Customer Success Director, Ikotek

2 weeks ago

Other Side Of The Moon, Australia Quectel Full time $125,000 - $175,000 per year

Job Summary:
We are seeking a dynamic and experienced Customer Success Director to lead our customer-facing team and drive long-term value for our clients. In this critical role, you will be responsible for building and executing a world-class customer success strategy that fosters strong relationships, increases adoption, and maximizes customer retention and expansion. You will be a strategic leader, an exceptional motivator, and a passionate advocate for our customers. The ideal candidate has a proven track record of leading customer success teams in a fast-paced, ODM/JDM environment, and a deep understanding of what it takes to build a thriving and enthusiastic customer base.

Responsibilities

  • Strategic Leadership: Develop and execute a comprehensive customer success strategy aligned with company goals, focusing on customer satisfaction, retention, and growth.
  • Future Team Management: Lead, mentor, and grow a high-performing team of customer success managers (CSMs), providing guidance, coaching, and professional development opportunities as the company growth requires.
  • Customer Advocacy: Act as a key advocate for our customers, gathering feedback and collaborating with product, engineering, and sales to improve the overall customer experience.
  • Process & Operations: Define, implement, and optimize customer success processes, including onboarding, training, health scoring, and renewal management.
  • Metrics & Reporting: Establish and track key performance indicators (KPIs) for the customer success team, such as Gross & Net Retention, Customer Lifetime Value (CLV), and provide regular reports to executive leadership.
  • Crisis Management: Proactively identify and address at-risk accounts, developing and executing a plan to resolve issues and restore customer confidence.

Qualifications

  • [5-10] years of experience in customer success, program management, or a related customer-facing role.
  • Proven experience leading and scaling customer programs
  • Strong understanding of customer success best practices and methodologies.
  • Exceptional communication, interpersonal, and presentation skills.
  • Demonstrated ability to build and maintain strong relationships with C-level executives.
  • Analytical and data-driven mindset with the ability to use customer data to drive strategic decisions.
  • Bachelor's degree in a relevant field; Master's degree is a plus.

Why Join Us?
Ikotek stands as the sole US-based IoT-dedicated ODM/JDM provider with a global team and comprehensive manufacturing capabilities. We offer competitive compensation packages, comprehensive benefits, and growth opportunities within a dynamic environment that embraces cutting-edge technology in wireless, artificial intelligence, and other transformative fields.

Application Instructions
Please submit your resume and a cover letter detailing your relevant experience and why you are the ideal candidate for this role.

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