Director of Customer Success and Support

Overview

The Director of Customer Success & Support will spearhead Premier Biotech's customer-facing support and success divisions. This critical leadership role drives strategic and operational initiatives to scale and enhance support for customers in laboratory, manufacturing, and drug testing industries. Reporting directly to the Senior Vice President of Customer Teams, this individual will construct the foundational processes, team frameworks, and metrics necessary to support continued organic growth and acquisition integration.

Key Responsibilities

• Guide, coach, and develop teams within Customer Success and Customer Support.
• Define clear roles, responsibilities, and performance expectations along with career advancement opportunities.
• Promote a culture emphasizing accountability, customer centricity, responsiveness, and collaboration.
• Design management systems that enhance team engagement and productivity.
• Oversee customer support and success outcomes, monitoring key metrics and service levels.
• Analyze customer satisfaction trends and lead initiatives to resolve issues.
• Collaborate with cross-functional teams including Sales, Operations, and Product to optimize customer experiences.
• Create and implement scalable, standardized operating procedures.
• Build reporting dashboards and performance management tools to increase operational visibility.
• Streamline workflows to improve efficiency and reduce manual processes.
• Support post-acquisition integration with focus on aligning customer service models.
• Evaluate and refine workflows and systems following acquisitions to ensure seamless customer experiences.
• Drive automation and enhancements in customer support technologies such as Salesforce, Freshdesk, and BigCommerce.

Required Qualifications

• Bachelor's degree preferred.
• Minimum seven years of leadership experience in Customer Success, Support, Operations, or Experience roles.
• Proven ability to lead and grow teams.
• Strong skills in process development, metrics creation, and operational procedures.
• Analytical thinker with strong business problem-solving capabilities.
• Experienced in managing organizational change and fostering accountability.
• Thrives in fast-paced, growth-oriented environments.

Preferred Qualifications

• Background in healthcare, medical device, diagnostics, distribution, or regulated industries.
• Experience facilitating growth through acquisitions and business integrations.
• Familiarity with Salesforce, Freshdesk, CRM, and ticketing systems.
• Certification or training in Lean, Six Sigma, PMP, or operational excellence methodologies.
• Experience managing customer operations in private equity-backed or high-growth settings.

Success Indicators

• Clear accountability and process-driven approach in Customer Support and Success functions.
• Teams consistently meet or exceed defined service goals and performance standards.
• Senior leadership receives actionable insights into customer health and operational trends.
• Processes scale effectively to support ongoing business expansion.
• Smooth integration of acquired entities with minimal negative customer impact.
• Leadership can focus on strategic initiatives with confidence in daily operations.

About Premier Biotech

Since 2009, Premier Biotech has combined testing, technology, and lab services to enable clients to accelerate operations, mitigate risk, and maintain compliance. Serving government agencies, staffing companies, health organizations, and behavioral health programs, Premier Biotech ensures customers make informed, data-driven decisions through innovative technology and operational expertise.

Additional Details

• Location: Remote
• Travel Requirements: 20-40%
• Annual Base Salary Range: $130,000 to $145,000
• Annual Incentive Opportunity: $20,000 to $30,000