Senior Director, Customer Success

Senior Director, Customer Success

Aurora, IL (Hybrid)

Senior Director, Customer Success

The Senior Director, Customer Success will define and lead Sonova’s North American customer success strategy while ensuring exceptional execution across Customer Service, Technical Support, Lead Generation, and Software Support teams. This role combines strategic vision with hands‑on operational leadership to deliver best‑in‑class customer experiences, drive operational excellence, and position Sonova as the industry leader in customer satisfaction and service delivery.

Responsibilities:

• Define and execute a multi‑year customer success strategy aligned with business priorities, product launches, and evolving customer needs
• Lead and develop a large, multi‑channel organization across retail and wholesale customer support functions, fostering a high‑performance, customer‑centric culture
• Drive operational excellence through workforce planning, capacity modeling, and daily management systems that improve productivity and service levels
• Establish scalable processes and governance to ensure consistency, quality, and efficiency across all customer‑facing teams
• Champion resolution of high‑impact customer issues, partnering cross‑functionally to drive timely, effective solutions
• Integrate systems and processes across Customer Service, Technical Support, and Software Support to enable seamless, end‑to‑end customer experiences
• Develop and implement KPI frameworks to measure performance, including service levels, response times, resolution rates, and customer satisfaction
• Leverage data and analytics (CRM, telephony, ERP) to identify trends, drive insights, and inform strategic decisions
• Evaluate and implement new technologies, including AI‑driven tools, to enhance efficiency, automation, and customer engagement
• Lead change management initiatives, particularly during product launches and organizational transitions, ensuring minimal disruption to customer experience
• Partner closely with Sales, Marketing, and Operations to align on customer needs, drive revenue growth, and improve retention
• Manage departmental budget, ensuring cost optimization while maintaining high service standards

More about you:

• 15+ years of progressive Customer Support, Customer Success, or Customer Service leadership, including experience at the Director / Sr. Director level
• Proven experience leading large, multi‑channel teams (100+ employees), including remote or hybrid environments
• Strong track record of driving transformation, operational excellence, and customer‑centric strategies
• Experience partnering cross‑functionally with Sales, Marketing, and Operations to drive growth and retention
• Deep understanding of customer service technologies (CRM, workforce management, telephony) and data‑driven decision making
• Demonstrated ability to balance strategic planning with hands‑on execution in a fast‑paced environment
• Excellent leadership, communication, and influencing skills with a strong customer‑first mindset

A minimum of 200

Mb/sec download and 10

Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova

• Medical, dental and vision coverage*
• Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
• Tele Health options
• 401k plan with company match*
• Company paid life/ad&d insurance
  • Additional supplemental life/ad&d coverage available
• Company paid Short/Long‑Term Disability coverage (STD/LTD)
  • STD LTD Buy‑ups available
• Accident/Hospital Indemnity coverage
• Legal/ Assistance
• PTO (or sick and vacation time), floating Diversity Day, & paid holidays*
• Paid parental bonding leave
• Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)
• Robust Internal Career Growth opportunities
• Hearing aid discount for employees and family
• Internal social recognition platform

This role's pay range is between: $154,000 - $220,000. This role is also bonus eligible.

At Sonova, we prioritize the well‑being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team‑customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the marketplace. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.