Director of Customer Success & Strategy

Penske; Reading (Berks County); Hybrid; USD 140,000 - 190,000; Full time

Job summary

Penske Digital Experience seeks a Director of Customer Success to lead the team, shape the CS strategy, and drive adoption and retention of Penske products. The role collaborates with cross-functional leaders to align CS initiatives with sales and other business units, while delivering a legendary customer experience from a flexible hybrid office in Reading, PA.

The leader will manage a high-EQ team, develop strategic programs, and build strong relationships with customers and internal

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 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
• Strong Presentation Skills
• Strong Business Acumen
• A Leader with proven ability to influence peers and executives
• Aptitude and passion for Technology
• Strategic Planning
• Critical Thinking and Problem Solving
• Marketing and Sales Skills
• Regular, predictable, full attendance is an essential function of the job.
• Willingness to travel as necessary, work the required schedule, work at the specific location required, complete Penske employment application, background check and drug screen.

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.

Skills

Leadership

Communication

Strategic planning

Problem solving

Marketing skills

Interpersonal skills

Presentation skills

Business acumen

Influencing peers

Technology affinity

Education

Bachelor’s degree

Master’s degree preferred

Job description

Penske Digital Experience seeks a Director of Customer Success to lead the team, shape the CS strategy, and drive adoption and retention of Penske products. The role collaborates with cross-functional leaders to align CS initiatives with sales and other business units, while delivering a legendary customer experience from a flexible hybrid office in Reading, PA.

The leader will manage a high-EQ team, develop strategic programs, and build strong relationships with customers and internal