Director, Customer Success - Service Provider

UDT is a leading technology enabler, dedicated to empowering businesses across major industries with innovative solutions. We specialize in evaluating, architecting, securing, and managing technology—whether it's on the go, in the rack, or in the cloud. Our comprehensive offerings include technical, professional, cybersecurity, and managed services, ensuring that our clients are equipped with the tools and expertise needed to thrive in today's fast-paced digital landscape.

This is a full-time remote position; however, you must reside in one of the following states:  FL, GA, NC, SC, OK, TN, TX, MO, PA, VA, OH

Director, Customer Success - Service Provider

The Director of Customer Success will be responsible for leading our Customer Success team, driving customer satisfaction, adoption of services, expansion and retention.  This role requires a strategic visionary who can develop and implement customer-centric initiatives that align with our company's goals, while also being a hands-on leader capable of mentoring and guiding the team.  The ideal candidate will have a strong background in customer success, excellent leadership skills, and a deep understanding of data-driven strategies.

Responsibilities:

• Strategic Leadership
  • Develop and execute a comprehensive Customer Success strategy that aligns with UDT's business goals.
  • Utilize data and analytics to inform decision-making and drive continuous improvement in customer success process.
• Customer Advocacy
  • Serve as the voice of the customer within the organization, enduring that customer feedback is integrated into product and service improvements.
  • Foster deep relationships with key members, understanding their needs and challenges to deliver value-driven solutions.
• Team Management
  • Lead, mentor, and develop a high performing Customer Success team, creating a culture of continuous learning and development.
  • Collaborate cross-functionally with Sales, Product, Marketing, and Support teams to ensure seamless and positive customer experience.
• Operational Excellence
  • Establish and refine processes to improve customer onboarding, adoption, retention, and expansion.
  • Leverage CRM tools and customer success platforms to manage customer relationships and track key performance indicators (KPIs).
• Innovation and Change Management
  • Champion innovative approaches to enhance the customer experience and outcomes.
  • Adapt to changing market conditions and customer needs with agility and resilience.
• Communication and Influence:
  • Communicate the value of Customer Success to internal and external stakeholders, tailoring messages to different audiences, including the C-suite, customers, and team members.
  • Negotiate solutions that balance customer needs with business goals.

Qualifications:

• Bachelor's degree in business, Marketing, or a related field; MBA or equivalent advanced degree is a plus.
• 7+ years of experience in Customer Success, Account Management, or a related field, with at least 3+ years in a leadership role.

What UDT offers you 

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to the organization. UDT’s Total Rewards package includes medical, dental, vision, life and disability coverage as of the 1st of the month, health savings accounts, flexible savings accounts, 401(k) plan with company match, 7 annual holidays and unlimited paid time off.

Join us and be part of an inclusive, energizing, and collaborative environment.  UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. 

Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status