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 -
Business
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…
To View & Apply for jobs on this site that accept applications from your location or country, tap the button below to make a Search.
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
Search for further Jobs Here:
×