Director, Customer Success Strategy — Hybrid

Socket.dev

Reading (Berks County)

Hybrid

USD 150,000 - 190,000

Full time

9 days ago

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Job summary

Penske Truck Leasing/Transportation Solutions is seeking a Director of Customer Success to oversee the development and execution of a comprehensive CS program from Reading, PA. This role partners with cross‑functional leaders to ensure adoption, retention, and value realization of our products.

A servant‑leader with high EQ is essential to mentoring teams and shaping strategic initiatives. The ideal candidate has substantial leadership experience across CS, sales, or related service areas,

Qualifications

Bachelor’s degree required; Master’s degree preferred.
10+ years in leadership, business, customer service, marketing, IT, or related fields.
5+ years – team management and development.
Experience influencing and/or driving alignment with senior leadership on strategic initiatives.
Demonstrated experience leading customer success, sales, or other service‑oriented teams.
Strong Leadership skills.
Strong Interpersonal Skills.
Excellent Communication Skills (written and verbal).
Strong Presentation Skills.
Strong Business Acumen.
Leader with ability to influence peers and executives, motivate direct reports.
Aptitude and passion for Technology.
Strategic Planning.
Critical Thinking and Problem Solving.
Marketing and Sales Skills.
Regular, predictable, full attendance is essential.

Responsibilities

Build, develop, and lead the Penske Customer Success team.
Develop Customer Success Strategy & Vision.
Develop customer adoption, retention, and expansion strategies.
Customer Success Enablement – Drive customer outcomes, product adoption, and customer experience.
Lead cross‑functionally to deliver customer success.
Define and optimize customer journey.
Operational Excellence – Ensure the delivery of a legendary customer experience.
Review and prioritize customer feedback.
Identify product and service opportunities and gaps.
Monitor KPIs and metrics for team performance and customer outcomes.
Utilize data to make informed decisions and track strategic initiatives.
Report out on team performance, goals, wins, and updates.
Build and nurture relationships in the Sales Organization.
Work closely with Sales leadership on strategic initiatives.
Other duties/responsibilities as assigned by manager.