Customer Service Careers | Director of Customer Success

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 $111,256

*The salaries depicted here are representative of the range of salaries posted in job listings over the past year. Living wage in North Carolina is $30,000.

National

The average salary in the United States for those pursuing this career is $110,233

*The salaries depicted here are representative of the range of salaries posted in job listings over the past year. Living wage in North Carolina is $30,000.

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:

LocationGrowth
North Carolina75+14.8%
Nationwide1847+10.1%

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.
  • Problem Solving: Problem solving consists of using generic or ad hoc methods, in an orderly manner, for finding solutions to problems.
  • Creativity: Mental characteristic that allows a person to think outside of the box, which results in innovative or different approaches to a particular task.

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.
  • 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.
  • 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.
  • Key Performance Indicators (KPIs): Experience of analyzing a project or company and communicating it's success in terms of the measured performance of activities
  • Project Management: Project management is the discipline of initiating, planning, executing, controlling, and closing the work of a team to achieve specific goals and meet specific success criteria.

Distinguishing Skills

Any Director of Customer Success that possesses the following skills will stand out against the competition:

  • Marketing: Marketing is the study and management of exchange relationships.
  • 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.
  • 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.
  • Consumer Insights: A customer insight, or consumer insight, is an interpretation of trends in human behaviors which aims to increase effectiveness of a product or service for the consumer, as well as increase sales for mutual benefit.
  • Consumer Research: Consumer research is the research done on consumers preferences, attitudes, loyalty, usage and behavior in a market. It helps in understanding customers so that the marketing campaigns can be designed accordingly.

Salary Boosting Skills

A professional who wishes to excel in this career path may consider developing the following highly valued skills:

  • Customer Acquisition: Working experience of Customer Acquisition, which is the process of persuading a consumer to purchase a company's goods or services. The cost associated with the important customer acquisition process is an important measure for a business to evaluate in combination with how much value having each customer typically brings to the business.

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 years2%
3 to 5 years25%
6 to 8 years30%

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 Of Customer Success
  • Director, Customer Success
  • Director, Customer Experience
  • Director Of Customer Experience
  • Director, Customer Experience Dental - Ps37559

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