Director, Customer Experience

Simpson Strong-Tie is a leader in engineered structural connectors, software, and solutions for the building industry. We maintain a reputation as a trusted manufacturer, partner, and corporate citizen committed to our customers and employees.

Our founder, Barc Simpson established 9 Principles of Business we live out as company values and have made Simpson Strong-Tie an inspiring place to work since 1956. Our team of talented people are dedicated to our shared mission : to provide solutions that help people design and build safer, stronger structures.

Learn about our company culture directly from our team .

YOU

The Director of Customer Success will lead and drive the strategy and execution for a high-performing Customer Success team. The Director will be responsible for ensuring customers achieve their desired outcomes with our Digital Solutions, leading to high customer satisfaction, retention, and growth. This role requires a strong leader who can work cross-functionally with sales, product, and support teams to ensure seamless customer experiences and foster long-term relationships.

WHAT YOU'LL BE DOING (% of Time)

Leadership & Strategy : (25%)

• Develop and execute a comprehensive Customer Success strategy focused on time to value, customer satisfaction, retention, and growth.
• Lead, mentor, and scale a team of Customer Success Managers (CSMs), Onboarding Specialists, Customer Support staff, and other sub-functions within the Customer Success department.
• Align the team's goals with business objectives, ensuring that customer success is a core part of the company's growth strategy.

Cross-functional Collaboration : (20%)

Operational Excellence : (15%)

Customer Advocacy & Voice of the Customer : (15%)

Customer Onboarding & Retention : (15%)

Customer Relationship Management : (10%)

DESIRED SKILLS AND EXPERIENCE

If you can do everything listed above, you've got what it takes. Perhaps some of the following would be helpful too :

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is frequently required to sit, talk, and hear, and sometimes walk and stand. While performing the duties of this job, the employee may occasionally push or lift up to 25 lbs.

WORK ENVIRONMENT

This job operates in a professional office environment where standard office equipment such as computers, phones, printers / scanners, etc. are frequently used.

TRAVEL REQUIRED

This job requires 20% domestic travel.

WORK STATUS & LOCATION

This full-time, exempt position is remote.

RELOCATION

Relocation is not available for this position.

Pay

$120,900 - 205,500 / year

Posted pay range is based upon national average and may vary depending on geographical work location

#LI-Remote

REWARDS AT SIMPSON STRONG-TIE

We recognize and reward employees with a carefully designed and comprehensive rewards package, including competitive compensation, quarterly bonuses or commission and first-rate benefits. May exclude some positions, such as seasonal jobs.

In keeping with our values and commitment to diversity, equity, and inclusion in our communities, we are an equal opportunity employer. This means that our employment decisions are based on your qualifications and merit, and our business needs.

Please note all job offers are contingent upon a successful background investigation and drug test. Simpson Strong-Tie's drug policy is based upon Federal Law, and therefore will screen applicants for amphetamines, including methamphetamines, cocaine, phencyclidine and opiates.

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Company : Simpson Strong-Tie Company Inc.