Director of Customer Success

Company Description

Torch Key Asset Management (TKAM) is a middle-market private equity firm specializing in control buyouts of complex, transitional, and carve-out situations across fragmented sectors such as food & beverage and industrial products & services. Founded in 2026 and led by a team that has previously deployed $1.6 billion in equity, TKAM blends institutional investing discipline with hands-on operational expertise. The firm is committed to an entrepreneurial and people-centered approach, working closely with management teams to uncover and unlock overlooked value. Through a trusted ecosystem of operating partners and tailored value-creation plans, TKAM aims to be a thoughtful partner that provides clear operating priorities and helps companies realize their full potential. Role Description The Director of Customer Success is a full-time, remote role responsible for building and leading TKAM’s customer success function to enhance relationships with portfolio company leadership and key stakeholders. This role oversees the design and execution of customer success strategies that drive customer satisfaction, retention, and long-term value creation for TKAM’s investments. Day-to-day activities include leading a small team, setting success metrics, monitoring account health, and collaborating with investment and operations teams to address client needs and risks. The Director will develop standardized processes for onboarding, stakeholder communication, and feedback collection, and will translate insights into actionable initiatives and executive-ready reporting. This position also contributes to strategic planning, partners with portfolio company management on customer experience initiatives, and ensures that TKAM’s service model remains consistent, scalable, and aligned with the firm’s value-creation goals.

Qualifications

Demonstrated expertise in customer satisfaction and customer experience, with a track record of designing programs that improve relationship quality and stakeholder outcomes. Strong background in customer retention and account management, including experience with health monitoring, risk mitigation, and growth of strategic accounts. Proven team leadership abilities, including building and mentoring high-performing, customer-focused teams in a remote or distributed environment. Experience working with complex B2B relationships, preferably in private equity, asset management, consulting, or related professional services. Exceptional communication and presentation skills, with the ability to influence senior stakeholders and synthesize data into clear recommendations. Comfort with data-driven decision-making, including use of CRM or customer success platforms and basic analytics to track performance and trends. Bachelor’s degree in Business, Finance, Communications, or a related field; advanced degree (MBA or equivalent) is beneficial but not required. Ability to work independently, manage multiple priorities in a fast-paced environment, and collaborate effectively across investment, operations, and portfolio company teams.