Asst Vice President - Director of Customer Service

Director of Customer Success / Asst VP Experiences

Location : Mclean, VA

Security Clearance : US Citizen / Clearable

We are seeking a visionary and strategic Director of Customer Success to lead our Customer Success organization. In this critical leadership role, you will be responsible for architecting and executing a unified strategy that ensures our diverse customer base achieves maximum value from our entire suite of products and services. Your primary mission is to transform the customer experience from a series of individual product interactions into a seamless, high-value strategic partnership, ultimately driving adoption, retention, and growth across the entire portfolio.

Key Responsibilities :

• Act as the definitive “Voice of the Customer” (VoC), synthesizing insights from across the portfolio to inform executive strategy, product roadmaps, and service offerings.
• Establish a “Center of Excellence” (CoE) for customer engagement, standardizing core playbooks (e.g., onboarding, QBRs, health scoring) while allowing for product‑specific nuances.
• Lead, mentor, and scale a high‑performing team of Program Managers, Technical field support team, Training and customer success operations.
• Oversee the development of robust training and enablement programs to manage the high cognitive load and ensure deep expertise across the team.
• Champion cross‑functional alignment to break down internal silos between product, sales, support, and marketing teams.
• Collaborate with Product teams to provide consolidated customer feedback that prioritizes integration improvements and addresses key pain points.
• Establish clear SLAs and communication channels with Support and Engineering to mitigate internal friction and create a seamless support experience for the customer.

Qualifications & Experience :

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