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Director of Customer Success

Billhighway McLean, VA

  • Posted: 28 days ago
  • Full-Time
Job Description

a Billhighway Company

Smarter, Simpler Membership Management: Impexium’s 100% web-based AMS supports the full range of association business and administrative activities. We combine enterprise-level functionality with the benefits of a software-as-a-service model to deliver a mobile-first, fully responsive, analytics driven platform to associations of all sizes. Change your mind about what is possible.

The Role: Director of Customer Success

The role of the Director of Customer Success is to own a portfolio of customers, driving best practices and innovation to create more value for their business and ours. You will build a high performing team who will support your efforts in achieving a goal of increased revenue, customer satisfaction, retention and adoption of key solution features. This role is based in McLean, VA.

What you will do:

Drive Customer Success Outcomes

  • Increase customer renewal rates
  • Expand our revenue in accounts through cross-sell and up-sell
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through greater advocacy and reference-ability

Build and Optimize Customer Lifecycle

  • Build scalable operating model to support growth objectives
  • Map customer journey and identify opportunities for improvement
  • Define segmentation of customer base and varying strategies / service models

Manage Customer Success Activities

  • Build and manage account management process
  • Provide customer-facing leadership on certain strategic customers and at risk customers
  • Manage contract renewal process
  • Manage cross-sell/upsell activities
  • Customer advocate to help company prioritize product roadmap
  • Industry advocate to build brand recognition and awareness
  • Attract and hire customer success professionals
  • Provide customer success leadership to expand opportunities in the AMC channel
  • Continue to learn and gain knowledge of new industry trends and consultative techniques.
  • Implement process to hear the voice of our customers (e.g. executive interviews, NPS surveys, etc.)

Build Customer Success Culture

  • Create a company-wide culture of customer success (CC365)
  • Be a champion to promote and live out “Our Plays”
  • Create a culture of collaboration with the leadership team to make healthy decisions for the company and our customers

Special Projects

  • Lead large enterprise client implementations, where needed
  • Work closely with PSG (Professional Services Group) to identify strategic projects to provide additional leadership and support
  • Participation in company task force initiatives as applicable.

What you will need:

  • Minimum of 10 years of software solution experience with a minimum of 5 years of direct association experience preferably with AMS or Member Management software
  • Demonstrated experience building and leading high performing customer success teams
  • Bachelor’s Degree or equivalent in business, finance, marketing, MIS or a related field
  • Ability to command the room when dealing with various stakeholders to show transformational value, turn a troubled client situation around, or optimize the solution based on their leading pain point
  • Demonstrated ability to identify and recommend solutions and show transformational value
  • Successful in collaborating and influencing in a “win as a team” environment
  • Resourceful, coachable, and has a drive for results
  • Ability to articulate an ROI and correlating business value with technology
  • Demonstrated track record of exceeding revenue upsell and new product feature goals
  • Proficient writing and communication skills
  • Client based training and education
  • Project management experience
  • Clear internal motivation and desire to go above and beyond to achieve departmental goals
  • Familiar with being “plugged in” (i.e. with laptop and PDA)
  • Ability to travel

What will set you apart:

  • Trade or professional association experience

A flexible, entrepreneurial work environment and team atmosphere makes this a great place to work. To learn more about us, visit

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McLean, VA
22102 USA



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