Customer Support Director

Customer Support Director - (_1.1)

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Job Title

Customer Support Director

Job Type

Full-time

Category

Customer Success

Education

Bachelor's Degree

Location

REMOTE/PCI Office - Red Bank, NJ 07701 US (Primary)
US

PCI offers a wide range of services from DCAA audit support to full Deltek Costpoint implementations. Our consulting practice helps project-based businesses gain better visibility and control of their everyday processes, and we assist in running backend accounting departments. PCI is a Deltek Premier Partner, and we specialize in consulting, implementation, and training for Deltek products. Our goals are to ensure project-based businesses can move past any barriers that impede profitability—leaving customers focused on success and growth.

PCI is looking for a motivated, self-starter to join our team of accounting and consulting professionals join our team. Operations will be conducted in the Deltek ERP family of systems. PCI offers competitive salaries and benefits and the ability to work in a remote environment.

The Customer Success Director is responsible for leading the overall customer support strategy and operations to ensure an exceptional client experience. This role oversees support teams, manages critical escalations, and drives process improvements to enhance efficiency and accuracy. Key responsibilities include developing engagement and communication strategies, implementing best practices for customer success, and partnering with cross-functional teams—such as Product Management, Marketing, and Sales—to provide insights that shape innovation and continuous improvement.

The director ensures high customer satisfaction, retention, and growth by maintaining service excellence, optimizing workflows, and aligning support initiatives with business objectives.

This role requires a strategic yet hands‑on leader who thrives in an entrepreneurial environment, builds trust across teams, and brings a continuous improvement mindset to both internal and customer‑facing operations. This position exists to support and amplify the work of the Director of Operations; ensuring that operational, people, and customer functions run smoothly so leadership can focus on strategy, innovation, and growth.

Lead the Software Support team responsible for supporting clients using Deltek products, ensuring high service quality and responsiveness.

Support ongoing efforts of clients as they continue to grow their business and business initiatives.

Manage migrations of ERP systems, as needed.

Manage the Customer Success Managers (CSM) and support the expansion of the CSM team to scale client engagement.

Oversee client onboarding, renewals, and relationship management to increase customer satisfaction, adoption, and retention.

Implement metrics and feedback loops to measure and improve customer “stickiness” and experience.

Collaborate with the Director of Operations to develop, implement, and support new company initiatives and service offerings.

Develop scalable processes, frameworks, and best practices to ensure operational efficiency and long-term sustainability.

Partner cross-functionally with Sales, Marketing, and Operations to ensure smooth implementation and alignment with strategic goals.

10+ years of experience in HR, Customer Success, or Operations, including at least 4 years in a leadership role.

Experience with Deltek products (Costpoint, Vantagepoint, Maconomy) preferred.

Proven success leading customer-facing teams and improving client retention.

Demonstrated ability to manage multiple functions in a fast-paced, evolving organization.

Exceptional communication, leadership, and organizational skills.

Entrepreneurial mindset with a focus on innovation and continuous improvement.

This position’s salary range can vary depending on the applicant's experience. Our company culture believes in recognizing and rewarding talent from within. PCI offers a variety of benefits and additional compensation to include, Medical/Dental/Vision, 401K Match, Wellness Benefit, Life Insurance, S&L Term Disability, Supplemental Insurances, Unlimited PTO and a Performance based bonus program.

EEO Statement
PCI is an Equal Opportunity/Affirmative Action Employer and does not discriminate in our hiring or employment practices on the basis of any categories protected under applicable federal, state or local laws. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status.

Please note:

We will often continue to source candidates for these roles as they are in high demand even if there is not an immediate vacancy.