Director of Customer Success

Position Overview

Transfr is seeking a Director of Customer Success to guide and oversee Team Leads managing Customer Success Managers (CSMs) and/or Associate CSMs. This role is pivotal in shaping the customer journey, driving outcomes that support client impact and company growth. The Director will lead a growing team responsible for onboarding, supporting, and expanding relationships with Transfr’s customers. This is a strategic, high-visibility position focused on customer retention, satisfaction, and expansion, with a primary focus on effective people leadership, driving collective renewal targets, and delivering exceptional customer outcomes.

The Director reports into the Regional VP (RVP) of Customer Success, West.

Note: This role requires up to 50% travel. Candidates must be based in the Western US (including TX). Territory is subject to change based on Company needs.

Key Responsibilities

• Collaborate with the RVP to tailor and implement the customer success strategy to meet regional objectives on product adoption, churn reduction, and expansion opportunities.
• Recruit, onboard, coach, and lead Team Leads, and teams of CSMs, and/or Associate CSMs to ensure they meet customer success targets related to retention, satisfaction, and business growth.
• Manage on-time renewals and identify opportunities for upselling within the defined Team.
• Establish clear performance metrics (e.g., NPS, CSAT, retention rates) and ensure regular reporting to executive leadership with actionable insights.
• Segment customer base and tailor engagement strategies to meet diverse needs and maximize value, with particular attention to high-profile and strategic accounts.
• Work with cross-functional teams to advocate for customer needs, including recommending product improvements or new features based on feedback.

Requirements

• Minimum of 8 years of experience in customer success or account management.
• Minimum of 4 years of people management experience (preferred).
• Exceptional prioritization and organizational capabilities to manage all aspects of a $10M+/- book of business.
• Ability to work independently and manage multiple customer relationships simultaneously.
• Technically adaptive with the capability to learn new solutions, features/functionality, and communicate them in a value-added way to customers.
• Adept in identifying customer risks and proactively engaging customers to equip them with solutions.
• Strong presentation, negotiation, problem-solving, and analytical skills.
• Proven track record of consistently exceeding objectives; self-motivated and driven by results.
• Willingness to travel up to 50% of the time.

Performance Metrics

• Success of CSMs and/or Associate CSMs under their management.
• Customer health and retention within the book of business of team members.
• Revenue growth (through upsells and renewals) within the book of business of team members.
• Team customer satisfaction, measured through PL Surveys, CSAT, and NPS scores.

Company Information

Transfr is on a mission to help create pathways to career success. Our immersive career exploration and training simulations empower learners and job seekers of all ages to find the right job for them and build the skills they need to enter (or reenter) the workforce or change careers — helping them improve their quality of life. Immersive VR experiences from Transfr have been shown in studies to deliver better learning gains than video tutorials, slide presentations, and other training methods. Learners also find Transfr experiences highly engaging and enjoyable. At Transfr, we believe the future starts with innovative workplace training and skills development. We’re building bridges between schools, workplaces, and governments to help improve training and job placement pipelines and create a better tomorrow, today.

Employment Type

• FULL-TIME

Salary

• [Salary information not provided]

Location Type

• [Location type information not provided]

What We Offer

• The base salary range for this position is expected to be between [Salary range information not provided]