Director of Customer Success

Director of Customer Success

Continuum · Chicago (West Loop) · Hybrid (2 days/week onsite)

Reports to: CEO ·  Leads: 2 Technical Account Managers + 1 Support Team Lead with 1 Support Specialist

Required: If you're interested in this role, please complete the Culture Index assessment here:

Continuum is disrupting an untapped, winner-take-all, $22B+ market of B2B reverse logistics. We are the first and only network-deployed platform that solves complex multi-party returns, warranties, and repairs across supply chains. Our mission: if a product moves up the supply chain in B2B distribution or manufacturing, we own it.

As the Director of Customer Success, You will lead the Technical Account Management and Support functions at Continuum. Success to Continuum’s customers is ensuring that they are maintaining adoption throughout their organization and solving technical challenges throughout their Journey as a Continuum customer.

To be successful in this role, you will have to know the product cold. You will have to become an expert not only in our technology, but in Supply Chain and ERP as well. You will need to be relentless in finding answers and solving problems for customers as a steward to our customers success.

QBR’s are important to ensure executive alignment, but 90% of the success is won and lost in the trenches with users. It is the day to day commitment to our daily users.

Finishing what lands on your desk is the baseline, not the job. The problems that matter most here will not arrive as tickets. They show up as patterns across accounts, as friction a customer stopped bothering to report, as a workflow that quietly breaks once volume doubles. We expect you to go find those, frame them clearly, and drive a solution before anyone thinks to assign it to you.

Continuum moves fast. Priorities shift, the product ships faster than the documentation can keep up, and you will regularly be handed problems nobody in the company has solved before. You need to pick up new concepts incredibly quickly, whether that is a new ERP, a new corner of the supply chain, or a new part of our platform, and be able to teach it to your team in days rather than quarters.

You will work closely with our CTO, Head of Product, CEO, Director of Integrations, and Director of Platform Engineering.

• What customers think of us. Technical Account Managers and Support both roll up to the Director of Customer Success, and between them they are who and how our customers view the experience with our organization

• Product depth. You will need to be a product expert and enable the rest of your team to become one as well. Your team should be able to solve problems and identify how and when to segregate technical issues VS user errors.

• Adoption. Plenty of customers use a fraction of what they bought, identify these and drive further adoption

• Data. Use data and demand clear data narratives to identify trends within customer usage, adoption and how we impact CX.

• The escalations nobody else can take. Solve complex problems for your team.

• The problems nobody has named yet. Find the issues sitting between teams, define them clearly, and drive them to resolution without waiting to be asked.

• Renewals and growth. Continuum has 133% NRR – we expect this role to expand this metric.

• Getting things fixed for good. Identify trends - When the same ticket shows multiple times, collaborate with product team and get it into a roadmap stream.

Requirements and skills

• You've run technical account management, solutions, and support for software with deep technical integrations.

• Experience leading with data and metrics.

• You are comfortable being held accountable to KPI’s and holding others accountable to KPI’s.

• Setting up success metrics from scratch and developing SOPs for the team

• Bonus: you know distribution ERPs. Epicor P21, Eclipse, Infor CloudSuite. Or you've supported supply chain software for manufacturers and distributors.

• Solve root cause problems

• Open to direct and open feedback

• You are great in front of customers, but also behind the scenes building out playbooks and SOPs.

• Deeply intellectually curious

• You initiate. You do not wait for problems to be scoped and prioritized for you — you spot them, frame them, and start solving.

• You are comfortable with ambiguity and shifting priorities, and you make decisions without complete information.

• You learn fast. New products, new ERPs, new supply chain concepts — you can go from unfamiliar to credible in front of a customer in a matter of days.

• Direct.

• You finish things — and just as often, you are the one who started them.

• People who work for you get better.

• You know what you're weak at and are consistently looking to get better.

• You thrive in a fast-paced startup environment and move faster because of the pace, not in spite of it.

• You pick up new concepts incredibly quickly and go deep on them without needing to be trained.

• The customer experience is yours. Every account that gets real value out of this becomes a reference, a place to expand, and a reason the next manufacturer joins the network.

• You'll work alongside experienced operators. This is a team of people who have built and scaled to a $650M exit. You'll be sharpened by peers who challenge you, not the only operator in the organization.

• A genuine moat. No single manufacturer, distributor, or tool can replicate a network-deployed platform.