Customer Success

Nicely Co.; Tulsa (OK); On-site; USD 120,000 - 180,000; Full time

Job summary

Nicely Co. is seeking a Director of Customer Success to lead onboarding, adoption, outcomes, and retention signals. You will translate company priorities into documented plans, partnering across functions to build scalable processes and drive results in an early-stage environment.

The role emphasizes owning the roadmap, setting policies, and guiding budgets and headcount while delivering measurable outcomes and strong leadership across teams.

Qualifications

• Demonstrated capability relevant to customer onboarding, adoption, outcomes, retention signals, proactive guidance, and scalable success processes.
• Judgment and ownership appropriate for the Director of Customer Success scope.
• Strong written and verbal communication with both specialists and cross-functional partners.
• Ability to organize ambiguous work, make progress independently, and document decisions.
• Comfort building systems in an early-stage environment where priorities may evolve.
• Commitment to ethical conduct, confidentiality, security, accessibility, and inclusive collaboration.
• Previous leadership experience strongly preferred, including setting priorities and developing people.
• Experience managing resources, risks, and performance without relying on excessive process.

Responsibilities

• Set direction for customer onboarding, adoption, outcomes, retention signals, proactive guidance, and scalable success processes.
• Translate the priorities of the Director of Customer Success role into documented plans, decisions, and measurable outcomes.
• Build lightweight, repeatable processes that fit an early-stage company and can mature over time.
• Collaborate across functions to resolve dependencies and deliver complete outcomes.
• Identify risks early, recommend proportionate solutions, and escalate consequential decisions.
• Maintain accurate documentation and handle company, customer, and employee information responsibly.
• Use relevant evidence and feedback to improve quality, efficiency, and stakeholder experience.
• Communicate progress, constraints, priorities, and results clearly to affected teammates.
• Partner with the Founder/CEO on company strategy, budgets, resource choices, and performance measures.
• Build the function's roadmap, operating policies, and future hiring plan.
• Develop future team members through clear expectations, coaching, and accountable leadership.
• Balance immediate execution with organizational resilience and scalable company growth.

Skills

Customer onboarding

Adoption metrics

Retention signals

Proactive guidance

Scalable processes

Cross-functional collaboration

Leadership

Documentation

Decision making

Job description

Director of Customer Success

Lead and build Nicely Co.'s customer onboarding, adoption, outcomes, retention signals, proactive guidance, and scalable success processes as Director of Customer Success, with meaningful ownership in an early-stage company.

Position overview

Nicely Co. is seeking a Director of Customer Success to strengthen customer onboarding, adoption, outcomes, retention signals, proactive guidance, and scalable success processes. This role will turn company priorities into clear, dependable work while partnering directly with colleagues across functions.Nicely Co. is an early-stage company, so this position will help create the processes and internal systems behind the work, not merely inherit a mature playbook. The successful candidate will use sound judgment, communicate tradeoffs, and operate with appropriate autonomy.Responsibilities may evolve as the company grows. This is an opportunity to influence how the Customer Success function develops, establish useful standards, and leave behind systems that scale responsibly.

Responsibilities

• Set direction for customer onboarding, adoption, outcomes, retention signals, proactive guidance, and scalable success processes.
• Translate the priorities of the Director of Customer Success role into documented plans, decisions, and measurable outcomes.
• Build lightweight, repeatable processes that fit an early-stage company and can mature over time.
• Collaborate across functions to resolve dependencies and deliver complete outcomes.
• Identify risks early, recommend proportionate solutions, and escalate consequential decisions.
• Maintain accurate documentation and handle company, customer, and employee information responsibly.
• Use relevant evidence and feedback to improve quality, efficiency, and stakeholder experience.
• Communicate progress, constraints, priorities, and results clearly to affected teammates.
• Partner with the Founder/CEO on company strategy, budgets, resource choices, and performance measures.
• Build the function's roadmap, operating policies, and future hiring plan.
• Develop future team members through clear expectations, coaching, and accountable leadership.
• Balance immediate execution with organizational resilience and scalable company growth.

Qualifications

• Demonstrated capability relevant to customer onboarding, adoption, outcomes, retention signals, proactive guidance, and scalable success processes.
• Judgment and ownership appropriate for the Director of Customer Success scope.
• Strong written and verbal communication with both specialists and cross-functional partners.
• Ability to organize ambiguous work, make progress independently, and document decisions.
• Comfort building systems in an early-stage environment where priorities may evolve.
• Commitment to ethical conduct, confidentiality, security, accessibility, and inclusive collaboration.
• Previous leadership experience strongly preferred, including setting priorities and developing people.
• Experience managing resources, risks, and performance without relying on excessive process.

Preferred qualifications

• Experience with modern methods and tools used in Customer Success.
• Experience in a startup, small business, or other resource-conscious environment.
• Evidence of improving a workflow, standard, product, service, or measurable outcome.
• Relevant education, certification, portfolio, or equivalent practical experience.
• Experience establishing or substantially rebuilding a function.
• Experience advising executive decisions with clear analysis and constructive challenge.
• Flexible work arrangements where applicable.
• Opportunity to help build an early-stage company.
• Direct impact on company growth and operating quality.
• Cross-functional collaboration and professional development opportunities.
• Significant ownership over assigned responsibilities.
• Opportunity for responsibilities to expand as the company grows.