Customer Success Director

Responsibilities

1. Team Leadership & Management

• Lead, manage, and develop the team
• Manage shift planning to ensure coverage and efficiency
• Monitor performance and provide coaching and regular feedback
• Act as the escalation point for complex or high-risk cases

2. Operational Excellence & Quality Assurance

• Ensure all issues handled meets defined standards for accuracy, clarity and relevance
• Enforce SOPs and drive consistency in responses across the team
• Identify process gaps and drive continuous improvements
• Standardize formats, templates, and workflows to reduce ambiguity and improve efficiency
• Ensure all responses are aligned with client objectives and verification goals

3. Stakeholder & Client Communication

• Serves as the main point of contact for internal stakeholders and clients
• Ensure clear, concise, and accurate communication in all responses
• Manage expectations, timelines and escalations professionally

4. Incident & Escalation Management / Reporting

• Handle critical incidents, urgent request, and escalations
• Prepare incident reports to identify root cause analysis and identify preventive measures
• Coordinate with cross-functional teams (Product, Project, Engineering, etc.)

5. Process Improvement & Automation

• Identify inefficient workflows and propose automation solutions where applicable
• Work with engineering/product teams to improve tools and systems as identified from client’s issues

6. Knowledge Management & Training

• Maintain SOPs and internal documentation
• Onboard and train new team members
• Ensure knowledge sharing across the team

Requirements

Experience & Skills

• 3-5+ years in Customer Success, Customer Support, or Operations roles
• Prior experience in a lead, senior, or mentoring capacity
• Proven experience handling client-facing communications and escalations
• Experience working in fast-paced, SLA-driven environments
• Strong communication skills with the ability to translate complex issues into clear, client-friendly responses
• Excellent problem-solving and structured thinking abilities
• High attention to detail with a strong quality control mindset
• Ability to manage multiple priorities, timelines, and stakeholders effectively
• Confident in handling escalations and managing difficult client siutations