Director of Customer Success & Insights

Job Description This is a remote position. Every customer interaction tells a story. Some reveal what's working. Others uncover opportunities to improve. The best organizations don't just listen to customers—they turn those insights into better decisions. We're looking for a leader who can bridge the gap between our customers and our business. This role is responsible for ensuring customers successfully adopt and implement our solutions while transforming customer experiences, feedback, and operational insights into meaningful recommendations that help shape the future of the organization. You'll work closely with customers, internal teams, and executive leadership to ensure we're continuously improving how we serve our customers and grow our business. What You'll Own Lead customer onboarding and implementation to ensure customers achieve measurable value Build trusted relationships with business owners and key customer stakeholders Monitor customer adoption, identify risks early, and develop strategies that improve long-term success Gather customer feedback, operational observations, and implementation insights to identify trends across the organization Turn customer insights into actionable recommendations that improve products, services, processes, and the overall customer experience Partner with leadership to ensure customer intelligence influences business decisions Build scalable customer success frameworks, implementation playbooks, and best practices that support long-term growth Requirements What We're Looking For We're looking for someone who naturally asks "Why?" Not just: "What happened?" You may be a great fit if you've: Led customer success, implementation, consulting, or business transformation initiatives Worked directly with business owners or executive stakeholders Helped customers achieve measurable operational or business improvements Identified patterns across customer experiences and translated them into meaningful business recommendations Built strong cross-functional relationships to improve customer outcomes Bonus Points If You Have Experience With Consulting or implementation services Customer Success platforms or CRM systems Business process improvement or operational consulting Executive reporting and presentation Multi-site, franchise, hospitality, retail, or service-based organizations You'll Thrive Here If You... Are naturally curious and enjoy uncovering the "why" behind customer challenges Think like a business consultant rather than a traditional account manager Balance empathy with strategic thinking Build trusted relationships with customers and internal leaders alike See patterns, connect dots, and turn insights into action Benefits Why Join Us? This is more than a customer success role. You'll help leadership understand what's happening across our customers, identify opportunities before they become problems, and influence decisions that shape the future of the business. If you're excited by the idea of turning customer experiences into business intelligence—and helping an organization continuously improve—we'd love to hear from you. -HMO -Paid Leaves