<p>Return to Job Listings</p> <p>Director of Customer Success (LA, New Orleans)</p> <p>LA, St. Rose</p> <p>About the role:</p> <p>The Director of Customer Success leads a team responsible for building and maintaining strong customer relationships that drive retention, loyalty, and long-term growth within an assigned division or region. This role focuses on coaching and developing team members, enhancing customer experience, and identifying opportunities for organic revenue growth through existing and expanded services.</p> <p>Compensation:</p> <ul> <li>Base Salary: $80,000 - $100,000 annually </li><li>Bonus: 15% - 20% Management Incentive Bonus (MIB) </li></ul> <p>Key Responsibilities:</p> <p>Team Leadership & Development</p> <ul> <li>Lead, coach, and develop a team of 8-12 Customer Success Managers (CSMs) within a defined region </li><li>Conduct regular field visits, weekly performance reviews, and ongoing coaching </li><li>Foster a high-performance, customer-focused team culture </li></ul> <p>Customer Relationship Management</p> <ul> <li>Build and maintain strong relationships with customers through regular communication and site visits </li><li>Address customer feedback, concerns, and opportunities to ensure high satisfaction and retention </li><li>Identify and pursue opportunities to expand services with existing clients and acquire new business </li></ul> <p>Sales & Growth Initiatives</p> <ul> <li>Educating customers on company products and services to drive revenue growth </li><li>Partner with regional leadership to achieve pricing, retention, and sales targets </li><li>Support initiatives to increase same-store sales and overall profitability </li></ul> <p>CRM & Data Management</p> <ul> <li>Oversee CRM systems, ensuring accurate and up-to-date customer data </li><li>Coordinate sales campaigns and analyze customer insights to inform strategy </li></ul> <p>Cross-Functional Collaboration</p> <ul> <li>Work closely with sales, marketing, and operations teams to meet budget and performance goals </li><li>Collaborate with leadership on resolving customer issues and improving service delivery </li><li>Assist in identifying and addressing loss prevention concerns, including reporting and documentation </li></ul> <p>Reporting & Performance Tracking</p> <ul> <li>Prepare and present monthly and quarterly reports for senior leadership and the Board of Directors </li><li>Track and report on customer service activities, performance metrics, and workflow priorities </li></ul> <p>Market & Competitive Analysis</p> <ul> <li>Monitor competitor activity and identify strengths and weaknesses within the market </li><li>Develop strategies to retain existing customers and protect market share </li></ul> <p>Brand Representation</p> <ul> <li>Always represent the company professionally, aligning with company values and standards </li><li>Attend industry events, conferences, and meetings (travel may be required) </li></ul> <p>Qualifications:</p> <p>Education & Experience</p> <ul> <li>Bachelor's degree required </li><li>Minimum of 2 years of related experience (or equivalent combination of education and experience) </li><li>Background in sales, marketing, or a related field preferred </li></ul> <p>Skills & Competencies</p> <ul> <li>Communication & Interpersonal Skills </li><li>Strong verbal and written communication skills </li><li>Ability to present information effectively to clients, leadership, and teams </li><li>Excellent negotiation and relationship-building abilities </li></ul> <p>Analytical & Technical Skills</p> <ul> <li>Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook) </li><li>Ability to analyze data, including pricing, commissions, and performance metrics </li></ul> <p>Problem-Solving & Decision-Making</p> <ul> <li>Ability to manage complex situations with multiple variables </li><li>Strong critical thinking and decision-making skills </li></ul> <p>Leadership & Organizational Skills</p> <ul> <li>Ability to manage multiple projects and priorities simultaneously </li><li>Self-motivated with strong initiative and follow-through </li><li>Capable of working independently with minimal supervision </li></ul> <p>Additional Requirements</p> <ul> <li>Willingness and ability to travel regionally and nationally, including overnight stays </li><li>Proven track record of meeting sales and profitability goals </li><li>Ability to manage conflict and drive positive outcomes </li><li>Commitment to promoting company values, culture, and mission </li><li>Valid driver's license required </li></ul> <p>Vehicle/Car Program:</p> <ul> <li> <p>Weekly allowance between $108-$132 based on MPG</p> </li><li> <p>Up to $3,300 annual vehicle maintenance reimbursement (to include insurance reimbursement)</p> </li><li> <p>Additional $0.10/mile reimbursement for business miles over 15,000</p> </li></ul> <p>Benefits:</p> <ul> <li> <p>Comprehensive health, dental, and vision insurance</p> </li><li> <p>401(k) with company match, paid time off, and holidays</p> </li><li> <p>A collaborative, growth-driven culture that rewards initiative and results</p> </li></ul> <p>EEO Statement:</p> <p>Five Star Breaktime Solutions is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage veterans and individuals with disabilities to apply.</p> <p>Disclaimer:</p> <p>This job description is not intended to be a comprehensive list of all duties and responsibilities. Management reserves the right to modify job functions or assign additional duties as needed based on business requirements.</p> <p>Location - LA, St. Rose - LA - 501 Delta Drive</p>