Director of Customer Success

Director of Customer Success

Short

Description:

At Auto Store, customers are our top priority. The Director of Customer Success is a highly motivated, strategic and results-oriented team leader tasked with building and maintaining key customer relationships, ensuring their success and maximizing the value they receive from our Auto Store solutions. This role combines direct customer engagement with team leadership responsibilities, including coaching, performance development, strategic planning, and cross-functional collaboration.

The Director of Customer Success serves as both the voice of the customer and a voice of the Customer Success team, helping to shape strategy, improve processes, and ensure the organization delivers exceptional customer experiences that maximize the value customers receive from Auto Store solutions. This role is part of a regional commercial team and plays a critical role in driving customer retention, expansion, operational performance, and team effectiveness.

• Act as a key point of contact and trusted resource for customer operations, Engaging partner distributors and Auto Store internal subject matter experts to collaboratively and proactively support customer operational goals and site health.
• Coordinate with internal and external stakeholders to ensure successful implementations, onboarding, and adoption of solutions, establishing a recurring and long-term relationship with the customer to ensure ongoing, optimized health of their Auto Store system.
• Build and maintain customer relationships strategies, ensuring customers achieve business objectives and maximize the value of their Auto Store systems.
• Proactively identify customer risks and opportunities, developing action plans to improve customer outcomes and accelerate growth opportunities.
• Conduct strategic business and operational reviews with partners and customers, bringing together key stakeholders and resources to review KPIs, discuss recommendations, and identify future expansion opportunities.
• Advocate for customerneedsacrosstheorganizationandserveasakey
  
  Voiceofthe
  
  Customer.

• Leadanddevelopateamof Customer Success Managerstoachievecustomerandbusinessobjectives .
• Conductregularone-on-onemeetingswithteammembersfocusedondevelopment,coaching,problem solving,andcareergrowth.
• Provideongoingguidance,mentoring,andsupporttoimprovecustomerengagementstrategies,business acumen,and technical competency.
• Fosterapositive,collaborative,and customer-obsessedteamculturefocusedonaccountability,continuous improvement,andoperationalexcellence.
• Leademployeedevelopmentthroughperformancefeedback,development planning,and coaching.
• Leadtheonboardingandmentoringofnew Customer Success Managers ,ensuringconsistentadoptionofbestpracticesandprocesses.
• Identifyskillgapsandcoordinatetrainingopportunitiestostrengthenteamcapabilities.

• Helpdefineandexecuteregional Customer Success strategy ,goals,and initiatives.
• Contributetolong-term vision,planning,andcontinuousimprovementeffortsacrossthe
  
  Customer
  
  Success organization.
• Driveconsistencyincustomerengagementmethodologies,operational reviews,health monitoring,andteamaccountplanning.
• Identify trends,risks,andopportunitiesacrossthecustomerbaseandrecommendstrategicactions.
• Collaboratewithcross-functionalteamsincluding
  
  Sales,Solutions Engineering,Product Management,Technical Support,Operations,and Partnerorganizationstoimprovecustomeroutcomes.
• Supportchangemanagementinitiativesandadoptionofnewprograms,tools,and processes.

• Monitorteamperformanceandkeycustomersuccessmetrics,includingcustomerhealth,retention,expansion opportunities,NPS,customer engagement,and adoption.
• Developandmaintainreportingthatprovidesvisib…