Director of Customer Success

Director Of Customer Success

As the Director of Customer Success, you will lead the strategy, operations, and culture of Wonderlic's Customer Success organization. You will ensure customers realize measurable value from our science-based assessment solutions, drive high adoption and retention, and partner closely with Sales to expand revenue through cross-sell and upsell opportunities. Working cross-functionally with Sales, Product, and Marketing, you'll scale Customer Success as a growth driveraligning customer outcomes with business goals, influencing our product roadmap, and empowering your team to deliver exceptional experiences that strengthen long-term relationships and drive sustainable expansion.

Essential Functions :

• Strategy & Leadership
• Develop and execute the Customer Success strategy in partnership with senior leadership.
• Define key objectives, success metrics, and operating rhythms aligned with company goals.
• Build and evolve the CS organizational structure to scale with business growth.
• Customer Outcomes
• Define and track metrics such as NRR, GRR, adoption, and satisfaction to ensure customer success.
• Drive exceptional onboarding, training, and ongoing success through data-driven improvements.
• Lead initiatives that drive product adoption, renewals, and account expansion.
• Team Development
• Mentor and develop a team of Customer Success professionals, fostering accountability, curiosity, and continuous improvement.
• Implement best practices and enablement tools to enhance team performance and customer impact.
• Cross-Functional Collaboration
• Partner with Product, Marketing, and Sales to surface customer insights and drive product and process improvements.
• Serve as a customer advocate to ensure their voice informs strategy, roadmap, and go-to-market decisions.
• Customer Value & Revenue Growth
• Collaborate with Sales and RevOps to identify and execute growth opportunities across existing accounts.
• Ensure CS team members are trained to confidently position additional products and services that align with customer outcomes.
• Track and report on key revenue metrics, including Net Revenue Retention, expansion ARR, and renewal rates.

Supervisory Responsibilities : Managing, coaching, and mentoring a team of Customer Success Managers.

Reports to : President

Required Competencies and Experience :