Sr Director Customer Success

Pay Rate Low:

175000 |

Pay Rate High:

225000 Director of Customer Support -

North America Location:

Durham, NC (Hybrid, 2-3 days onsite)

Compensation:

$175,000-$225,000 base salary + 20% annual bonus

Note:

does not include equity or stock options. About the Role We are seeking a transformative, long‑term leader to serve as the Senior Director of Customer Support. This is a critical leadership position responsible for merging two customer support organizations following a recent acquisition and redefining how support operates across the region. Key Responsibilities Lead the transformation of the North American support organization from reactive firefighting to a proactive, predictive support model. Reduce support demand through root‑cause analysis, process improvements, and continuous team upskilling. Manage, mentor, and develop a high‑performing team of 90-110 professionals, including 5-10 direct reports. Build a culture of accountability, excellence, and career progression across the organization. Collaborate effectively within a global, matrixed environment, influencing product, engineering, and account management teams to resolve systemic client issues. Role Requirements Bachelors Degree required 7+ years of progressive leadership experience preferably within life science industry or a software company. 10 years of experience navigating complex matrix environments and at least 7 years working within highly structured, multi‑layered organizational charts. Direct leadership experience managing direct reports and an organization 80+ indirect reports supporting clients. •This job description is a complete list of all desired skills but not all are required. We strongly encourage candidates who have some of the skills to apply. We look forward to a conversation to learn more about you!•#LI-DH3