Job Description
Job Description
Day-to-day:
Insight Global is seeking a Director of Customer Success who will lead and elevate our customer service operations. This role will oversee a team of 40 employees based in Wright City, MO (approximately 30–40 minutes outside St. Louis), including 9 direct reports. The ideal candidate will bring strategic leadership, operational excellence, and a passion for customer-centric service. This is an in-office role, Monday through Friday. This individual will be tasked with leading a division of call center and customer success teams, identifying problems, and implementing solutions.
Additional Responsibilities Include:
- Leadership & Strategy
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- Set the vision and roadmap for Customer Success aligned with the organization’s growth goals.
- Lead, coach, and develop a high-performing team focused on inbound support and outbound service coordination.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Operations & Process Improvement
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- Implement scalable processes and tools to support rapid expansion.
- Own the customer experience across all channels (phone, email, chat, self-service).
- Establish and monitor KPIs, ensuring teams have the resources and training to meet goals.
- Collaborate cross-functionally with Sales, Field Ops, Engineering, and Product to optimize the customer journey.
- Customer Advocacy
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- Serve as the internal champion for customer needs and feedback.
- Analyze customer data to identify trends and drive systemic improvements.
- Provide executive-level reporting on customer insights and performance.
Desired Skills and Experience:
- Minimum of 3 years of experience as a director or manager of customer success/customer, preferably in telecom or call center environments.
- Experience managing large teams with direct and indirect reports
- Excellent communication and collaboration skills across departments.
- Familiarity with CRM, OSS/BSS, and call center platforms