Director of Customer Success — Hybrid, Data-Driven Leader

Midwest Startups; Chicago (IL); Hybrid; USD 150,000 - 210,000; Full time

Job summary

Continuum in Chicago is seeking a Director of Customer Success to lead the Technical Account Management and Support teams. You’ll ensure customers realize value, drive adoption, and resolve complex technical challenges across ERP and supply chain domains.

You will master our product deeply, frame problems, and collaborate with the CTO, Head of Product, and executives to turn learnings into scalable playbooks and SOPs.

Qualifications

• Proven experience in technical account management and software support with complex integrations.
• Experience leading with data and metrics to drive outcomes.
• Able to be KPI accountable and set up SOPs for the team.
• Bonus: familiarity with distribution ERPs (Epicor P21, Eclipse, Infor CloudSuite).

Responsibilities

• Lead the Customer Success, TAC and Support teams and own customer experience.
• Drive adoption, product depth, and issue resolution across ERP and supply chain domains.
• Use data to identify trends and frame proactive improvements.
• Collaborate with product and engineering to resolve escalations and drive roadmaps.

Skills

Technical account management

Data-driven

KPI accountability

Success metrics

ERP systems

Tools

Epicor P21

Eclipse

Infor CloudSuite

Job description

Continuum in Chicago is seeking a Director of Customer Success to lead the Technical Account Management and Support teams. You’ll ensure customers realize value, drive adoption, and resolve complex technical challenges across ERP and supply chain domains.

You will master our product deeply, frame problems, and collaborate with the CTO, Head of Product, and executives to turn learnings into scalable playbooks and SOPs.