Position Overview
We are seeking a hands-on Director of Customer Success & Project Delivery to lead and scale our customer-facing delivery team. You’ll oversee the work of Customer Success / Project Managers while rolling up your sleeves to handle complex technical, project, and client relationship challenges yourself. Your focus will be on driving customer outcomes, building team maturity, and ensuring successful delivery of our platform in a fast-paced, high-growth environment.
This role requires an individual with strong leadership skills, a technical mindset, and the ability to establish trusted relationships with customers and internal teams. You must be comfortable operating with ambiguity and driving structure as the company scales.
Key Responsibilities
- Leadership & Team Management
- Lead, mentor, and grow a team of Customer Success / Project Managers
- Establish best practices, workflows, and processes to ensure consistency and excellence in customer delivery
- Scale up the function as the company grows
- Customer Success Strategy & Vision
- Define and drive customer success strategy across onboarding, adoption, retention, and expansion
- Set and monitor KPIs for customer satisfaction, engagement, renewals, and implementation success
- Drive vision for Customer Success function as the Company scales
- Hands-On Project Execution
- Lead by example by leading implementation of high-priority, mission-critical, complex customer projects, including onboarding, data analysis, and platform configuration to meet customer's business requirements (i.e. use cases)
- Step in to troubleshoot and resolve escalated customer issues, leveraging both technical and communication skills
- Lead internal and customer-facing meetings to align on goals, timelines, and deliverables
- Cross-Functional Collaboration
- Partner with Product, Engineering, and Sales to incorporate customer feedback into roadmaps and support go-to-market efforts
- Contribute to demo development and pre-sales efforts, including crafting tailored presentations or solution walkthroughs
- Customer Relationship Management
- Build strong relationships with senior customer stakeholders and serve as a strategic advisor
- Act as the voice of the customer internally and advocate for their success throughout the customer lifecycle
- Experience
- 10+ years in customer success or project delivery, or project management roles, with at least 3+ years in a leadership or team lead capacity
- Background in enterprise software, ideally within industrial verticals like chemicals, plastics or materials manufacturing
- Chemical industry experience is preferred
- Experience working in a startup or scale-up environment is highly preferred
- Technical & Analytical Skills
- Ability to understand and explain technical solutions at a high level, e.g. APIs, data models, integrations etc.
- Proficient with data analysis, experience with Python and AI solutions a plus
- Strong understanding of enterprise software implementation processes and technical onboarding
- Project & Change Management
- Deep expertise in managing customer-facing software projects end-to-end
- Familiarity with change management strategies and training development requirements of large global enterprises
- Communication & Leadership
- Excellent written and verbal communication skills, comfortable leading meetings and presenting to executives of large global enterprises
- Proven ability to inspire, motivate, and develop team members in a remote environment
- Mindset
- Customer-first mentality with a bias for action and ownership
- Comfortable with ambiguity, energized by solving problems collaboratively and creatively
What We Offer
- A high-impact leadership role at a fast-growing company
- The opportunity to shape and grow a critical customer-facing function
- Competitive salary and equity options
- A remote-first work environment with a passionate, supportive team
