Director of Customer Success: Scale Onboarding & Growth

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

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.