Director / Manager, Customer Success

Director / Manager, Customer Success Operations

Geoforce is seeking a Director / Manager, Customer Success Operations to lead, coach, and scale our Customer Success team. This role will oversee our Customer Success Managers (CSMs), ensuring they deliver an exceptional experience across the customer lifecycle while driving retention, growth, and long-term satisfaction.

You are someone who can see both the big picture and the operational details leading by example, building strong customer-centric processes, and empowering your team to excel. You'll play a critical role in defining and optimizing the customer journey, leveraging data and metrics to improve outcomes, and partnering cross-functionally to ensure our customers realize maximum value from Geoforce solutions.

This is a hybrid role based out of our headquarters in Plano, Texas.

Job Duties

• Lead, mentor, and develop a team of Customer Success Managers, fostering a high-performance, customer-first culture.
• Drive customer retention and satisfaction through scalable processes, metrics, and best practices.
• Partner with Sales, Product Management, Support, and Engineering to ensure customer needs are represented and met.
• Develop, monitor, and analyze team performance metrics (utilization, retention, NPS, renewals) and drive continuous improvement.
• Standardize and optimize customer lifecycle processes, tools, and reporting (Salesforce, Vitally, etc.).
• Oversee quarterly business reviews, renewals, and escalation management.
• Serve as a senior point of contact for key customers when required.
• Provide strategic insights to leadership regarding customer health, risks, and growth opportunities.
• Travel as needed to support team members and customer engagement (estimated 1015 trips per year).

Knowledge and Skills

Education and Work Experience