Director of Customer Success

Job description

Director of Customer Success Reports to: General Manager, SiteOwl Location: Austin, TX/Phoenix, AZ (Remote) Team: Customer Success Managers, Support Level: Leadership team member About SiteOwl SiteOwl is a physical security lifecycle management SaaS platform, part of ASSA ABLOY. We help enterprise security teams design, install, and manage their physical security infrastructure from a single platform — from initial site survey through ongoing device management. Our customers include some of the largest names in retail, logistics, and enterprise security. The Role SiteOwl is hiring a Director of Customer Success to build and lead the next chapter of our CS organization. This is a true player-coach role: you'll spend part of your time managing and developing a team of Customer Success Managers and Support Specialists, and part of your time as the named executive owner of a small portfolio of our largest, most strategic Enterprise accounts. You'll own Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) for the CS organization, set the strategy and processes that scale our post-sale motion, and sit on SiteOwl's leadership team helping shape company direction. You'll also have oversight of our Support function, ensuring customers get fast, high-quality help alongside great strategic guidance. This role reports directly to the General Manager of SiteOwl and is a highly visible, cross-functional leadership position. What You'll Do Manage, coach, and develop a team of world class Customer Success Managers by setting goals, running pipeline/account reviews, and building career paths. Recruit and onboard new CSMs as the team scales, owning proactive CS resourcing and team structure. Build a high-performing, accountable team culture rooted in customer outcomes, ownership, and collaboration. Personally own executive relationships for a select group of SiteOwl's largest Enterprise accounts, acting as their senior strategic point of contact. Lead business reviews, governance forums, and expansion conversations directly with customer executive sponsors. Model best-in-class enterprise account management for the broader CS team through direct, hands-on ownership. Own NRR and GRR targets for the CS organization; report on performance to the leadership team and ASSA ABLOY stakeholders as needed. Build the forecasting, health-scoring, and early-warning processes needed to protect and grow the base. Partner with Sales on expansion strategy, and with Product on the roadmap input that drives retention. Design and implement scalable CS processes across the customer journey for onboarding, adoption, renewal, and expansion. Set annual and quarterly CS strategy in partnership with the General Manager and the broader leadership team. Own the CS technology stack — evaluate, implement, and administer the tools that power the team (e.g., CRM, CS platform, support desk, analytics/BI, knowledge base). Own the customer satisfaction and NPS program end-to-end — survey design, cadence, analysis, and closed-loop follow-up. Own the Support function, including SLAs, escalation paths, and support processes. Serve as an active member of SiteOwl's leadership team, contributing to company-wide strategy beyond CS. Represent the voice of the customer in cross-functional planning with Product, Sales, and Marketing. What You Bring Your background includes a College/University degree (preference for specialization in related curricula), or have work experience commensurate with, minimum high school/GED diploma. 8+ years of experience in Customer Success or a related client-facing function, including experience in a formal leadership/people-management role. Proven experience owning and improving NRR/GRR or equivalent retention and expansion metrics. Deep enterprise account management experience, including direct relationships with customer executives (VP/C-level). A track record of building or significantly improving CS processes, playbooks, or operating cadence from the ground up. Experience using AI tools to create and optimize CS processes. Experience owning or heavily involved in the CS tech stack (CRM, CS/health-scoring platforms, support desk, BI/analytics tools). Experience with Zoho, Zendesk, Domo and UserPilot is a plus. Experience running or overseeing a support function, including SLA design and escalation management. Strong executive presence — comfortable presenting to customer leadership and to internal leadership/board-level stakeholders. SaaS background; physical security, security integration, or enterprise hardware/software experience is a plus. A player-coach mindset: genuinely energized by both managing people and staying hands-on with enterprise customers. Proficiency in Microsoft Office tools. ASSA ABLOY offers a competitive compensation and benefits package, including discretionary bonus, a 401(k) plan, education assistance, and an environment that reflects our commitment to our employees. The wage range for this role considers a broad scope of factors that are considered when making compensation decisions. Pay within each range is based on a variety of factors including, but not limited to, to primary work job-related knowledge, skills, experience, training, licensure and certifications, business requirements, geographic location and other business and organizational needs. This salary range is a reasonable estimate for this position at the time of posting. ASSA ABLOY conducts regular review of compensation ranges and therefore reserves the right to alter this range at any given time. Working for ASSA ABLOY means that you will be part of a dynamic environment, developing innovative solutions to improve our customers' lives. As the global leader in door opening solutions, we are using the latest technologies to open doors to events, hospitals, education, homes, hotels, airports and businesses. Joining ASSA ABLOY means being part of a fast-moving company with many opportunities. “Let’s open the doors to the future – together!” ASSA ABLOY is an Equal Opportunity Employer/Minorities/Females/Disabled/Veteran We are the ASSA ABLOY Group Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.