Director of Customer Success & Insights

June 27, 2026

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This is a remote position.<span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">Every customer interaction tells a story. <span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">Some reveal what's working. Others uncover opportunities to improve. The best organizations don't just listen to customers—they turn those insights into better decisions. <span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">We're looking for a leader who can bridge the gap between our customers and our business. <span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">This role is responsible for ensuring customers successfully adopt and implement our solutions while transforming customer experiences, feedback, and operational insights into meaningful recommendations that help shape the future of the organization. <span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">You'll work closely with customers, internal teams, and executive leadership to ensure we're continuously improving how we serve our customers and grow our business. <h2 style="line-height:1.2; margin-top:18pt; margin-bottom:4pt" dir="ltr"><span style="font-size:17pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:700; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">What You'll Own </h2> <ul style="margin-top:0; margin-bottom:0"> <li style="list-style-type:disc; font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre" dir="ltr"><span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">Lead customer onboarding and implementation to ensure customers achieve measurable value </li> <li style="list-style-type:disc; font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre" dir="ltr"><span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">Build trusted relationships with business owners and key customer stakeholders </li> <li style="list-style-type:disc; font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre" dir="ltr"><span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">Monitor customer adoption, identify risks early, and develop strategies that improve long-term success </li> <li style="list-style-type:disc; font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre" dir="ltr"><span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">Gather customer feedback, operational observations, and implementation insights to identify trends across the organization </li> <li style="list-style-type:disc; font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre" dir="ltr"><span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">Turn customer insights into actionable recommendations that improve products, services, processes, and the overall customer experience </li> <li style="list-style-type:disc; font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre" dir="ltr"><span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">Partner with leadership to ensure customer intelligence influences business decisions </li> <li style="list-style-type:disc; font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre" dir="ltr"><span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">Build scalable customer success frameworks, implementation playbooks, and best practices that support long-term growth </li> </ul> <div> </div> <h3>Requirements</h3><h2 style="line-height:1.2; margin-top:18pt; margin-bottom:4pt" dir="ltr"><span style="font-size:17pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:700; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">What We're Looking For </h2><span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">We're looking for someone who naturally asks <span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:700; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">"Why?" <span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">Not just: <span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:italic; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">"What happened?" <span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">You may be a great fit if you've: <ul style="margin-top:0; margin-bottom:0"> <li style="list-style-type:disc; font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre" dir="ltr"><span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">Led customer success, implementation, consulting, or business transformation initiatives </li> <li style="list-style-type:disc; font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre" dir="ltr"><span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">Worked directly with business owners or executive stakeholders </li> <li style="list-style-type:disc; font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre" dir="ltr"><span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">Helped customers achieve measurable operational or business improvements </li> <li style="list-style-type:disc; font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre" dir="ltr"><span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">Identified patterns across customer experiences and translated them into meaningful business recommendations </li> <li style="list-style-type:disc; font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre" dir="ltr"><span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">Built strong cross-functional relationships to improve customer outcomes </li> </ul><h2 style="line-height:1.2; margin-top:18pt; margin-bottom:4pt" dir="ltr"><span style="font-size:17pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:700; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">Bonus Points If You Have Experience With </h2> <ul style="margin-top:0; margin-bottom:0"> <li style="list-style-type:disc; font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre" dir="ltr"><span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">Consulting or implementation services </li> <li style="list-style-type:disc; font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre" dir="ltr"><span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">Customer Success platforms or CRM systems </li> <li style="list-style-type:disc; font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre" dir="ltr"><span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">Business process improvement or operational consulting </li> <li style="list-style-type:disc; font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre" dir="ltr"><span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">Executive reporting and presentation </li> <li style="list-style-type:disc; font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre" dir="ltr"><span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">Multi-site, franchise, hospitality, retail, or service-based organizations </li> </ul><h2 style="line-height:1.2; margin-top:18pt; margin-bottom:4pt" dir="ltr"><span style="font-size:17pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:700; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">You'll Thrive Here If You... </h2> <ul style="margin-top:0; margin-bottom:0"> <li style="list-style-type:disc; font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre" dir="ltr"><span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">Are naturally curious and enjoy uncovering the "why" behind customer challenges </li> <li style="list-style-type:disc; font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre" dir="ltr"><span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">Think like a business consultant rather than a traditional account manager </li> <li style="list-style-type:disc; font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre" dir="ltr"><span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">Balance empathy with strategic thinking </li> <li style="list-style-type:disc; font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre" dir="ltr"><span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">Build trusted relationships with customers and internal leaders alike </li> <li style="list-style-type:disc; font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre" dir="ltr"><span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">See patterns, connect dots, and turn insights into action </li> </ul> <div> </div> <h3>Benefits</h3><h2 style="line-height:1.2; margin-top:18pt; margin-bottom:4pt" dir="ltr"><span style="font-size:17pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:700; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">Why Join Us? </h2><span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">This is more than a customer success role. <span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">You'll help leadership understand what's happening across our customers, identify opportunities before they become problems, and influence decisions that shape the future of the business. <span style="font-size:11pt; font-family:Arial, sans-serif; color:rgb(0, 0, 0); background-color:transparent; font-weight:400; font-style:normal; font-variant:normal; text-decoration:none; vertical-align:baseline; white-space:pre; white-space:pre-wrap">If you're excited by the idea of turning customer experiences into business intelligence—and helping an organization continuously improve—we'd love to hear from you. -HMO <div dir="ltr"> -Paid Leaves </div> <div> </div>

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