Customer Success Director — Strategy, Growth & Leadership

Bradycorp; Charlotte (NC); Hybrid; USD 180,000 - 240,000; Full time

Job summary

Brady Corp is seeking a Customer Success Leader to shape a scalable CS function and lead a team of Customer Success Managers across software and services. You will define strategy, operating model, and governance to drive onboarding, adoption, value realization, retention, and expansion.

You will coach and allocate portfolios, partner with Sales, Delivery, Product, and Finance, and act as the executive escalation point to ensure a consistent customer experience from onboarding to renewal.

Qualifications

• Experience leading large customer success teams and programs.
• Proven ability to define and execute CS strategy and operating model.
• Strong governance, metrics, and portfolio management track record.
• Ability to lead cross-functional initiatives with Sales, Delivery, and Product.
• Proven skill in executive communication and stakeholder alignment.

Responsibilities

• Define and execute the CS strategy, operating model, and roadmap for software and services.
• Lead, coach, and develop a high‑performing team of CSMs with measurable outcomes.
• Maintain executive portfolio oversight across onboarding, adoption, and renewal.
• Set standards for software adoption, services delivery, and value realization.
• Design the CS operating system with handoffs, onboarding plans, and governance.
• Build executive sponsorship and act as escalation point for critical issues.
• Own portfolio reporting and translate usage and service metrics into insights.
• Partner with Sales to govern renewals, retention, and expansion opportunities.
• Align multiple functions to customer priorities and drive scalable processes.
• Drive continuous improvement and scalability across the CS function.

Skills

Strategy Leadership

People Leadership

Portfolio Governance

Customer Experience Management

Executive Stakeholder Management

Cross-Functional Collaboration

Data-Driven Decision Making

Job description

Brady Corp is seeking a Customer Success Leader to shape a scalable CS function and lead a team of Customer Success Managers across software and services. You will define strategy, operating model, and governance to drive onboarding, adoption, value realization, retention, and expansion.

You will coach and allocate portfolios, partner with Sales, Delivery, Product, and Finance, and act as the executive escalation point to ensure a consistent customer experience from onboarding to renewal.