Director, Customer Success & Support

Description

The Director of Customer Success & Support is responsible for leading and evolving Premier Biotech's customer-facing support and success functions. This role provides strategic and operational leadership for a growing team supporting customers across laboratory, manufacturing, and drug testing markets.

Reporting to the Senior Vice President of Customer Teams, this individual will build the operational foundation necessary to scale customer support and customer success as the company continues to grow organically and through acquisitions. Success in this role requires a leader who can establish structure, develop teams, implement metrics, improve accountability, and create consistent exceptional customer experiences.

This is an ideal opportunity for a hands-on leader who enjoys building processes, creating clarity, and developing high-performing teams while maintaining significant visibility with executive leadership.

Key Responsibilities

Team Leadership & Development

• Lead, coach, and develop Customer Success and Customer Support team members.

• Clarify roles, responsibilities, performance expectations, and career development paths.

• Build a culture of accountability, responsiveness, collaboration, and customer focus.

• Develop management processes that support team engagement and performance.

Customer Experience Leadership

• Own customer support and customer success performance across the organization.

• Establish and monitor customer experience metrics, service levels, and operational KPIs.

• Identify trends impacting customer satisfaction and develop corrective actions.

• Partner with Sales, Operations, Product, and Leadership teams to improve customer outcomes.

Operational Excellence

• Develop and implement scalable standard operating procedures.

• Create reporting dashboards and performance management processes.

• Improve workflow efficiency and reduce manual processes.

• Establish operational disciplines that support company growth and future acquisitions.

Growth & Integration

• Support integration of acquired businesses into Premier's customer support and customer success operating model.

• Evaluate processes, systems, and customer-facing workflows associated with acquisitions.

• Partner with cross-functional leaders to ensure customer continuity during integration activities.

• Help create scalable service delivery processes supporting future expansion.

Systems & Reporting

• Optimize utilization of Salesforce, Freshdesk, BigCommerce, and related systems.

• Establish consistent reporting and visibility into customer performance metrics.

• Use data to drive decision making, prioritization, and continuous improvement.

• Identify opportunities for automation and process enhancement.

Requirements

• Bachelor's degree preferred.

• 7+ years of leadership experience in Customer Success, Customer Support, Customer Operations, Customer Experience, or related functions.

• Experience leading and developing teams.

• Experience building processes, metrics, and operating procedures.

• Strong analytical and business problem-solving skills.

• Experience leading organizational change and driving accountability.

• Ability to operate effectively in a fast-paced growth environment.

Preferred Qualifications

• Experience within healthcare, medical device, diagnostics, distribution, or regulated industries.

• Experience supporting growth through acquisition or business integration.

• Experience with Salesforce, Freshdesk, CRM platforms, and support ticketing systems.

• Lean, Six Sigma, PMP, or other operational excellence experience.

• Experience leading customer operations within a PE-backed or high-growth organization.

Success Looks Like

• Customer Support and Customer Success operate with clear accountability, defined processes, and measurable outcomes.

• Team members understand performance expectations and consistently meet service goals.

• Leadership has visibility into customer health, operational performance, and service trends.

• Customer-facing processes scale efficiently as the business grows.

• Acquired organizations are successfully integrated with minimal disruption to customer experience.

• Senior leadership is able to focus on strategic growth initiatives while maintaining confidence in day-to-day customer operations.

About Premier Biotech

Established in 2009, Premier Biotech brings testing, technology, and laboratory services together in a single, integrated approach. Our solutions help organizations move faster, reduce risk, and maintain compliance while making confident, data‑driven decisions across the testing lifecycle.

We serve as a strategic and technical partner to organizations in the public and private sectors, including Government Agencies, Workplace and Staffing Companies, Health and Human Service Organizations, and Behavioral Health Programs.

Premier Biotech employees play a pivotal role in advancing innovative technology, rigorous methodology, and operational excellence, supporting both our continued growth and our customers’ ability to operate with confidence.

Location: Remote

Travel: 20-40%

Base Salary: $130,000 - $145,000

Annual Incentive Opportunity: $20,000 - $30,000