Director of Customer Success

Role Overview

Next Horizon Capital is looking for a seasoned customer success leader to own client retention, strengthen long-term partnerships, and elevate the overall customer journey. The position suits someone who combines strategic thinking with hands-on client management and cross-functional coordination to help drive durable business growth.

Key Responsibilities

• Create and roll out customer success plans that lift satisfaction, improve retention, and deepen client engagement over time.
• Serve as a dependable advisor to clients, building trusted relationships and supporting a consistently positive experience across the entire lifecycle.
• Work closely with internal teams to deliver smooth service, address client issues, and keep service quality moving upward.
• Track customer feedback, service results, and key performance indicators to uncover areas for ongoing improvement.
• Lead onboarding efforts so customers can adopt solutions successfully and achieve their business goals.
• Define repeatable customer success workflows, service benchmarks, and best practices that improve consistency and long-term satisfaction.
• Spot opportunities to deepen client relationships by understanding customer needs and recommending value-focused business solutions.
• Manage, coach, and grow the Customer Success team while building a culture centered on collaboration, accountability, professionalism, and customer care.
• Review customer trends, retention data, and operational insights to inform strategy and support business growth.
• Coordinate initiatives across functions to improve the customer experience, simplify internal operations, and support organizational priorities.
• Represent the Customer Success function in leadership conversations and client-facing interactions, reinforcing the company’s focus on service excellence and lasting partnerships.

Requirements

• Bachelor’s degree in Business Administration, Management, Marketing, Communications, or a related discipline.
• Proven leadership background in Customer Success, Client Services, Account Management, Relationship Management, or Business Operations.
• Strong ability in communication, stakeholder management, and relationship building.
• Solid organizational, analytical, and problem-solving skills.
• Experience leading cross-functional work and managing strategic customer programs.
• Comfort working with performance data and applying continuous improvement methods.
• Strong people leadership skills, including the ability to motivate, mentor, and develop high-performing teams.
• Customer-first mindset with a commitment to exceptional service and long-term client value.
• Ability to manage several priorities in a fast-paced, collaborative environment.
• High standards of professionalism, integrity, and business judgment.

Additional Information

This is a full-time onsite role based in the United States. No stipend or salary amount was specified in the source.

Eligibility

Applicants should have relevant leadership experience in customer success or closely related client-facing functions and hold a bachelor’s degree in a relevant field. The role is suited to professionals capable of managing team leadership, client strategy, and cross-functional execution in a dynamic business setting.