Director of Customer Success & Implementation

The Director of Customer Success is responsible for leading a high-performing team to drive customer satisfaction, retention, and expansion. This role oversees the end-to-end implementation, onboarding, and launch process, including services for creative design work to ensure customers receive a seamless and impactful brand experience. Additionally, this role requires direct account management for key customers, ensuring a personalized and strategic approach to long-term customer success.

A critical part of this role includes capacity planning and scheduling of creative resources to align with customer launch timelines and ongoing design needs. The Director will work cross-functionally with Sales, Product, Creative, and Support teams to drive customer success, maximize adoption, and help customers achieve their business objectives.

Key Responsibilities:

Customer Implementation & Launch (Including Creative Services)

• Oversee the full customer onboarding, implementation, and launch process, ensuring customers successfully integrate and adopt our solutions.
• Develop and manage a structured launch framework that includes creative design services (branding, visual assets, marketing collateral, or UI/UX elements) as part of the onboarding journey.
• Partner with the Creative & Design teams to deliver high-quality design assets that align with customer needs and prioritize projects and balance workloads across design teams.
• Ensure seamless collaboration between Customer Engagement Managers, creative designers, and customer stakeholders to meet deadlines and quality standards.
• Establish best practices and scalable workflows for integrating creative design services into customer implementations.
• Partner with Sales to ensure smooth customer transitions, renewals, and upsell/cross-sell opportunities.
• Utilize CRM (Salesforce) to track engagement and success metrics.

• Implement tracking systems and tools to monitor resource utilization and optimize project timelines.
• Ensure that customer-facing deadlines are met without overloading internal design resources.

Customer Success Management

• Develop and execute customer success strategies to drive engagement, retention, and satisfaction.
• Define and track KPIs for customer success, such as onboarding time, product adoption, and the effectiveness of creative design services.
• Identify at-risk customers and proactively implement retention strategies to mitigate churn.
• Conduct business reviews and success planning sessions with key accounts.

Leadership & Team Development

• Build, mentor, and lead a Customer Success team, including Customer Engagement Managers, Customer Success Managers, and Account Managers.
• Foster a collaborative culture that emphasizes customer-centricity, continuous learning, and creative problem-solving.
• Provide training and coaching to ensure the team excels in managing both technical and creative service delivery.
• Establish performance goals and track team effectiveness using customer success metrics.

Qualifications & Skills

• Bachelor's degree in Business, Marketing, Design, or a related field (MBA preferred).
• 7+ years of experience in Customer Success, Account Management, or Client Services, with at least 3 years in a leadership role.
• Proven experience leading customer onboarding, including creative design services as part of implementation.
• Strong account management experience, including strategic relationship building and customer advocacy.
• Experience in capacity planning, scheduling, and resource allocation for creative teams or customer service functions.
• Excellent project management skills with the ability to oversee both technical and creative service delivery.
• Strong leadership, communication, and relationship management abilities.
• Data-driven mindset with experience using customer success platforms and CRM tools.
• Ability to manage multiple projects and priorities in a fast-paced environment.