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About the Role
SiteOwl is seeking a Director of Customer Success to build and lead the Customer Success organization. This role involves managing and developing a team of Customer Success Managers and Support Specialists, while also serving as the executive owner for a portfolio of large enterprise accounts. The position is a key member of SiteOwl's leadership team, responsible for Net Revenue Retention (NRR) and Gross Revenue Retention (GRR), and shaping company strategy.
Responsibilities
- Manage, coach, and develop Customer Success Managers by setting goals, running pipeline/account reviews, and building career paths.
- Recruit and onboard new CSMs, managing proactive CS resourcing and team structure.
- Build a high-performing, accountable team culture focused on customer outcomes, ownership, and collaboration.
- Own executive relationships for a select group of SiteOwl's largest Enterprise accounts, acting as their senior strategic point of contact.
- Lead business reviews and governance forums with customer executive sponsors.
- Model best-in-class enterprise account management for the CS team.
- Own NRR and GRR targets for the CS organization and report performance to leadership and ASSA ABLOY stakeholders.
- Build forecasting, health-scoring, and early-warning processes to protect and grow the customer base.
- Partner with Sales on expansion strategy and with Product on roadmap input to drive retention.
- Design and implement scalable CS processes for onboarding, adoption, renewal, and expansion.
- Set annual and quarterly CS strategy in partnership with the General Manager and leadership team.
- Own the CS technology stack, including evaluation, implementation, and administration of tools.
- Own the customer satisfaction and NPS program end-to-end.
- Own the Support function, including SLAs, escalation paths, and support processes.
- Contribute to company-wide strategy as a member of SiteOwl's leadership team.
- Represent the voice of the customer in cross-functional planning with Product, Sales, and Marketing.
Requirements
- College/University degree (preference for specialization in related curricula), or work experience commensurate with, minimum high school/GED diploma.
- 8+ years of experience in Customer Success or a related client-facing function.
- Experience in a formal leadership/people-management role.
- Proven experience owning and improving NRR/GRR or equivalent retention and expansion metrics.
- Deep enterprise account management experience, including direct relationships with customer executives (VP/C-level).
- Track record of building or significantly improving CS processes, playbooks, or operating cadence.
- Experience using AI tools to create and optimize CS processes.
- Experience owning or heavily involved in the CS tech stack (CRM, CS/health-scoring platforms, support desk, BI/analytics tools).
- Experience running or overseeing a support function, including SLA design and escalation management.
- Strong executive presence — comfortable presenting to customer and internal leadership.
- SaaS background.
- Player-coach mindset: energized by both managing people and staying hands-on with enterprise customers.
- Proficiency in Microsoft Office tools.
Skills
- Customer Success
- Client-facing functions
- Leadership
- People management
- Net Revenue Retention (NRR)
- Gross Revenue Retention (GRR)
- Account management
- Executive relationship management
- Business reviews
- Governance forums
- CS processes
- Playbooks
- Operating cadence
- AI tools
- CS tech stack
- CRM
- CS platforms
- Health-scoring platforms
- Support desk
- BI/analytics tools
- Support function management
- SLA design
- Escalation management
- Executive presence
- SaaS
- Physical security
- Security integration
- Enterprise hardware/software
- Microsoft Office
Location
- Austin, TX
- Phoenix, AZ
- Remote
Work Type
- Remote
- Full-time
Experience Level
- Leadership team member
- 8+ years of experience in Customer Success or a related client-facing function
- Experience in a formal leadership/people-management role
Education Level
- College/University degree
- Minimum high school/GED diploma
Benefits
- Discretionary bonus
- 401(k) plan
- Education assistance
About the Company
- SiteOwl is a physical security lifecycle management SaaS platform, part of ASSA ABLOY.
- We help enterprise security teams design, install, and manage their physical security infrastructure from a single platform.
- ASSA ABLOY is the global leader in door opening solutions, using the latest technologies to improve customers' lives.
- ASSA ABLOY is a fast-moving company with many opportunities.
- ASSA ABLOY values results, empowers people to build careers, and encourages growth.
- ASSA ABLOY welcomes diverse, inclusive teams and values different perspectives and experiences.
Equal Opportunity
- ASSA ABLOY is an Equal Opportunity Employer/Minorities/Females/Disabled/Veteran