Director, Customer Experience
Simpson Strong-Tie
Drive Customer Success strategy, lead team, ensure adoption & growth of digital solutions.
7 days ago ago
$120,900 - $205,500
Expert & Leadership (13+ years)
Full Time
Columbus, OH
Office Full-Time
Company Size
5,000 Employees
Service Specialisms
Construction services
Project Management
Consulting
Engineering
Design
Technical Services
Turnkey
Sector Specialisms
Residential Construction
Commercial Construction
Offsite & Mass Timber Construction
Manufacturers Solutions
Builder Solutions
Structural Steel
Concrete Infrastructure
Industrial
Role
What you would be doing
onboarding
training
upsell
metrics
team leadership
customer advocacy
- Develop and execute a comprehensive Customer Success strategy focused on time to value, customer satisfaction, retention, and growth.
- Build and implement strategies for long-term customer retention and satisfaction by regularly measuring key performance indicators (KPIs) such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT).
- Align the team's goals with business objectives, ensuring that customer success is a core part of the company’s growth strategy.
- Oversee the customer onboarding process, ensuring customers quickly realize value from the software.
- Integrate training initiatives into onboarding to help customers effectively adopt the software and set the foundation for long-term success.
- Partner with Sales to identify and support upsell opportunities and renewals, working closely with Account Management to meet revenue targets.
- Collaborate with Sales, Marketing, and Product teams to ensure a seamless customer journey from pre-sale to post-sale, and ensure customer feedback is integrated into product roadmaps.
- Leverage training programs to address common customer challenges, improve product adoption, and reduce churn. Work with the training team to ensure customer education aligns with product features and updates.
- Cultivate relationships with key customers and serve as a senior escalation point for any customer issues, ensuring timely resolution.
- Develop programs for regular customer check-ins and business reviews to ensure customers are engaged and receiving the full value from our solutions.
- Ensure the customer training programs are aligned with customer needs and provide resources like webinars, tutorials, and documentation to enhance customer knowledge.
- Establish and monitor performance metrics (customer health scores, renewal rates, churn rates) to optimize processes and continuously improve the customer experience.
- Lead, mentor, and scale a team of Customer Success Managers (CSMs), Onboarding Specialists, Customer Support staff, and other sub-functions within the Customer Success department.
- Act as the voice of the customer within the organization, advocating for product improvements, and representing customer needs in executive meetings.
What you bring
leadership
salesforce
analytics
apis
saas
8+ years
- Proven ability to lead and grow a team, driving accountability and results.
- Familiarity with Customer Success tools (e.g., Gainsight, Salesforce, HubSpot) and experience working with data-driven customer health metrics.
- Knowledge of change management processes that can help guide customers through complex implementations or transitions, ensuring smooth software adoption, especially with large or enterprise-level clients.
- Strong analytical skills with the ability to interpret customer data and KPIs to improve processes and results.
- Familiarity with technical aspects of software architecture or programming (e.g., understanding APIs, integrations)
- Experience in the software industry, preferably within SaaS or cloud-based products.
- Excellent communication and interpersonal skills, capable of delivering presentations and engaging with C-level executives.
- Familiarity with creating and managing online customer communities or user groups.
- A passion for building relationships with customers and helping them succeed with software solutions.
- 8+ years of experience in Customer Success, Account Management, or a related field, with at least 3 years in a leadership role.
- Strong strategic thinking with a track record of driving customer success initiatives.
- Quarterly Bonuses/Commission: You will be eligible for either a bonus or commission, paid on a quarterly basis. We believe all employees affect customers, sales and revenue — directly or indirectly – and should be rewarded by sharing the company profits.
- Benefits: We provide a wide range of benefits for eligible full-time employees including: medical, dental, vision, retirement contributions, employee stock purchase and bonus plans, pay for holidays, vacation, sick days, funerals and jury duty, years of service awards, employee discounts, employee referral bonuses, charitable contribution matching, education reimbursement and more. View benefit plan details here: https://benefits.strongtie.com/.
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- job offers contingent upon successful background investigation and drug test.
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Company
Overview
Founded 1956
Year Established
The company was established with a focus on creating products that strengthen buildings.
60+ Years
Industry Experience
With over 60 years of experience, they remain at the forefront of structural building solutions.
- The company revolutionized the construction industry with its signature wood connectors and fasteners.
- Their products are used in residential, commercial, industrial, and infrastructure projects across the globe.
- Known for their innovation, Simpson Strong-Tie consistently introduces new solutions for complex building needs.
- Standout projects include reinforcing structures in earthquake-prone regions, flood zones, and severe weather areas.
- The company’s commitment to research and development has led to the creation of cutting-edge structural connectors.
- Simpson Strong-Tie maintains a strong reputation for providing reliable, high-quality products that support safety.
- Integrity: Doing the right thing even when no one is watching.
- Innovation: Constantly improving our products and processes.
- Customer Commitment: Serving our customers by listening and delivering solutions that exceed expectations.
- Collaboration: Working together as one team to achieve success.
- Excellence: Pursuing the highest standards of quality and performance.
- Accountability: Taking responsibility for our actions and results.
2050
Net Zero Target
Aiming to achieve net zero emissions by 2050.
- Prioritizes sustainable product design, using materials and manufacturing processes that reduce environmental impact.
- Has reduced waste through recycling programs and cutting packaging materials.
- Committed to lowering water usage across facilities.
30% Women
Workforce Representation
Women make up approximately 30% of Simpson Strong-Tie’s workforce, with ongoing efforts to increase this number.
- Aims to increase diversity at all levels, with an emphasis on expanding gender and racial diversity in leadership roles.
- Implemented employee resource groups focused on supporting underrepresented groups within the company.
- Has a formal mentorship program to help underrepresented employees advance in their careers.
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