Customer Success Director

Job description

Job responsibilities

• Lead the CSM team across cell types (UP, TC, Defense) and set a standard playbook from signature to renewal: kick-off, design, build, FAT, deployment, safe launch, production.
• Own the CSM role at FAT: customer experience, reviewing FAT documents with the DPM, and the talk track for outstanding items.
• Run Executive Business Reviews with customers; keep accurate notes on performance, risks, and trends.
• Translate internal engineering communication into customer-safe language; manage day-to-day channels
• Advise Product on roadmap priority by production impact and Voice of the Customer, not just technical severity.
• Define SLA bounds and the escalation playbook for quality issues, partnering with the internal teams for root cause analysis.
• Coordinate new part introductions, CAD/PT creation, and ECRs with Mission Control and Engineering.
• Support renewals and upsells with validated performance data; marshal customer use cases for marketing.

Job requirements

• 10+ years in customer success, account management, or operations leadership in industrial manufacturing or automation, 5+ years leading a team.
• Value-stream and lean manufacturing fluency; can read a customer's production data and tell the story behind it.
• Strong analytics and reporting discipline; has built account health metrics and review cadences before.
• Executive presence with plant managers and VPs; comfortable owning difficult conversations about gaps and metrics.
• Daily free lunch to keep you fueled and connected with the team
• Flexible PTO so you can take the time you need, when you need it
• Comprehensive medical, dental, and vision coverage
• 6 weeks fully paid parental leave, plus an additional 6–8 weeks for birthing parents (12–14 weeks total)