Head of Customer Success & Growth

AutoStore; Salem (NH); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Medical insurance

Dental plan

Vision plan

HSA

Paid time off

Holiday pay

Retirement plan

Education assistance

Mentorship program

Life insurance

Disability insurance

Job summary

AutoStore seeks a Director of Customer Success to lead a regional team, own customer relationships, and drive retention, expansion, and operational excellence. You will coach managers, align strategy with Sales, Solutions Engineering, and Product Management, and partner with customers to maximize value from AutoStore solutions.

The role requires strong leadership, strategic planning, and data-informed decision making to improve customer outcomes and overall performance in a fast-paced

Qualifications

• Proven experience in Customer Success, Account Management, Strategic Account Management, or a related customer-facing role.
• Previous leadership experience, including direct people management, team leadership, mentoring, or coaching responsibilities.
• Demonstrated ability to influence and build trusted relationships with customers, peers, executives, and cross-functional stakeholders.
• Strong leadership, coaching, and team development skills.
• Excellent interpersonal, presentation, verbal, and written communication skills.
• Proven ability to drive strategic initiatives while balancing operational responsibilities.
• Strong business acumen and customer-centric mindset.
• Experience analyzing data, identifying trends, and translating insights into action plans and recommendations.
• Strong organizational, prioritization, and time management skills.
• Technical aptitude and ability to understand complex technology solutions and customer operational environments.
• Experience managing escalations and resolving complex customer challenges.
• Ability to work effectively in a fast-paced, growth-oriented environment.
• Travel to customer sites and team meetings, as needed.

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 customer needs across the organization and serve as a key Voice of the Customer.
• Lead and develop a team of Customer Success Managers to achieve customer and business objectives.
• Conduct regular one-on-one meetings with team members focused on development, coaching, problem solving, and career growth.
• Provide ongoing guidance, mentoring, and support to improve customer engagement strategies, business acumen, and technical competency.
• Foster a positive, collaborative, and customer-obsessed team culture focused on accountability, continuous improvement, and operational excellence.
• Lead employee development through performance feedback, development planning, and coaching.
• Lead the onboarding and mentoring new Customer Success Managers, ensuring consistent adoption of best practices and processes.
• Identify skill gaps and coordinate training opportunities to strengthen team capabilities.
• As a member of Customer Success leadership, this person will help define and execute regional Customer Success strategy, goals, and initiatives.
• Contribute to long-term vision, planning, and continuous improvement efforts across the Customer Success organization.
• Drive consistency in customer engagement methodologies, operational reviews, health monitoring, and team account planning.
• Identify trends, risks, and opportunities across the customer base and recommend strategic actions.
• Collaborate with cross-functional teams including Sales, Solutions Engineering, Product Management, Technical Support, Operations, and Partner organizations to improve customer outcomes.
• Support change management initiatives and adoption of new programs, tools, and processes.
• Monitor team performance and key customer success metrics, including customer health, retention, expansion opportunities, NPS, customer engagement, and adoption.
• Develop and maintain reporting that provides visibility to leadership on team performance, customer risks, opportunities, and strategic initiatives.
• Ensure accurate account documentation, forecasting, and customer success planning activities.
• Play a key part in capacity planning, resource allocation, and prioritization efforts.
• Perform administrative management responsibilities including performance reviews, goal setting, development plans, time-off approvals, and workforce planning.
• Escalate and communicate customer issues, business risks, and organizational challenges to leadership as appropriate.
• Strengthen and leverage customer relationships to accelerate expansion opportunities and customer advocacy.
• Partner with commercial teams to identify growth opportunities and improve customer lifetime value.
• Ensure customer satisfaction objectives are achieved while supporting overall business growth and retention goals.

Skills

Leadership

Customer Success

Account Management

Strategic thinking

Communication

Data analysis

CRM systems

Tools

CRM systems

Job description

AutoStore seeks a Director of Customer Success to lead a regional team, own customer relationships, and drive retention, expansion, and operational excellence. You will coach managers, align strategy with Sales, Solutions Engineering, and Product Management, and partner with customers to maximize value from AutoStore solutions.

The role requires strong leadership, strategic planning, and data-informed decision making to improve customer outcomes and overall performance in a fast-paced