Remote New

AVP, Customer Success

Hyland Software

United States, Ohio, Westlake

Aug 25, 2026

AVP, Customer Success

Job ID

2026-14264

# of Openings

Job Locations

Remote - U.S.

Additional Locations

US | US-OH-Westlake

Category

Customer Success & Operations

Salary Range

Min Salary = 227,000.00/Yr.Max Salary = 261,000.00/Yr.

Overview

Job Description

The Director Customer Success is responsible for operationalizing the customer journey driving true value for the customer lead cross-functionally to drive customer success to achieve operational excellence and focus on increasing revenue while owning all elements across the customer experience and life-cycle. Responsibilities

Operationalize the customer journey including defining and overseeing the life cycle process and touch points and develop a strategy that delivers a differentiated customer experience ensuring alignment with strategic priorities.

Drive alignment for customer renewals and expansion by partnering and developing relationships with sales and renewals to achieve growth goals and ensure effective adoption.
Identify and document customer's business objectives in order to build a framework to facilitate adoption of the customer's solution and to achieve expected ROI
Define and own key metrics for the team and support core metrics for the company
Drive value for the customer by operating as the voice of the customer and provide internal feedback on how the Company can better serve customers
Establish and assure leadership adherence to budgets schedules work plans and performance requirements
Collaborate with senior management and executives to define and ensure success of department strategy
Provide managerial direction and oversee all aspects of performance management for direct reports. Measure and hold direct reports accountable for meeting defined performance standards; provide feedback to employees; ensure management team is defining and holding teams accountable for all aspects of performance management of direct reports
Oversee and hold management accountable for all Human Resources-related managerial functions and responsibilities associated with hiring compensation management employment relations and termination of employees
Oversee and ensure the development of team members; provides coaching to employees through their personal growth in: functional expertise communication skills and ability to effectively interact with clients and peers. Identify and develop future leaders
Provide strategic influence to internal peers and industry groups
Serve as an escalation point for complex issues; provide guidance and resources to assist with resolution of issues and removing obstacles for team
Work with the leadership to plan and set the strategic vision organizational structure operating policies and procedures and management practices to ensure department delivers operational excellence
Evaluate the process and procedures used by team; Identify opportunities for process improvement and greater efficiency and serve as an advocate for change. Work collaboratively across departments with leaders

Minimum Qualifications

Bachelor's degree or equivalent experience
8+ years of experience in sales role or customer-facing role
Minimum 6 years experience in prior management experience
Demonstrated fiscal responsibility/accountability in managing budgets
Superb problem solving critical thinking and analytical skills
Superb collaboration skills applied successfully within a team as well as other areas
Superb attention to detail
Superb interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department
Superb leadership sound judgement and business acumen skills
Superb oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
Superb organizational multi-tasking and time management skills
Superb facilitation and project management skills
Superb customer service orientation
Self-motivated with follow through and attention to detail
Superb ability to handle sensitive information with discretion and tact
Superb ability to establish rapport and gain the trust of others; effective at gaining consensus
Able to thrive in a fast paced deadline driven environment
Ability to coach mentor and provide feedback to team members in a timely manne
Superb ability to develop use and deliver engaging informative and compelling presentation methodologies
Ability to provide guidance and support to developing team members
Sharp fast learner with technology curiosity and aptitude
Proficiency with Microsoft Outlook or equivalent email and calendar software
Superb business and technology acumen
Superb company software technology knowledge
Superb knowledge in selling or delivering IT Products/Services
Up to 15% travel time required