Director of Customer Success

JOB SUMMARY

The Director of Customer Success provides strategic leadership for customer growth, retention, and recurring revenue by strengthening client relationships and advancing long-term value. This role leads customer health strategy, CRM discipline, team development, and operational execution across the Account Management and Customer Care functions. The Director also oversees budgeting, portfolio performance, and key enterprise relationships to expand ECRS’ influence and strengthen strategic partnerships. Through operational excellence and a strong commitment to customer value, this leader ensures a consistent, high-quality client experience that supports long-term business performance.

RESPONSIBILITIES:

• Lead the Account Management and Customer Care functions to strengthen customer relationships, improve retention, and drive recurring revenue growth.
• Own the customer health scorecard, including key indicators, trend analysis, and long-term improvement plans.
• Identify selling gaps and implement strategies to improve product adoption and account expansion in conjunction with Business Unit Managers and Product Owners.
• Ensure CRM data integrity, reporting accuracy, and forecasting discipline, including KPI, sales, and product reporting for executive review and monthly and quarterly pipeline forecasting in HubSpot.
• Build, coach, and develop high-performing teams through training, performance management, and ongoing mentorship.
• Establish scalable processes and service standards that deliver a consistent, high-quality customer experience.
• Manage departmental budgets, resource planning, and operational priorities in support of business objectives.
• Oversee assigned customer portfolios to ensure strategic alignment, proactive engagement, and measurable value delivery.
• Cultivate key wholesaler and enterprise relationships to deepen ECRS’ influence and strengthen strategic partnerships.
• Partner cross-functionally with Business Development, Product, Implementation, Support, and other teams to improve handoffs, issue resolution, and customer outcomes.
• Monitor customer sentiment, risks, and growth opportunities, escalating as needed to protect and expand accounts.
• Champion the voice of the customer to inform product enhancements, service improvements, and strategic planning.
• Drive operational excellence through data, metrics, and process improvement initiatives.

QUALIFICATIONS:

• 5–7+ years of experience in Customer Success, Account Management, or related client-facing leadership roles, preferably within retail technology.
• Proven success driving customer retention, account growth, and recurring revenue through strategic account management.
• Demonstrated leadership experience building, coaching, and developing high-performing teams.
• Strong proficiency with CRM platforms, preferably HubSpot, including forecasting, reporting, and data governance.
• Exceptional communication and relationship-building skills, with the ability to influence executive stakeholders and complex enterprise accounts.
• Strong analytical and operational capabilities, including process design, service standards, and reporting frameworks.
• Experience managing resource planning, budgeting, and operational priorities.
• Ability to influence cross-functional teams and align Sales, Product, Support, and Marketing around customer outcomes.
• Strong problem-solving skills, sound judgment, and a bias toward action, accountability, and continuous improvement.

ALL APPLICANTS MUST BE AUTHORIZED TO WORK IN THE UNITED STATES.

ABOUT ECRS:

ECRS is a fast-paced, progressive technology company with a wide range of opportunities for quality-oriented, career-minded individuals. Geographically situated in the heart of the Blue Ridge Mountains, ECRS offers the unique opportunity high-tech career in a resort college town setting. The ECRS family is made up of energetic, outgoing professionals who love what they do for a living. They are courteous, knowledgeable people who strive for excellence in everything they do. ECRS employees work together in dynamic teams to create, sell, install, and support our best-in-class retail automation solutions.

We believe that acceptance of diversity is a key reason as to why we're successful. All qualified applicants who can demonstrate integrity and competence will receive consideration for employment and advancement without regard to race, color, religion, gender, sexual orientation, disability, age, political affiliation, or national origin.