Director of Customer Success (Manufacturing / Tech)

Director of Customer Success (Manufacturing / Tech)
Location: Los Angeles, California
Employment Type: Full-Time | On-Site
Package: $150K-$200K + Commission + Equity + Benefits

Are you a strategic customer leader ready to build and scale world-class customer success functions in a high-growth tech environment? This is an opportunity to lead the full customer lifecycle, from onboarding to renewal, at a fast-scaling company delivering high-impact solutions to enterprise clients.

As Director of Customer Success, you’ll drive retention, satisfaction, and growth across a diverse customer base. You’ll lead and evolve all post-sales functions, including success, support, and proactive customer strategy. Working closely with cross-functional teams, you’ll translate customer insights into commercial outcomes, impacting both product direction and company trajectory.

This role suits a hands-on leader with a clear understanding of customer journey design, lifecycle metrics, and customer advocacy. You’ll shape how support, success, and growth come together to deliver scalable and profitable customer experiences.

Key Responsibilities:

• Own and execute the customer success strategy aligned with long-term company objectives
• Define success frameworks, onboarding flows, health scoring, and renewal/upsell motions
• Collaborate across product, sales, and operations to integrate customer voice into roadmap decisions
• Build and lead a high-performing Customer Success and Support team, setting clear career paths and expectations
• Establish and monitor KPIs including NRR, CSAT, churn, and expansion metrics
• Create segmentation strategies and playbooks to manage accounts based on usage, ARR, and lifecycle stage
• Drive continuous improvement initiatives that optimize responsiveness, satisfaction, and efficiency
• Serve as a customer advocate, embedding structured feedback loops into the organization

Essential Skills and Experience:

• 8+ years in customer success, account management, or support leadership roles, ideally within SaaS or complex technical products
• Demonstrated success driving retention, growth, and adoption at scale
• Strong background in building customer success systems, metrics, and tooling from the ground up
• Deep understanding of post-sales lifecycle, segmentation, and strategic account management
• Experienced in managing, mentoring, and scaling customer-facing teams
• Excellent communication and stakeholder management across technical and executive audiences

Eligibility:
Must be authorized to work in the U.S. without sponsorship.

Application Instructions:
To express interest in this opportunity, click to apply or send your resume to jake.payne@newspacetechnical.com