Director of Customer Engagement
Job in
McLean, Fairfax County, Virginia, USA
Listed on 2025-12-19
Listing for:
LinTech Global, Inc.
Full Time
position Listed on 2025-12-19
Job specializations:
-
Customer Service/HelpDesk
Customer Success Mgr./ CSM, Client Relationship Manager
Job Description & How to Apply Below
Director of Customer Engagement
Location: McLean, VA (Hybrid)
Department: Customer Experience / Client Services Reports To: Chief Executive Officer (CEO)
Employment Type: Full-Time
The Vice President (VP) of Customer Success will serve as a strategic leader responsible for developing and executing the organization's customer success vision across the entire customer lifecycle. This executive role is critical in driving customer satisfaction, loyalty, and long-term value through deep relationship‑building, customer advocacy, and ongoing support. The ideal candidate brings significant leadership experience in customer success, especially within government or government contracting sectors, and has a proven track record of improving retention, reducing churn, and enhancing customer experience metrics at scale.
Key Responsibilities- Determine and proactively address customer needs through focus groups, surveys, buyer journey analysis, and interviews.
- Build and maintain long‑term relationships with key clients and stakeholders, ensuring high levels of customer satisfaction and retention.
- Serve as the voice of the customer within the organization and communicate feedback to cross‑functional teams.
- Increase customer conversion rates through value‑driven education and onboarding initiatives.
- Lead efforts to reduce churn by monitoring key metrics such as NPS, CSAT, and retention rates, and taking action on customer risk indicators.
- Design and implement customer engagement and loyalty strategies that drive upsells, cross‑sells, and renewals.
- Implement robust feedback collection programs (e.g., interviews, surveys, social listening) to track satisfaction and identify improvement areas.
- Advocate for customer interests within product development, marketing, and executive strategy meetings.
- Act as the executive sponsor for high‑value accounts and customer escalations.
- Oversee the development and delivery of customized training and enablement sessions for customers, focusing on immediate ROI and product mastery.
- Champion onboarding and implementation best practices to ensure successful product adoption and usage.
- Drive excitement for product launches and service enhancements through proactive communication and client engagement.
- Partner with marketing to highlight success stories and amplify positive customer experiences.
- Collaborate closely with product teams to ensure roadmap alignment with customer feedback and market demand.
- Leverage demographic and behavioral data to define ideal customer profiles and shape product strategies.
- Lead, mentor, and scale a high‑performing customer success organization across support, account management, and enablement.
- Foster a customer‑first culture throughout the organization.
- Ensure alignment with company OKRs, financial goals, and customer success KPIs.
- Experience: Minimum 15 years in customer‑facing roles, with at least 10 in leadership; must include experience in government or government contracting environments.
- Education: Bachelor's degree in Business, Marketing, Communications, or a related field (Master's degree preferred).
- Certifications: PMP, Scrum, Agile, or CSM certification(s) highly preferred; CRM and data analytics tools proficiency required.
- Leadership: Demonstrated success in managing cross‑functional teams (support, product, sales) and scaling customer success operations.
- Communication: Exceptional written and verbal communication, with the ability to present at executive levels.
- Interpersonal
Skills:
Strong client‑facing presence; excels in relationship‑building, conflict resolution, and collaboration. - Customer Success Expertise: Deep understanding of customer lifecycle management, success planning, and customer health monitoring frameworks.
- Experience with enterprise CRM systems (Gov Win)
- Familiarity with customer success platforms (
- Data‑driven mindset with experience using analytics for decision‑making
- Expertis…
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