Sr. Director Success Support

New

Skills

Communication Skills Cross-functional Collaboration Customer success Customer Support Data Analysis Strategic Planning Team leadership

Customer.io is seeking a dynamic Sr. Director, Success & Support to lead our customer success and support teams. This full-time, remote position is available to candidates across the Americas. Join us to empower automated communications that people love to receive and drive exceptional customer experiences.

Job Overview
  • Lead and develop the Success & Support teams in a remote-first environment.
  • Oversee strategy and execution for customer satisfaction and retention.
  • Collaborate cross-functionally to enhance automated communication services.
  • Champion initiatives to improve customer engagement and loyalty.
Key Responsibilities
  • Drive customer success strategies to increase satisfaction and retention.
  • Manage and mentor remote support and success team members.
  • Monitor and analyze customer feedback, identifying areas for improvement.
  • Collaborate with product and engineering teams to solve customer challenges.
  • Establish and track key performance metrics for success and support.
Requirements & Qualifications
  • Proven experience in customer success and support leadership roles.
  • Strong background in SaaS or automated communication platforms.
  • Excellent communication and remote team management skills.
  • Analytical mindset with ability to interpret customer data.
  • Ability to drive strategic initiatives in a fast-paced environment.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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