Director of Customer Success at First Resonance

Los Angeles, California, United States

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$150,000 – $200,000Compensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Biotechnology, SoftwareIndustries

Requirements

Candidates should have 8+ years of progressive experience in customer success or related roles, with a proven track record of leading technical customer-facing teams, preferably in a SaaS or tech environment. Expertise in developing comprehensive customer strategies and building customer success frameworks from the ground up is essential. Strong analytical skills and proven leadership capabilities with exceptional communication, influencing, and stakeholder management skills are required. Familiarity with advanced customer success technologies, CRM platforms like HubSpot, and customer analytics tools is desired, as is prior experience collaborating directly with L-Team executives and cross-functional leadership.

Responsibilities

The Director of Customer Success will strategically lead and scale customer-facing functions, ensuring excellence in customer support and driving customer growth, retention, and satisfaction. This includes developing and executing a cohesive customer success and service strategy, mapping customer journeys, and partnering cross-functionally to inform product and business strategy. Responsibilities also involve designing and implementing scalable processes for onboarding, adoption, retention, upsell, and renewal, creating structured playbooks for customer segmentation, and championing the integration of customer support insights into strategic account planning. The role requires establishing and monitoring KPIs, leading continuous improvement initiatives, and developing swift resolution processes for customer issues. Additionally, the Director will recruit, mentor, and lead a high-performing team, foster a culture of accountability and customer-centric innovation, and serve as a passionate advocate for customers internally, influencing product roadmaps and business decisions through systematic feedback loops.

Skills

Customer Success Leadership

Onboarding

User Adoption

Retention

Upsell

Renewal

Playbooks

Customer Segmentation

Churn Mitigation

Net Revenue Retention

Cross-functional Collaboration

Strategic Planning

Lifecycle Management

Customer Insights

Strategic Account Planning

Revenue Forecasting

KPIs (CSAT, NRR, Churn)

First Resonance

Manufacturing software platform for hardware production

About First Resonance

First Resonance provides a manufacturing software platform called ION, which is designed to improve the production process for hardware companies. The platform allows engineers and technicians to navigate through various production steps easily, capturing comments, attaching files, and sharing feedback in real-time. ION integrates multiple aspects of manufacturing, including purchasing parts, managing inventory, and overseeing the supply chain, ensuring high-quality production and compliance with regulatory standards. Unlike its competitors, First Resonance focuses on creating a user-friendly interface that enhances collaboration and visibility throughout the manufacturing process. The company's goal is to help hardware companies, from startups to large enterprises, achieve faster and more efficient production while maintaining high standards of quality.

Los Angeles, CaliforniaHeadquarters

2018Year Founded

$17MTotal Funding

SERIES_ACompany Stage

Data & Analytics, Industrial & ManufacturingIndustries

11-50Employees