Senior Director of Customer Success

About the RoleCommunity.co is seeking a strategic leader to take our customer service operation to the next level. Community.co has pioneered the business of community for over a decade. We build, acquire and manage professional communities of all shapes and sizes. To date, we’ve represented 50+ communities and 25K+ members, powered by our team of 200 people worldwide. We help business leaders publish thought leadership articles on premier outlets such as Forbes.com, host virtual events, and connect busy professionals to resources and peers.Our professional, C-suite members depend on responsive, knowledgeable support throughout their membership lifecycle, from onboarding through renewal. You'll be responsible for creating systems and processes that improve member satisfaction, increase retention, and empower your team to do their best work.What You'll DoOptimize tools and technology - Maximize our use of existing software, particularly through the use of AI tools built in to Intercom (our ticketing system) to address informational customer queries efficiently and reduce costs. Evaluate our current reporting and automated workflows in Hubspot and Intercom and make recommendations for improvements to the Senior Leadership team, including the VP of benefits and our co-founder/President.Mentor and develop the team - Manage 6 direct reports, including one manager, plus general oversight of our outsourced customer service partner. Create clear performance metrics and identify opportunities for learning and development.Elevate member service operations - Audit current processes and identify opportunities for improvement. Implement workflows that reduce response times and create consistency across phone, email and live chat. Build the systems and documentation that allow the team to scale.Assist with member retention - Develop proactive outreach strategies for at-risk members. Use data to identify patterns in member satisfaction and churn. Partner with other departments to address systemic issues that impact retention.Refine the new-member experience - Partner with BI and Engineering to design and implement processes that help new members quickly understand and derive value from their membership. Measure effectiveness and continuously optimize.Manage vendor relationships - Oversee our outsourced customer service partnership to ensure quality standards are met. Serve as the primary point of contact and ensure seamless coordination between internal team and external support.Use data to inform strategy - Track key metrics (response time, CSAT, NPS, retention rates, orientation attendance, exit survey results) and translate insights into actionable improvements. Report regularly to leadership on high-level member service trends and opportunities.Own our customer support tone & voice across the company - Work with leadership to define and ensure frontline team members in other departments meet the same voice and tone standards we expect of our customer success team, and that FAQs and documentation remain up-to-date.What You BringExperience: 7-10+ years in tech-enabled customer service or member services, with at least 3-5 years of that time spent managing teams. Experience in professional associations or membership organizations is strongly preferred, though we'll consider candidates with relevant experience in SaaS customer success, subscription services, or other member-based models.Technical proficiency: Experience with HubSpot and Intercom (ticketing system) strongly preferred. Proficiency with generative AI and its applications in a customer-service setting. Comfortable with data analysis and reporting to C-suite.Ownership: You are ready to own and elevate the customer service operation, start to finish. You've built high-performing teams and know how to balance empathy with accountability. You're comfortable managing both direct reports and external partners.Strategic thinking: You don't just solve problems—you prevent them. You can see the big picture while managing day-to-day operations. You know how to take an operation from reactive to proactive, and build processes and systems that last.Communication skills: You translate member feedback into actionable insights for other departments. You communicate clearly with leadership, your team, and members.Community-builder mindset: You genuinely care about creating great experiences. You understand that members aren't just customers—they're part of a community.Bonus points for:• Experience managing BPO or vendor relationships

• Experience managing a departmental budget

• Knowledge of membership retention best practices

• Familiarity with professional association business models

• Experience with change management and process improvement methodologiesWhat Success Looks Like in Year One• You present a budget-neutral plan for growth using existing technology and resources

• Key metrics show positive trends, including retention

• Areas for team upskilling and support are identified and implemented

• You've identified and begun implementing 2-3 strategic initiatives that position member services for long-term success, including implementing our strategic use of AI for informational queries.Additional Benefits• A growing team with opportunities to develop with a thriving company• Use new technology & solve interesting problems• 100% remote, work where you want• 401K with up to 4% company match• Generous paid time off + all major US holidays• Medical, dental, vision coverage• Technology reimbursement programPlease note that thisis not designed to cover a comprehensive listing of activities, duties, or responsibilities that are required for this role, and responsibilities may change at any time.We are an equal opportunity employer.At Community.co, we are committed to creating a diverse environment and are proud to promote inclusiveness in everything we do. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.Community.co is also committed to compliance with the Americans with Disabilities Act [ADA]. While performing the duties of this position, the employee is regularly required to talk, hear and see. We will ensure that persons with disabilities are provided reasonable accommodations.