Director, Customer Success
Neumo Holdings LLC
- Location
- Onsite (TX, US, TX)
- Employment
- Full-time
- Level
- Senior Level
About the Role
Neumo Holdings LLC, a GovTech 100 company, is seeking a Director of Customer Success to lead their team in driving customer growth and retention. This role involves overseeing customer relationships and ensuring exceptional service delivery within the public sector.
Skills
Benefits
- Competitive Benefits
Full job details
Job Summary:
The Director of Customer Success leads the strategic execution of customer success initiatives, ensuring alignment with GovOS's vision and objectives to drive long-term customer growth and retention. This role oversees a team of Customer Success Managers (CSMs) and Customer Success Associates (CSAs), fostering strong customer relationships, delivering exceptional service, proactively resolving issues, and ensuring a seamless customer experience. The Director collaborates with cross-functional teams and the Chief Customer Officer to track operational metrics, achieve key objectives, provide leadership with customer insights, and attract and develop top talent.
Duties and Responsibilities:
- Provide day-to-day leadership, mentorship, and support to a team of CSMs and CSAs.
- Facilitate regular team check-ins to ensure effective customer account management and alignment with company goals.
- Oversee the development and maintenance of relationships with key stakeholders at high-value customer accounts.
- Ensure regular customer communication to monitor adoption, satisfaction, and growth opportunities, including upsell and cross-sell initiatives.
- Coordinate cross-functional efforts among customer success, product, sales, and support teams to address customer needs and deliver solutions.
- Serve as the escalation point for customer issues and resolve high-priority concerns.
- Analyze customer data, usage trends, and satisfaction metrics to provide actionable insights to leadership and team members.
- Oversee accurate documentation and maintenance of customer information within Salesforce, including contacts, initiatives, budgets, and stakeholder details.
- Represent the voice of the customer internally by communicating customer feedback and insights to influence product development and business strategy.
- Encourage the identification and development of customer advocates ("super fans") who can serve as references and participate in community activities.
- Ensure regular Business Reviews are conducted with customers to assess goals, performance, and value realization.
- Support the creation and execution of customer success plans aligned with customer objectives and organizational goals.
- Promote customer participation in webinars, training sessions, and events to increase engagement with GovOS solutions.
- Perform other duties as assigned.
Education and Experience:
- Bachelor's degree in Business Administration, Communications, or a related field (preferred).
- Minimum of 5 years of experience directly supporting customers in a Customer Success or similar role.
- Minimum of 4 years of leadership experience managing customer-facing teams or customer success functions.
- Proven experience working cross-functionally with product, sales, and support teams.
- Demonstrated success in building and maintaining strong customer relationships.
Knowledge, Skills, and Abilities:
- Strong interpersonal, communication, and leadership skills.
- Proficiency with CRM systems, particularly Salesforce.
- Ability to effectively manage and maintain customer data.
- Strong analytical and problem-solving skills.
- Ability to make data-driven decisions using customer metrics and trends.
- Skilled in customer relationship management and stakeholder engagement.
- Ability to collaborate effectively across departments and functions.
- Strong conflict resolution and issue escalation management capabilities.
- Ability to mentor, coach, and develop team members.
- Strategic thinking and customer-centric mindset.
Work Environment:
- Office setting with a moderate noise level.
- The employee will work at an individual workstation, using a telephone and computer.
Physical Demands:
- Must be able to remain seated for extended periods.
- Regular use of a computer and other office machinery, such as printers and copy machines.
- Occasional movement around the office.
- Frequent communication via telephone.
Neumo Summary:
With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.
Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.
Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.
Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.
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