Director, Customer Success & Support
2 days ago
Greenwood Village
Job DescriptionSalary: $120,000 - $155,000 Were growing again and looking for a Director, Customer Success & Support to join our team at A2Z Sync! Who We Are At A2Z Sync, were revolutionizing the automotive industry by transforming the car-buying journey into a seamless, transparent, and customer-first experience. Our innovative platform empowers dealerships with cutting-edge tools to thrive in a rapidly evolving market. Through strategic initiatives, including our groundbreaking partnership with Amazon, were redefining how the industry operates.If youre ready to make an impact and shape the future of automotive technology, wed love to hear from you! Your Role As the Director, Customer Success & Support, you will help set the vision and the strategy for two critical functionsCustomer Success and Supportensuring our customers achieve maximum value from our A2Z solutions while receiving world-class service. Youll build, scale, and align both teams under a shared vision that drives retention, satisfaction, and customer growth. Partnering cross-functionally with Product, Sales, and Operations, youll be responsible for defining strategies, optimizing processes, and ensuring both proactive and reactive customer-facing functions are operating at the highest level. In this role, youll not only define where were going but also invest in building the people, processes, and culture that will get us there. Responsibilities Core Competencies • Bring our guiding principles to life by helping dealerships and their customers have better experiences, teaming up with colleagues across A2Z Sync, trying new ideas with purpose, taking responsibility for your work, and rolling with change as we grow and improve together. Leadership Competencies • Define the long-term vision for Customer Success and Support that aligns with company goals and evolving customer needs., • Lead, mentor, and scale high-performing teams, building clear career paths and fostering strong leadership at all levels., • Develop leadership bench strength by coaching managers to lead effective, empowered teams., • Inspire alignment across Customer Success and Support, ensuring shared ownership of customer health, retention, and advocacy., • Partner cross-functionally with Product, Sales, and Operations to align customer outcomes with revenue growth and product innovation., • Act as the voice of the customer, influencing Product, Sales, and Operations strategy., • Champion customer insights across the business, ensuring were solving the right problems. Job Family Competencies Knowledge • Shape lifecycle strategies including adoption, renewal, and expansion., • Strong familiarity with key success and support platforms is crucial (i.e. Intercom, Zendesk, Vitally, Gainsight, etc.), • Executive presence with outstanding communication skills; able to influence across all levels of the organization. Functional Competencies Skills and Execution • Build and execute a roadmap that balances proactive success strategies with world-class support., • Establish a culture of continuous improvement, innovation, and customer-first thinking across both teams., • Drive operational excellence through clear processes, enablement, and performance management., • Build scalable playbooks and customer health frameworks to maximize value realization., • Oversee delivery of exceptional, efficient, multi-channel support experiences., • Develop scalable support models leveraging self-service, automation, and knowledge management., • Drive continuous improvement of SLAs, CSAT, and operational metrics., • Demonstrated success driving retention, reducing churn, and increasing customer satisfaction and advocacy. What You Bring to the Table We're looking for candidates who: • 10+ years of progressive leadership experience in Customer Success, Support, or related functions, ideally in B2B SaaS or technology-driven businesses., • A proven ability to set a compelling vision and strategy, then lead organizations to execute against it., • Strong track record of scaling teams and building leaderscreating clarity, alignment, and accountability., • Demonstrated success driving retention, reducing churn, and increasing customer satisfaction and advocacy., • Operational excellence mindset with the ability to design scalable processes, systems, and metrics., • Strong familiarity with key success and support platforms is crucial (i.e. Intercom, Zendesk, Vitally, Gainsight, etc.), • Executive presence with outstanding communication skills; able to influence across all levels of the organization., • Passion for customer success and a commitment to delivering exceptional experiences at scale., • Automotive software and/or marketplace experience is a plus. Why A2Z Sync? We pride ourselves on cultivating a fun, casual, and collaborative workplace culture where your hard work is recognized, your contributions drive real results, and your impact is felt every day. At A2Z Sync, were deeply committed to our employees well-being, starting with comprehensive benefits designed to help you care for yourself and your family. Here's what we offer: • Employer-Paid Health, Dental, and Vision Insurance: Comprehensive coverage for you and your family starting on day one., • Flexible Work Schedules: Option for in-office, hybrid, or remote work., • 401(k) Retirement Plan with Company Match: Build your future with our competitive matching program., • Generous Paid Time Off (PTO): Recharge with unlimited PTO and 10 paid holidays., • Short-Term and Long-Term Disability Coverage: Fully employer-paid to protect your income during unexpected events., • Life and AD&D Insurance: Employer-paid coverage to provide peace of mind for you and your loved ones., • Free Mental Health Support: Access to confidential therapy sessions through BetterHelp for you and your family., • Pet Insurance Options: Affordable plans to keep your furry family members healthy and happy., • Identity Theft Protection: Safeguard your personal information with voluntary ID protection services.