Director of Customer Success

Job description

Director of Customer Success Short Description: At AutoStore, customers are our top priority. The Director of Customer Success is a highly motivated, strategic and results-oriented team leader tasked with building and maintaining key customer relationships, ensuring their success and maximizing the value they receive from our AutoStore solutions. This role combines direct customer engagement with team leadership responsibilities, including coaching, performance development, strategic planning, and cross-functional collaboration. The Director of Customer Success serves as both the voice of the customer and a voice of the Customer Success team, helping to shape strategy, improve processes, and ensure the organization delivers exceptional customer experiences that maximize the value customers receive from AutoStore solutions. This role is part of a regional commercial team and plays a critical role in driving customer retention, expansion, operational performance, and team effectiveness. Tasks & Responsibilities: Customer Success Act as a key point of contact and trusted resource for customer operations, Engaging partner distributors and AutoStore internal subject matter experts, to collaboratively and proactively support customer operational goals and site health. Coordinate with internal and external stakeholders to ensure successful implementations, onboarding, and adoption of solutions, establishing a recurring and long-term relationship with the customer to ensure ongoing, optimized health of their AutoStore system. Build and maintain customer relationships strategies, ensuring customers achieve business objectives and maximize the value of their AutoStore systems. Proactively identify customer risks and opportunities, developing action plans to improve customer outcomes and accelerate growth opportunities. Conduct strategic business and operational reviews with partners and customers, bringing together key stakeholders and resources to review KPIs, discuss recommendations, and identify future expansion opportunities. Advocate for customer needs across the organization and serve as a key Voice of the Customer. Team Leadership & Development Lead and develop a team of Customer Success Managers to achieve customer and business objectives. Conduct regular one-on-one meetings with team members focused on development, coaching, problem solving, and career growth. Provide ongoing guidance, mentoring, and support to improve customer engagement strategies, business acumen, and technical competency. Foster a positive, collaborative, and customer-obsessed team culture focused on accountability, continuous improvement, and operational excellence. Lead employee development through performance feedback, development planning, and coaching. Lead the onboarding and mentoring new Customer Success Managers, ensuring consistent adoption of best practices and processes. Identify skill gaps and coordinate training opportunities to strengthen team capabilities. Strategy & Organizational Leadership As a member of Customer Success leadership, this person will help define and execute regional Customer Success strategy, goals, and initiatives. Contribute to long-term vision, planning, and continuous improvement efforts across the Customer Success organization. Drive consistency in customer engagement methodologies, operational reviews, health monitoring, and team account planning. Identify trends, risks, and opportunities across the customer base and recommend strategic actions. Collaborate with cross-functional teams including Sales, Solutions Engineering, Product Management, Technical Support, Operations, and Partner organizations to improve customer outcomes. Support change management initiatives and adoption of new programs, tools, and processes. Operational Management & Reporting Monitor team performance and key customer success metrics, including customer health, retention, expansion opportunities, NPS, customer engagement, and adoption. Develop and maintain reporting that provides visibility to leadership on team performance, customer risks, opportunities, and strategic initiatives. Ensure accurate account documentation, forecasting, and customer success planning activities. Play a key part in capacity planning, resource allocation, and prioritization efforts. Perform administrative management responsibilities including performance reviews, goal setting, development plans, time-off approvals, and workforce planning. Escalate and communicate customer issues, business risks, and organizational challenges to leadership as appropriate. Customer Growth & Business Impact Strengthen and leverage customer relationships to accelerate expansion opportunities and customer advocacy. Partner with commercial teams to identify growth opportunities and improve customer lifetime value. Ensure customer satisfaction objectives are achieved while supporting overall business growth and retention goals. Qualifications: Proven experience in Customer Success, Account Management, Strategic Account Management, or a related customer-facing role. Previous leadership experience, including direct people management, team leadership, mentoring, or coaching responsibilities. Demonstrated ability to influence and build trusted relationships with customers, peers, executives, and cross-functional stakeholders. Strong leadership, coaching, and team development skills. Excellent interpersonal, presentation, verbal, and written communication skills. Proven ability to drive strategic initiatives while balancing operational responsibilities. Strong business acumen and customer-centric mindset. Experience analyzing data, identifying trends, and translating insights into action plans and recommendations. Strong organizational, prioritization, and time management skills. Technical aptitude and ability to understand complex technology solutions and customer operational environments. Experience managing escalations and resolving complex customer challenges. Ability to work effectively in a fast-paced, growth-oriented environment. Travel to customer sites and team meetings, as needed. Preferred Qualifications: Experience leading Customer Success teams supporting enterprise or strategic accounts. Experience with warehouse automation, robotics, supply chain technology, software, or other complex technical solutions. Proven track record of improving customer retention, customer satisfaction, expansion revenue, and operational performance. Experience building customer success programs, processes, or best practices. Experience working in a global and matrixed organization. We Offer: AutoStore believes in taking care of employees and is dedicated to providing a supportive and rewarding work environment. Join us in our mission to store and move things for everyone, everywhere. Comprehensive Medical, Dental, and Vision plans Health Savings Account (HSA) with a company contribution Generous Paid Time Off including 12 holidays, paid exercise time, paid volunteer time, and paid parental leave plans for all new parents Retirement 401(k) plan with employer match and discretionary profit sharing contribution Educational assistance and professional development programs, including mentorship/coaching programs with external industry leaders Additional benefits include Group Life Insurance, Voluntary Additional Life Insurance, Disability Insurance, Employee Assistance programs, and more! AutoStore is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.