Director of Customer Success

Company Description

BOLD Construction is a leading company specializing in high-end construction, fit-out, facade, and interior solutions. The organization is committed to delivering projects on time while maintaining high standards of quality, innovation, and excellence. BOLD Construction emphasizes collaboration and precision to consistently exceed client expectations. The company integrates sustainability into its projects, reflecting a long-term focus on responsible building practices and continued growth. Role Description The Director of Customer Success is a full-time, remote role responsible for overseeing the end-to-end customer experience and ensuring long-term satisfaction and retention. This position leads the customer success team, sets strategy, and develops processes to maximize client value and strengthen relationships with key accounts. Day-to-day responsibilities include monitoring customer health metrics, resolving escalated issues, conducting regular business reviews, and collaborating with sales, operations, and project teams to align services with client needs. The Director will design and implement customer success programs, gather feedback to improve service delivery, and provide leadership, coaching, and performance management for the customer success team. This role also involves identifying growth opportunities within existing accounts and contributing customer insights to support continuous improvement across the organization.

Qualifications

Strong focus on Customer Satisfaction and Customer Experience, with a track record of improving client outcomes and service quality. Demonstrated ability in Customer Retention and Account Management, including managing strategic accounts and building long-term partnerships. Proven Team Leadership skills, with experience leading, mentoring, and developing high-performing customer-facing teams. Experience in customer success or client services within construction, real estate, or related industries is highly beneficial. Excellent communication, negotiation, and conflict-resolution skills, with the ability to manage complex stakeholder relationships remotely. Strong analytical and problem-solving abilities, including experience working with customer success metrics and CRM or account management tools. Bachelor’s degree in business, management, or a related field; advanced degree or relevant certifications in customer success or project management are a plus. Ability to work autonomously in a remote environment, manage multiple priorities, and drive cross-functional initiatives to completion.