Director of Customer Success and Programs at Communications Venture Corporation – Fort Wayne, Indiana
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About This Position
We are seeking a Director of Customer Success & Programs to provide hands-on leadership, operational structure, and strategic direction to our customer lifecycle functions. This role will lead a customer success organization currently operating in a decentralized, state-by-state model and transform it into a scalable, high-performing organization built on standardized processes, efficient team structures, and measurable customer outcomes.
Reporting to and working in close partnership with the Chief Revenue Officer (CRO), this leader will align post-sales customer strategy with overall revenue objectives, ensuring strong adoption, expansion, and long-term customer value.
The ideal candidate is a builder and operator—capable of designing scalable customer success systems, restructuring how the organization is deployed across markets, and driving measurable improvements in customer retention, expansion revenue, and lifecycle efficiency.
Key Responsibilities1. Customer Success Leadership & Team Development? Lead, mentor, and develop the Customer Success organization, including Market Managers and Service Managers, establishing clear roles, performance standards, and accountability.
? Redesign the CS org structure to support a scalable coverage model
? Create a structured operating model for managing the full customer lifecycle from onboarding through renewal and expansion.
? Standardize onboarding, adoption planning, success reviews (e.g., monthly/quarterly business reviews), escalation management, and renewal engagement processes.
? Develop career paths, talent development programs, and succession planning for the Customer Success organization.
? Serve as executive sponsor for strategic and high-impact customer relationships.
? Establish customer success playbooks to drive adoption, value realization, and long-term retention.
? Drive adoption of emerging technologies and AI tools to improve Customer Success productivity, automation, and operational efficiency.
2. Organizational Scalability & Cross-Functional Alignment? Evaluate the current state-based Market Manager and Service Manager deployment model and develop a scalable alternative that supports geographic expansion without linear headcount growth.
? Identify and document the operational gaps that currently pull Customer Success resources away from customer-facing work.
? Partner closely with the CFO to drive resolution of billing and invoicing issues that create unnecessary CS team burden and negatively impact customer experience.
? Partner closely with the COO to drive NOC performance improvements and ticket resolution accountability, reducing CS team time spent on internal escalation and follow-up.
? Establish clear SLAs, escalation paths, and cross-departmental accountability frameworks so that Customer Success can operate with fewer internal dependencies.
? Focus the Customer Success team's time and energy on customer satisfaction, application stickiness, and revenue expansion opportunities.
3. Customer Programs, Process & Operational Excellence? Design and implement scalable customer lifecycle programs including onboarding, adoption campaigns, health monitoring, and renewal management.
? Establish structured engagement frameworks between Sales, Customer Success, Product, Support, and Engineering.
? Implement customer health scoring models and proactive risk identification processes.
? Build standardized customer journey documentation and success plans.
? Leverage tools supporting Customer Success, including CRM, customer success platforms, knowledge management systems, and analytics tools.
? Define and track KPIs such as:
? Revenue retention
? Pipeline expansion and revenue growth
? Customer health scores
? Adoption and product usage metrics
? Customer satisfaction scores
? Renewal and retention rates
? Build data visibility into the impact of Customer Success on revenue growth and customer lifetime value.
4. Customer Lifecycle Strategy & Expansion? Develop and execute a comprehensive customer lifecycle strategy aligned with company revenue objectives.
? Drive programs that increase product adoption, customer maturity, and expansion opportunities.
? Partner with Sales to identify and develop upsell and cross-sell opportunities within existing accounts.
? Use CRM to capture and manage expansion opportunities with existing customers.
? Ensure structured renewal management processes to maximize retention and expansion.
? Monitor customer satisfaction and establish accountability metrics across the organization.
5. Cross-Functional Partnership with CRO, CFO & COO? Serve as the primary Customer Success counterpart to the CRO, CFO, and COO on customer lifecycle, retention, and operational alignment matters.
? Participate in revenue planning, renewal forecasting, and expansion pipeline reviews.
? Provide insight into customer trends, adoption barriers, and product-market alignment.
? Identify systemic friction points within the customer experience and drive scalable solutions in partnership with functional leaders.
? Contribute to leadership reporting on customer retention, expansion, and lifetime value.
Requirements: Qualifications? 7–10+ years of experience in Customer Success, Account Management, Program/Project Management, and/or Post-Sales Operations.
? 3–5+ years of leadership experience managing Customer Success teams, including front-line managers.
? Demonstrated experience redesigning or scaling CS org structures to support business growth efficiently.
? Experience working cross-functionally with Finance, Operations, or NOC teams to resolve systemic issues impacting customer experience.
? Demonstrated success establishing structured customer lifecycle programs and operational discipline.
? Experience implementing Customer Success platforms and CRM-integrated lifecycle management.
? Strong operational and analytical mindset with experience leveraging revenue and customer analytics.
? Proven ability to partner effectively with senior leadership across revenue, finance, and operations functions.
? Excellent communication and stakeholder management skills.
Core Competencies? Customer Success Leadership & Team Development
? Organizational Design & Scalability
? Cross-Functional Operational Partnership
? Customer Lifecycle Strategy & Program Design
? Retention, Expansion & Customer Value Management
? Customer Experience & Adoption Strategy
? Revenue Operations & Forecasting Fluency
Equal Employment Opportunity
INdigital and its affiliate companies consider applicants on the basis of qualifications and without regard to race, color, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally protected status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.
Hiring and employment is contingent on eligibility to legally work in the United States.
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Job Location
Job Location
This job is located in the Fort Wayne, Indiana, 46802, United States region.