experiences. This critical leadership role blends strategic oversight with hands-on engagement, designed to enhance customer satisfaction, retention, and growth through effective relationship management and client advocacy. This position will work directly with our leadership team including the Director of Client Relationships.
As Director of Customer Success, you will be responsible for developing customer-focused strategies, implementing proactive engagement initiatives, and collaborating closely with cross-functional teams to ensure clients maximize value from CU-Interface's software solutions.
This role is remote.
Who We Are
CU-Interface is a premier credit union data processing provider, delivering state-of-the-art software solutions to empower non-profits and forward-thinking credit unions. Our collaborative, boutique environment consists of dedicated professionals passionate about innovation, exceptional client service, and continuous improvement.
Primary Responsibilities
Qualifications and Skills
Industry-Leading Benefits
Additional Information
Due to the nature of our business a thorough background check and analysis will be required.
CU-Interface seeks an experienced and strategic Director of Customer Success to lead our customer success initiatives and ensure outstanding client experiences. This critical leadership role blends strategic oversight with hands-on engagement, designed to enhance customer satisfaction, retention, and growth through effective relationship management and client advocacy. This position will work directly with our leadership team including the Director of Client Relationships.
As Director of Customer Success, you will be responsible for developing customer-focused strategies, implementing proactive engagement initiatives, and collaborating closely with cross-functional teams to ensure clients maximize value from CU-Interface's software solutions.
This role is remote.
Who We Are
CU-Interface is a premier credit union data processing provider, delivering state-of-the-art software solutions to empower non-profits and forward-thinking credit unions. Our collaborative, boutique environment consists of dedicated professionals passionate about innovation, exceptional client service, and continuous improvement.
Primary Responsibilities
- Develop and execute a comprehensive customer success strategy focused on client satisfaction, retention, and growth.
- Lead, mentor, and manage the Customer Success team, ensuring team members deliver exceptional customer service and support.
- Build strong relationships with clients, becoming a trusted advisor and advocate to maximize client satisfaction and long-term retention.
- Collaborate closely with sales, product, and technical teams to ensure smooth onboarding and ongoing customer support.
- Proactively identify client needs, opportunities, and risks, addressing potential issues before they escalate.
- Track and analyze customer success metrics and implement continuous improvement initiatives based on insights and feedback.
- Establish and maintain processes for regular customer feedback, including surveys, reviews, and direct communications.
- Act as a voice of the customer within CU-Interface, advocating for customer needs in product development and service enhancements.
Qualifications and Skills
- Minimum of 6-8 years of customer success or client management experience, ideally in technology, financial services, or related industries.
- Proven experience managing and scaling customer success teams and processes.
- Strong leadership, mentorship, and team management skills.
- Exceptional communication, interpersonal, and relationship-building abilities.
- Demonstrated ability to analyze data and customer feedback to inform strategic decisions.
- Experience with customer success software tools and CRM systems.
- Ability to effectively manage multiple priorities in a fast-paced, dynamic environment.
Industry-Leading Benefits
- Comprehensive benefits package
- Employer covers 100% of employee medical, dental, vision, and life insurance premiums
- Employer covers 50% of family premiums
- 401(k) with 5% company match (eligible after 90 days)
- Generous PTO, including paid federal holidays and 3 weeks of Paid Time Off (26 total days)
- Tuition reimbursement program
- Remote Work
- Competitive salary, commensurate with experience
Additional Information
- Comprehensive background check required due to the nature of our business.
- Professional references may be requested during the interview process.
- CU-Interface does not provide visa sponsorship.
Due to the nature of our business a thorough background check and analysis will be required.