Description:
Are you a strategic leader who is passionate about delivering exceptional customer experiences and building high-performing teams? Red Dot is looking for a Director of Customer Success who thrives in a fast-paced environment and is driven to create best-in-class processes, develop people, and ensure customer satisfaction from project kickoff through completion.
The Director of Customer Success will be responsible for leading and developing the Customer Success department, ensuring a seamless and consistent customer journey post-sale. This role requires a strong leader who can drive accountability, remove operational obstacles, and align cross-functional teams to deliver projects on time while exceeding customer expectations.
Key Responsibilities:
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Lead, coach, and develop Customer Success Managers and support staff
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Establish clear performance expectations, KPIs, and accountability standards
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Build and refine scalable processes to ensure consistency across all projects
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Foster a culture of ownership, urgency, and proactive communication
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Conduct performance reviews and support ongoing professional development
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Forecast workload and staffing needs to ensure proper team capacity
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Own the end-to-end customer experience from post-sale through project completion
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Ensure consistent, proactive communication with customers throughout the project lifecycle
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Oversee escalated customer issues and lead resolution strategies
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Monitor customer satisfaction and implement continuous improvement initiatives
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Collaborate with Sales, Engineering, Logistics, Production, and Installation teams to align timelines and expectations
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Identify operational bottlenecks and implement process improvements across departments
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Facilitate cross-functional communication to reduce inefficiencies and rework
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Develop and maintain project tracking tools, dashboards, and reporting systems
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Ensure project milestones, deliverables, and documentation are accurate and on schedule
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Identify risks early and coordinate mitigation strategies with leadership
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Implement best practices for change management and scope control
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Analyze trends in delays, issues, and customer feedback to drive improvements
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Monitor departmental performance metrics including customer satisfaction, cycle times, and project outcomes
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Partner with Accounting to support documentation and communication tied to cash flow and collections
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Drive operational efficiencies to improve overall performance and margins
Benefits:
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Highly competitive salary and benefits package, based on experience
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Potential for bonus or incentive opportunities
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Generous paid time off
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Leadership growth and development opportunities
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Ability to make a significant impact within a growing organization
Requirements:
Skills and Qualifications:
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Proven leadership experience in Customer Success, Project Management, or related field
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Strong background in manufacturing, construction, or similar industry preferred
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Demonstrated ability to lead teams, develop talent, and drive accountability
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Strategic thinker with strong operational and process improvement skills
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Excellent communication, problem-solving, and decision-making abilities
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Experience working cross-functionally with multiple departments
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Proficiency with Microsoft Office and project management systems (ERP, Basecamp, Teams, etc.)
