The Director of Customer Success will lead a team to drive customer retention and satisfaction while managing multi-million dollar accounts and enhancing customer relationships.
Transfr is on a mission to help create pathways to career success. Our immersive career exploration and training simulations empower learners and job seekers of all ages find the right job for them and build the skills they need to enter (or reenter) the workforce or change careers — helping them improve their quality of life.
Immersive VR experiences from Transfr have been shown in studies to deliver better learning gains than video tutorials, slide presentations, and other training methods. Learners also find Transfr experiences highly engaging and enjoyable. At Transfr, we believe the future starts with innovative workplace training and skills development. We’re building bridges between schools, workplaces, and governments to help improve training and job placement pipelines and create a better tomorrow, today.
Role Overview:
The Director of Customer Success is responsible for guiding and overseeing designated Team Leads who manage Customer Success Managers (CSMs) and/or Associate CSMs. This person will lead a growing team responsible for onboarding, supporting, and growing relationships with Transfr’s customers. You will play a critical role in shaping our customer journey, driving outcomes that support both client impact and company growth. This is a strategic, high-visibility position with responsibility for customer retention, satisfaction, and expansion.. The role focuses on effective people leadership, driving a collective renewal target and delivering exceptional customer outcomes. The Director reports into the Regional VP (RVP) of Customer Success, West.
*Please note: this role requires up to 50% travel, therefore we will only be considering candidates who are based in the Western US (including TX). Territory is subject to change based on Company needs.
Key Responsibilities:
- Collaborate with the RVP to tailor and implement the customer success strategy to meet regional objectives on product adoption, churn reduction and expansion opportunities.
- Recruit, onboard, coach, and lead Team Leads, and teams of CSMs, and/or Associate CSMs to ensure they meet customer success targets related to retention, satisfaction, and business growth.
- Manage on-time renewals, and identify opportunities for upselling within the defined Team.
- Establish clear performance metrics (e.g., NPS, CSAT, retention rates) and ensure regular reporting to executive leadership with actionable insights.
- Segment customer base and tailor engagement strategies to meet diverse needs and maximize value with particular attention to high-profile and strategic accounts.
- Work with cross-functional teams to advocate for customer needs, including recommending product improvements or new features based on feedback.
Qualifications:
- Minimum of 8 years of experience in customer success or account management
- Minimum of 4 years of people management experience (is preferred)
- Exceptional prioritization and organizational capabilities to manage all aspects of a $10M+/- book of business.
- Ability to work independently and manage multiple customer relationships simultaneously.
- Technically adaptive with capability to learn new solutions, features/functionality, and communicate those in a value-added way to customers.
- Adept in identifying customer risks and proactively engaging customers to equip them with solutions.
- Strong presentation, negotiation, problem-solving and analytical skills.
- Proven track record of consistently exceeding objectives - self-motivated, and driven by results.
- Willingness to travel up to 50% of the time.
Performance Metrics:
- Success of CSMs and/or Associate CSMs under their management.
- Customer health and retention within the BoB of team members.
- Revenue growth (through upsells and renewals) within the BoB of team members.
- Team customer satisfaction, measured through PL Surveys, CSAT and NPS scores.
What We Offer:
The base salary range for this position is expected to be between $120,000 - $130,000, with the actual base salary amount dependent on a number of factors, including but not limited to a candidate’s credentials, relevant experience, and primary job location. In addition to salary this role is eligible for additional company benefits such as commission, stock options, 401(k), paid vacation and sick time, and medical/dental/vision insurance.
In Closing:
If you're looking to make a big difference in the lives of others, we invite you to join us on our mission to make learning more intuitive and help individuals develop the skills they need for career success.
Be a part of creating pathways to prosperity by helping to develop training simulations to teach skills that lead to well-paying jobs, for all.
At Transfr, we embrace diversity because it breeds innovation. Transfr is an equal opportunity employer that participates in E-Verify committed to providing equal employment opportunities to all applicants, consultants, and employees, and prohibits discrimination and harassment of any type without regard to race, color, religion, age, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
**Must be authorized to work in the United States without restriction**
Learn more at transfrinc.com
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