Director of Customer Success

AutoStore System Inc.; Salem (NH); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical, Dental, and Vision plans

HSA with company contribution

Paid time off

401(k) with employer match

Educational assistance

Life and Disability Insurance

Job summary

AutoStore is seeking a Director of Customer Success to lead strategic initiatives across regional accounts, align customer outcomes with business goals, and elevate product value. You will coach and develop a team of Customer Success Managers, manage key relationships, oversee health metrics, and collaborate with Sales, Solutions Engineering, and Product Management to drive retention and expansion.

This role requires travel to customer sites, strong leadership, and a customer-centric mindset to

Qualifications

• Proven experience in Customer Success or related role.
• Previous leadership experience managing a team.
• Ability to influence and build trusted relationships with customers and executives.
• Strong leadership, coaching, and team development skills.
• Excellent interpersonal, presentation, verbal, and written communication skills.
• Experience analyzing data, identifying trends, and translating insights into action.

Responsibilities

• Act as a key point of contact for customer operations and align with internal SMEs.
• Coordinate with stakeholders to ensure successful implementations and ongoing health of the system.
• Build and maintain customer relationship strategies to maximize value.
• Identify risks and opportunities and develop plans to improve outcomes.
• Lead strategic reviews with partners and customers to drive ongoing expansion.

Skills

Leadership

Customer Success

Strategic account management

Coaching

Communication

Data analysis

Time management

Cross-functional collaboration

Stakeholder management

Travel readiness

Job description

Director of Customer Success

Short Description: At AutoStore, customers are our top priority. The Director of Customer Success is a highly motivated, strategic and results-oriented team leader tasked with building and maintaining key customer relationships, ensuring their success and maximizing the value they receive from our AutoStore solutions. This role combines direct customer engagement with team leadership responsibilities, including coaching, performance development, strategic planning, and cross-functional collaboration. The Director of Customer Success serves as both the voice of the customer and a voice of the Customer Success team, helping to shape strategy, improve processes, and ensure the organization delivers exceptional customer experiences that maximize the value customers receive from AutoStore solutions. This role is part of a regional commercial team and plays a critical role in driving customer retention, expansion, operational performance, and team effectiveness.

Tasks & Responsibilities

• Act as a key point of contact and trusted resource for customer operations, Engaging partner distributors and AutoStore internal subject matter experts to collaboratively and proactively support customer operational goals and site health.
• Coordinate with internal and external stakeholders to ensure successful implementations, onboarding, and adoption of solutions, establishing a recurring and long-term relationship with the customer to ensure ongoing, optimized health of their AutoStore system.
• Build and maintain customer relationships strategies, ensuring customers achieve business objectives and maximize the value of their AutoStore systems.
• Proactively identify customer risks and opportunities, developing action plans to improve customer outcomes and accelerate growth opportunities.
• Conduct strategic business and operational reviews with partners and customers, bringing together key stakeholders and resources to review KPIs, discuss recommendations, and identify future expansion opportunities.
• Advocate for customerneedsacrosstheorganizationandserveasakeyVoiceoftheCustomer.

Team Leadership & Development

• LeadanddevelopateamofCustomerSuccessManagerstoachievecustomerandbusinessobjectives.
• Conductregularone-on-onemeetingswithteammembersfocusedondevelopment,coaching,problemsolving,andcareergrowth.
• Provideongoingguidance,mentoring,andsupporttoimprovecustomerengagementstrategies,businessacumen,andtechnical competency.
• Fosterapositive,collaborative,andcustomer-obsessedteamculturefocusedonaccountability,continuousimprovement,andoperationalexcellence.
• Leademployeedevelopmentthroughperformancefeedback,developmentplanning,andcoaching.
• LeadtheonboardingandmentoringofnewCustomerSuccessManagers,ensuringconsistentadoptionofbestpracticesandprocesses.
• Identifyskillgapsandcoordinatetrainingopportunitiestostrengthenteamcapabilities.

Strategy & Organizational Leadership

• HelpdefineandexecuteregionalCustomerSuccessstrategy,goals,andinitiatives.
• Contributetolong-termvision,planning,andcontinuousimprovementeffortsacrosstheCustomerSuccessorganization.
• Driveconsistencyincustomerengagementmethodologies,operationalreviews,healthmonitoring,andteamaccountplanning.
• Identifytrends,risks,andopportunitiesacrossthecustomerbaseandrecommendstrategicactions.
• Collaboratewithcross-functionalteamsincludingSales,SolutionsEngineering,ProductManagement,TechnicalSupport,Operations,andPartnerorganizationstoimprovecustomeroutcomes.
• Supportchangemanagementinitiativesandadoptionofnewprograms,tools,andprocesses.

Operational Management & Reporting

• Monitorteamperformanceandkeycustomersuccessmetrics,includingcustomerhealth,retention,expansionopportunities,NPS,customerengagement,andadoption.
• Developandmaintainreportingthatprovidesvisibilitytoleadershiponteamperformance,customerrisks,opportunities,andstrategicinitiatives.
• Ensureaccurateaccountdocumentation,forecasting,andcustomersuccessplanningactivities.
• Playakeypartincapacityplanning,resourceallocation,andprioritizationefforts.
• Performadministrativemanagementresponsibilitiesincludingperformancereviews,goalsetting,developmentplans,time-offapprovals,andworkforceplanning.
• Escalateandcommunicatecustomerissues,businessrisks,andorganizationalchallengestoleadershipasappropriate.

Customer Growth & Business Impact

• Strengthenandleveragecustomerrelationshipstoaccelerateexpansionopportunitiesandcustomeradvocacy.
• Partnerwithcommercialteamstoidentifygrowthopportunitiesandimprovecustomerlifetimevalue.
• Ensurecustomersatisfactionobjectivesareachievedwhilesupportingoverallbusinessgrowthandretentiongoals.

Qualifications

• ProvenexperienceinCustomerSuccess,AccountManagement,StrategicAccountManagement,orarelatedcustomer-facingrole.
• Previousleadershipexperience,includingdirectpeoplemanagement,teamleadership,mentoring,orcoachingresponsibilities.
• Demonstratedabilitytoinfluenceandbuildtrustedrelationshipswithcustomers,peers,executives,andcross-functionalstakeholders.
• Strongleadership,coaching,andteamdevelopmentskills.
• Excellentinterpersonal,presentation,verbal,andwrittencommunicationskills.
• Provenabilitytodrivestrategicinitiativeswhilebalancingoperationalresponsibilities.
• Strongbusinessacumenandcustomer-centricmindset.
• Experienceanalyzingdata,identifyingtrends,andtranslatinginsightsintoactionplansandrecommendations.
• Strongorganizational,prioritization,andtimemanagementskills.
• Technicalaptitudeandabilitytounderstandcomplextechnologysolutionsandcustomeroperationalenvironments.
• Experiencemanagingescalationsandresolvingcomplexcustomerchallenges.
• Abilitytoworkeffectivelyinafast-paced,growth-orientedenvironment.
• Traveltocustomersitesandteammeetings,asneeded.

Preferred Qualifications

• ExperienceleadingCustomerSuccessteamssupportingenterpriseorstrategicaccounts.
• Experiencewithwarehouseautomation,robotics,supplychaintechnology,software,orothercomplextechnicalsolutions.
• Proventrackrecordofimprovingcustomerretention,customersatisfaction,expansionrevenue,andoperationalperformance.
• Experiencebuildingcustomersuccessprograms,processes,orbestpractices.
• Experienceworkinginaglobalandmatrixedorganization.

We Offer

• ComprehensiveMedical,Dental,andVisionplans
• HealthSavingsAccount(HSA)withacompanycontribution
• GenerousPaidTimeOffincluding12holidays,paidexercisetime,paidvolunteertime,andpaidparentalleaveplansforallnewparents
• Retirement401(k)planwithemployermatchanddiscretionaryprofitsharingcontribution
• Educationalassistanceandprofessionaldevelopmentprograms,includingmentorship/coachingprogramswithexternalindustryleaders
• AdditionalbenefitsincludeGroupLifeInsurance,VoluntaryAdditionalLifeInsurance,DisabilityInsurance,EmployeeAssistanceprograms,andmore!

AutoStore is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. We believe that following a defined and structured recruitment process will ensure that we have a fair and equal process for all candidates. We focus on finding the right talent and have designed our process to reduce biases and have a good candidate experience.

AutoStore, founded 1996, is a warehouse robot technology company that invented and continues to pioneer cube storage automation, the densest order-fulfillment solution in existence. Our focus is to marry software and hardware with human abilities to create the future of warehousing. We are a value driven organization, with our people being our most important asset. Lean, Bold, and Transparent manifest itself in everything we do, and are pushing borders to increase efficiency, safety and develop new products for our customers. AutoStore was born out of the great idea for storing goods like Rubik's Cube, instead of Dominos. We are now looking for talent that share our values and curiousity for new technology and development.