Director of Customer Success

About Command|Link

Command|Link is a global SaaS Platform providing network, voice services, and IT security solutions, helping corporations consolidate their core infrastructure into a single vendor and layering on a proprietary single pane of glass platform. Command|Link has revolutionized the IT industry by tackling the problems our competitors create. In recognition for our unprecedented innovation and dedication, Command|Link was recognized as the SD-WAN Product of the Year, ITSM Visionary Spotlight, UCaaS Product of the Year, NaaS Product of the Year, Supplier of the Year, and the AT&T Strategic Growth Partner. Command|Link has built the only IT platform for scale that solves ISP vendor sprawl and IT headaches. We make it easy for our customers to get more done, maximize uptime and improve the bottom line.

Learn more about us here!

About your new role: 

We are seeking a strategic and results-driven Director of Customer Success to lead and elevate our Customer Success Management (CSM) team. This role will have a direct impact on customer satisfaction, retention, and expansion. The Director of Customer Success will be responsible for overseeing a team of Customer Success Managers (CSMs), driving operational excellence, and developing customer-centric strategies that support company growth. This role requires a leader with a deep understanding of customer lifecycle management, a passion for coaching and developing teams, and a proven track record of fostering customer advocacy. 

This is a 100% Remote, Full-Time opportunity.    

Key Responsibilities: 

• Mentor and develop the CSM team, setting clear goals and fostering a customer-first culture. 
• Implement strategies to measure customer health (NPS, CSAT), reduce churn, and identify upsell opportunities. 
• Serve as a senior escalation point, develop executive relationships, and drive customer adoption of CommandLink products. 
• Streamline onboarding, support processes, and collaborate cross-functionally to align feedback with product enhancements. 
• Oversee renewals, identify expansion opportunities, and deliver Executive Business Reviews (EBRs). 
• Leverage customer health data to identify risks, forecast churn, and provide executive leadership updates. 

What you’ll need for success: 

• Bachelor’s degree in Business, Marketing, Sales or equivalent experience. 
• Proven success leading high-performing customer success teams. 
• Experience driving operational efficiencies and customer engagement. 
• SaaS, telecommunications, or technology-based service organization experience. 
• Familiarity with customer success tools (CRM, engagement platforms) a plus. 
• Data-driven mindset with strong problem-solving and communication skills. 

Why you'll love life at Command|Link

Join us at CommandLink, where you'll have the opportunity to shape the future of business communication. We value the innovative spirit and seek individuals ready to bring their unique vision and expertise to a team that values bold ideas and strategic thinking. Are you ready to make an impact?

• Room to grow at a high-growth company
• An environment that celebrates ideas and innovation
• Your work will have a tangible impact
• Generous Medical, Dental, and Vision coverage for full-time employees
• Flexible time off  
• 401k to help you save for the future
• Fun events at cool locations
• Free DoorDash lunches on Fridays
• Employee referral bonuses to encourage the addition of great new people to the team

Commandlink hires individuals in a number of geographic regions and the pay ranges listed reflect the cost of labor across these regions. The base pay for this position as displayed at the bottom of the job description is a range based on our lowest geographic region, up to our highest geographic region. Pay is based on location among other factors, such as skill-set, experience, and qualifications held.