[Remote] Director of Customer Success

Note: The job is a remote job and is open to candidates in USA. Metal America is a rapidly growing construction company seeking a Director of Customer Success to manage customer relations post-sale. The role involves proactive communication with customers, resolving issues, and developing processes to enhance customer satisfaction and retention.

Responsibilities

• Call every new customer within one hour of their order
• Keep them in the loop every single week until install
• Handle the hard calls when something goes sideways
• Ride the manufacturers for real updates, not guesses
• Build the playbook for every problem so we solve it faster next time
• Earn the review, the referral, and the photo at the end

Skills

• Experience in customer success or a related field
• Ability to communicate effectively with customers
• Strong problem-solving skills
• Leadership qualities
• Ability to follow up proactively with customers
• Attention to detail

Benefits

• Real equity. A seat at the table. We are building something here, and you are not a cog in a machine. You will shape this department, hire your team, and own the standard. If you do this well, you build the best post sale experience in the construction industry, and you own a piece of what you built.

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