Director of Customer Success

XOi is revolutionizing the field service industry with technician-first technology that connects people to equipment like never before. Our platform empowers OEMs, contractors, technicians, and customers with unprecedented transparency, streamlining every job from field to office. From remote support and visual documentation to training and data-driven insights, XOi is the hub of the modern job site. We're not just managing efficiency; we're building the future of field service, empowering the trades and solving the challenges they face. Join us at the forefront of innovation, where every technician touchpoint generates valuable data, transforming mission-critical operations. About the Role: The Director of Customer Success will lead a team of Customer Success Managers (CSMs) responsible for the success of our Tech Touch to Majors segments of customers. This role requires a strategic leader with a proven track record of building and scaling customer success programs, driving customer retention and expansion, and collaborating effectively with sales and other cross-functional teams. This individual will be a key contributor to our continued growth and will play a vital role in shaping the future of our customer success organization. This leader will possess a demonstrable ability to spearhead organizational transformation, expertly navigate the complexities of rapid growth and scaling, and strategically manage a substantial portfolio of customer relationships. Key Responsibilities & Focus Areas: Leadership, Team Development & Performance Management: Lead, manage, mentor, coach, and develop a high-performing team of CSMs, including hiring, onboarding, performance management, and ongoing professional development. Foster a culture of customer obsession, collaboration, and continuous improvement. Provide regular feedback, conduct performance reviews, and identify training opportunities to enhance team skills and expertise. Design, implement, and optimize scalable customer success programs for various segments, including tech touch and major accounts. Develop standardized processes, playbooks, and best practices for onboarding, adoption, retention, and expansion. Customer Advocacy, Value Realization & Relationship Management: Serve as a champion for our customers, ensuring their needs are understood and addressed. Drive value realization by helping customers achieve their desired outcomes with our platform. Develop and deliver strategic, consultative Quarterly Business Reviews (QBRs) that focus on business outcomes and ROI. Cultivate and maintain strong relationships with key customer stakeholders. Revenue Growth, Retention & Expansion: Own the customer renewal process and drive organic expansion within the existing customer base. Collaborate closely with the sales team to identify and pursue cross-sell, upsell, and expansion opportunities. In collaboration with sales leadership, establish goals and drive customer success qualified leads (CSQLs). Cross-Functional Collaboration & Market Awareness: Work closely with sales, product, marketing, and engineering teams to ensure a seamless customer experience and provide valuable customer feedback to inform product development and go-to-market strategies. Stay abreast of industry trends, competitive landscape, and emerging technologies within the MEP industry. Develop and maintain a deep understanding of our target market and customer needs, becoming a subject matter expert (SME) to better serve our customers and inform our strategies. Partner closely with the marketing team to develop impactful campaigns and resources that drive customer engagement and support renewal and expansion efforts. This includes contributing to the creation of compelling case studies, informative webinars, valuable educational content, and other marketing materials designed to generate awareness, provide customer insights, and foster advocacy. Data-Driven: Effectively translate customer data (e.g., health scores, churn rates) into actionable strategies that drive customer retention, expansion, and overall growth. Develop and implement data-driven playbooks to achieve ambitious growth targets. Qualifications: 7-12 years of experience in Customer Success (in SaaS) 3-5+ years as leading Customer Success teams with a track record of building and motivating high-performing teams including but not limited to hiring, performance reviews, coaching, professional development, and an ability to inspire and empower teams to achieve ambitious goals. Comprehensive understanding of the customer lifecycle from initial onboarding and seamless implementation to cultivating and nurturing long-term relationships with customers. Proven experience building and scaling customer success programs, scalable processes and playbooks that lay the foundation for rapid growth while maintaining a high level of customer satisfaction. Strong understanding of the MEP (Mechanical, Electrical, Plumbing) industry is a plus Experience serving customers from Tech Touch/ Self-Serve to large mid-market accounts including building and scaling processes to ensure that all customers are well equipped, trained and supported, while ensuring mitigated churn. Experience managing a diverse portfolio of customers from tech-touch/self-serve to larger mid-market accounts and developing and implementing scalable processes to effectively onboard, train, and support all customer segments. Demonstrated ability to lead, mentor, and develop a high-performing team, including recruiting, hiring, training, performance management, and coaching. Exceptional ability to influence through persuasion, negotiation, and consensus building to drive towards positive outcomes Proven track record of using customer data (e.g., health scores, churn analysis, engagement metrics) to develop and execute effective customer success strategies. Experience in identifying opportunities for improvement, developing data-informed playbooks, and exceeding growth targets. Demonstrated ability to translate data insights into actionable recommendations for the team. Exceptional communication, presentation, and interpersonal skills. Strong analytical and problem-solving skills with an ability to identify root causes and develop effective solutions Demonstrated ability in developing and executing strategies to effectively manage and grow a substantial portfolio of customer relationships including opportunities for expansion and maximizing customer lifetime value. You are someone who: Thrives in a highly dynamic, high growth environment. This isn’t your first rodeo! Is a natural creative problem solver, always thinking two steps ahead to proactively address roadblocks or issues You value team collaboration and ensuring we are all doing the right things for our customers and their success. Believes in building high-caliber teams and is diligent in providing coaching, mentoring, and providing consistent feedback. You are tenacious in analyzing data to tell compelling stories, provide teaching and training opportunities, and bring about impactful outcomes. Reports To: The CCO Direct Reports: As of the date of posting, 7 direct reports. Availability: This opportunity is not available to those individuals who reside in the following Virginia, Maine, or Delaware. FLSA Status: Exempt Physical Requirements This role requires prolonged periods of sitting at a desk and working on a computer. The position requires the ability to travel occasionally (~40%) by car or air. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. XOi Technologies is an Equal Opportunity Employer At XOi, we value individuality and the unique qualities we all bring to an organization. We believe we all bring experiences that have an incredible impact on our product and the experience our customers gain from using our products. We do not discriminate against employees based on race, color, religion, sex, national origin, gender, identity or expression, age, disability, pregnancy (including childbirth or other related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state, or local laws. XOi is committed to providing reasonable accommodations to qualified individuals with disabilities and for sincerely held religious beliefs. If you require an accommodation during the application process or in the performance of the essential functions of this role, please contact View email address on click.appcast.io. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. XOi reserves the right to modify the duties and responsibilities of this role at any time. Nothing in this job description constitutes a contract or guarantee of employment, and employment with XOi is at-will. #J-18808-Ljbffr XOi