Senior Director, Customer Success & Growth

Hyland; United States; Remote; USD 150,000 - 210,000; Full time

Job summary

Hyland is seeking a Director of Customer Success to operationalize the customer journey and drive revenue through cross-functional leadership. You will own lifecycle strategy, metrics, and ROI-focused adoption initiatives across the organization.

The role requires strong leadership, strategic thinking, and a proven track record in managing teams, budgets, and complex customer engagements in IT services.

Qualifications

• Bachelor's degree or equivalent experience.
• 8+ years of experience in sales role or customer-facing role.
• Minimum 6 years experience in prior management experience.
• Demonstrated fiscal responsibility/accountability in managing budgets.
• Superb problem solving, critical thinking and analytical skills.
• Superb collaboration skills within a team and across areas.
• Superb attention to detail.
• Superb interpersonal skills; maintain rapport with team and external partners.
• Strong leadership, judgment and business acumen.
• Excellent written and oral communication with discretion and tact.
• Strong organizational, multi-tasking and time management abilities.
• Proven facilitation and project management skills.
• Customer service orientation and proactive mindset.
• Ability to coach, mentor and provide feedback to team members.
• Ability to deliver engaging presentations.
• Ability to adapt and learn quickly with technical curiosity.
• Proficiency with Microsoft Outlook or equivalent tools.
• Extensive knowledge of selling or delivering IT products/services.
• Up to 15% travel time required.

Responsibilities

• Operationalize the customer journey, define lifecycle processes and key touchpoints.
• Drive alignment for renewals and expansion with sales and renewals teams.
• Identify customer objectives to build a framework for ROI and adoption.
• Define and own team metrics and core company metrics.
• Advise on customer voice and provide internal feedback to improve service.
• Ensure budgets, schedules, work plans and performance requirements.
• Collaborate with senior management to shape department strategy.
• Provide managerial direction and oversee performance management for direct reports.
• Oversee HR functions including hiring, compensation, and employment relations.
• Champion development of team members through coaching and growth opportunities.
• Offer strategic influence to internal peers and industry groups.
• Serve as escalation point for complex issues and remove obstacles.
• Plan strategic vision, structure, policies and management practices for excellence.
• Evaluate processes and drive cross-department improvements with leadership.

Skills

Strategic leadership

Customer success

Cross-functional work

Budget management

Performance management

Data-driven decisions

Communication skills

Coaching & mentoring

Presentation skills

Problem solving

Travel readiness

Education

Bachelor's degree

Tools

CRM software

Microsoft Outlook

Job description

Hyland is seeking a Director of Customer Success to operationalize the customer journey and drive revenue through cross-functional leadership. You will own lifecycle strategy, metrics, and ROI-focused adoption initiatives across the organization.

The role requires strong leadership, strategic thinking, and a proven track record in managing teams, budgets, and complex customer engagements in IT services.