Director, Customer Success

Job Description

OpenEye is seeking a Director of Customer Success to build and elevate its Customer Success department. This role involves leveraging insights from enterprise accounts to drive customer retention, enhance revenue growth, and embed customer success directly into innovative products.Responsibilities include:

• Defining and communicating a compelling vision for the Customer Success department.
• Leading, growing, and empowering a high-performing Customer Success team.
• Developing and implementing scalable processes and impactful metrics.
• Maintaining continuous oversight of customer health and managing relationships.
• Developing deep partnerships with key clients and channel partners.
• Serving as a key liaison and resolving customer issues through cross-functional collaboration.
• Leading and supervising OpenEye’s Partner Success Team and Initiatives.
• Collaborating with Marketing and Product teams to develop training programs for channel partners.
• Implementing and optimizing training content delivery platforms.

Qualifications include:

• 10+ years in Customer Success, including 5 years in a leadership role.
• Bachelor’s degree in Business, Technology, or related field; Master’s degree preferred.
• Background in physical or cybersecurity sectors, with strong technical understanding.
• Proven capability to drive revenue, customer satisfaction, and retention at scale.
• Outstanding interpersonal skills.
• Demonstrated success in creating scalable customer success processes, KPI’s and frameworks.
• Inspirational leadership style.
• Strong cross-functional collaboration skills.
• Excellent verbal and written communication skills.

OpenEye offers:

• A collaborative, fun, creative culture.
• Casual dress (Jeans are welcome!).
• Medical, dental, vision & prescription benefits starting day 1.
• Generous medical plan subsidy and health savings account option.
• Up to $5,000 annual company match for 401k.
• Company paid short-term/long-term disability, AD&D and life insurance.
• Lifestyle Spending Account (LSA).
• Paid maternity and paternity leave.
• Pet Insurance.
• Free annual membership to Care.com.
• Free access to the Headspace app.
• 7 Paid Sick/Wellness days per year.
• 9 Paid Holidays per year.
• Educational Assistance Program.
• Employee Equipment Program – Free Alarm.com system for your home!