Director of Customer Success
Career Area: Marketing and Public Relations
Occupation Group: Marketing Specialists
Salary
Percentile wages tell how much a certain percentage of an overall population in a geographic area or within a given industry or field makes. The percentile wage estimate is the value of a wage below which a certain percent of workers fall.
An example would be the 25th percentile, 25 percent of workers employed in that occupation earn less and 75 percent earn more than the estimated wage value. At the 75th percentile, 75 percent of workers employed in that occupation earn less and 25 percent earn more than the estimated wage value.
A typical Director of Customer Success earns the following wages (national and state):
State
The average salary in North Carolina for those pursuing this career is $113,438
National
The average salary in the United States for those pursuing this career is $108,601
What Does a Professional in this Career Do?
Responsible for customer retention and increasing customer loyalty. Often works in software companies, supervising customer success staff who provide direct technical support to customers. Focuses on reducing churn.
Employment Trends
The job demand and job growth statistics shown here were derived from job posts over the past year. Expected job growth projections are extrapolated from year-over-year job post listing history.
Job demand and job growth is expected at the following rates:
| Location | Growth | |
|---|---|---|
| North Carolina | 91 | +11.9% |
| Nationwide | 2553 | +8.1% |
Skills
A professional in this position typically utilizes the following skills in the course of everyday work in this exciting and challenging field:
Baseline Skills
The following are baseline skills every Director of Customer Success is expected to have in order to experience success in this field:
- Teamwork / Collaboration: Experience working in collaborative efforts with a team to achieve a common goal or to complete a task in the most effective and efficient way.
- Communication Skills: The ability to convey information to another effectively and efficiently.
- Planning: Working experience with the process of thinking about and organizing the activities required to achieve desired goals.
- Creativity: Mental characteristic that allows a person to think outside of the box, which results in innovative or different approaches to a particular task.
- Problem Solving: Problem solving consists of using generic or ad hoc methods, in an orderly manner, for finding solutions to problems.
Specialized Skills
These skills are specific to working in this career:
- Customer Service: Working experience with the provision of service to customers before, during and after a purchase.
- Software as a Service (SaaS): Software as a service (SaaS; pronounced ) is a software licensing and delivery model in which software is licensed on a subscription basis and is centrally hosted.
- Onboarding: Onboarding, also known as organizational socialization, refers to the mechanism through which new employees acquire the necessary knowledge, skills, and behaviors to become effective organizational members and insiders.
- Budgeting: Experience planning how the financial resources of a business or department are to be allocated during the next business period.
- Key Performance Indicators (KPIs): Experience of analyzing a project or company and communicating it's success in terms of the measured performance of activities
Distinguishing Skills
Any Director of Customer Success that possesses the following skills will stand out against the competition:
- Sales Leadership: Working experience with the strategies designed to lead teams into increasing an organization's sales department.
- Market Strategy: Marketing strategy includes all basic, short-term, and long-term activities in the field of marketing that deal with the analysis of the strategic initial situation of a company and the formulation, evaluation and selection of market-oriented strategies that contribute to the goals of the company and its marketing objectives.
- Marketing Development: Market development is a growth strategy that identifies and develops new market segments for current products. A market development strategy targets non-buying customers in currently targeted segments. It also targets new customers in new segments.
- Digital Marketing: Digital marketing (also known as data-driven marketing) is an umbrella term for the marketing of products or services using digital technologies, mainly on the Internet, but also including mobile phones, display advertising, and any other digital medium.
- Marketing: Marketing is the study and management of exchange relationships.
Experience
This position typically requires the following level of experience. The numbers presented in the pie charts below were derived from actual job posts over the past year. Not all job postings list experience requirements.
| Experience Required | % |
| 0 to 2 years | 3% |
| 3 to 5 years | 32% |
| 6 to 8 years | 25% |
Many of the programs offered through NC State are designed for working professionals who need additional credentials to enhance existing work experience.
Students who do not have the expected level of experience may wish to look into internship and employment opportunities.
Common Job Titles
It is possible to find work in this field in positions commonly listed as the following job titles:
- Director, Customer Success
- Director Of Customer Success
- Director Of Customer Experience
- Director, Customer Experience
- Director, Customer Insights
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