A Director of Customer Service directs customer service activities for a company. Develops and directs the implementation of customer service policies for company products and oversees customer service staff. Analyzes customer sales and service data and customer feedback.
IoT / Telecommunications / Connectivity About the company Edison Smart are partnered with a rapidly growing IoT SaaS business transforming enterprise connectivity through innovative software and managed connectivity solutions. As the company continues to scale, they are investing in a customer-first strategy that combines technology, AI, and operational excellence to deliver an exceptional customer experience. This is a unique opportunity to build and lead the entire post-sales customer function, driving customer retention, expansion, and long-term business growth in a high-growth technology environment.
Responsibilities:
Build and lead the end-to-end Customer Experience function across Customer Success and Support Develop customer onboarding, adoption, retention, renewal, and expansion strategies Drive customer health programmes and executive business reviews for key accounts Lead AI-enabled customer support initiatives and digital self-service capabilities Oversee knowledge management, customer education, and AI-assisted support tools Establish customer support processes, escalation frameworks, and operational governance Capture Voice of the Customer insights to influence product development and business strategy Develop customer success metrics including retention, adoption, NPS, CSAT, and customer health Partner closely with Sales, Product, Engineering, Marketing, and Operations to improve customer outcomes Lead and develop both onshore and offshore customer-facing teams
Key Requirements:
Proven leadership experience within Customer Success, Customer Experience, or Customer Operations Background in high-growth SaaS, IoT, telecommunications, or technology businesses Experience building and scaling customer success functions and operating models Strong understanding of customer retention, expansion, onboarding, and lifecycle management Experience implementing AI, automation, or digital self-service within customer operations Demonstrated ability to manage cross-functional stakeholders and executive customer relationships Experience leading distributed or offshore customer support teams Strong analytical mindset with experience using customer success metrics to drive business decisions Excellent communication, leadership, and organisational skills Experience within IoT, connectivity, wireless, or enterprise technology is highly desirable
