Are you an experienced professional passionate about creating exceptional customer experiences? Do you have a proven track record of building relationships, improving processes, and driving client satisfaction? If you’re proactive, strategic, and ready to grow with a dynamic team, we want to hear from you!
About Us
Headshots.com is transforming how companies deliver professional headshots at scale. Trusted by top-tier brands like Boeing, Capital One, and American Express, we simplify the process—no photographers, no gimmicky AI, no special equipment. Clients simply snap a photo with their smartphone, and our team delivers stunning, cohesive, and on-brand headshots within three business days.
As a Director of Customer Success,you will play a key role in managing the customer journey, identifying opportunities to enhance client experiences, and driving long-term satisfaction and loyalty.
Key ResponsibilitiesDevelop and Implement Customer Success Strategy:
- Design and execute a scalable customer success framework aligned with Headshots.com’s growth goals
- Create and oversee customer success playbooks for onboarding, engagement, retention, and upselling
- Develop and maintain a comprehensive customer journey map.
- Manage a small team while onboarding new clients, ensuring smooth transitions at every stage of the customer lifecycle.
- Monitor customer progress and identify opportunities for deeper engagement or additional support.
Proactive Client Engagement:
- Build lasting relationships with clients through regular check-ins and consistent communication to understand their needs and goals.
- Use data and tools to proactively identify at-risk clients and implement strategies to improve retention.
- Present opportunities for upselling and cross-selling that align with customer goals, ensuring mutual value.
Strategic Insights & Metrics:
- Gather and analyze feedback metrics, including Net Promoter Scores (NPS), to identify trends and provide actionable recommendations for improvement.
- Share strategic insights with internal teams to improve products, services, and processes.
- Stay updated on industry best practices and implement strategies to continuously enhance the customer experience.
Collaboration & Process Improvement:
- Work closely with internal teams to align customer success initiatives with broader company goals.
- Develop scalable processes to ensure consistent, high-quality customer support.
- Contribute to the creation of educational resources, FAQs, and tutorials to address common customer needs.
QualificationsExperience:
- Proven experience (5+ years) of experience in customer success, account management, or client services, preferably in a service-based or tech-driven industry
- Proven ability to lead and develop a customer success team, including hiring, training, and coaching
- Demonstrated experience managing complex customer relationships and providing strategic account support
- Extensive experience working with the U.S.-based clients, with a deep understanding of the American business culture and communication practices
- Familiarity with CRM tools
- Experience designing and tracking metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and churn rates
- Experience in crafting and executing a customer success strategy that drives retention and growth
Skills:
- Exceptional communication and interpersonal skills for building trust and rapport with clients
- Strong organizational and time management skills, with the ability to manage multiple priorities effectively
- Ability to analyze customer data to identify trends, churn risks, and growth opportunities
- Proactive problem solver who can anticipate challenges and develop solutions
Mindset:
- Treats every customer interaction with care and respect
- Takes accountability for outcomes and ensures follow-through
- Always thinking ahead to address customer needs and improve processes
- Communicates promptly and transparently to build trust
Compensation & Benefits
- Fully remote position
- Flexible, remote work environment with a collaborative and supportive team culture
If you’re ready to make a meaningful impact and drive exceptional customer experiences, apply now to join Headshots.com as a Director of Customer Success!
Job Types: Full-time, Contract
Pay: $2,240.00 - $3,200.00 per month
Work Location: Remote
