Director, Customer Success - West

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people.

Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country.

We're committed to our campus culture and want to have people collaborating, developing, and learning from each other. By having everyone on campus together, we have been able to nurture a fantastic social and dynamic environment.

We are seeking a strategic and relationship-driven

Director of Customer Success - West to serve as the partner between the Customer function and the Managing Director (MD) of the US Markets. This role is pivotal in ensuring that the customer function and the market achieve their business objectives, while also collaborating closely with our customer teamsto deliver seamless support and operational excellence.

• Executive Relationship Management:
  Serve as the trusted advisor to the MD, understanding their strategic goals and aligning our services to support those outcomes. Facilitate regular executive-level reviews, performance updates, and strategic planning sessions to deliver to Market the Customer ambitions. Proactively identify opportunities to add value and drive business impact for the market and the customer function.
• Customer Success Strategy:
  Develop and execute tailored customer focused success plans for the MD, ensuring alignment with country-level KPIs and business priorities. Monitor and report on success metrics, adoption rates, and satisfaction levels. Anticipate risks and implement mitigation strategies to ensure continued success.
• Internal Partnership & Coordination:
  Act as the bridge between the MD and the Customer team, ensuring clear communication and alignment. Collaborate with the customer service team to resolve escalations, improve service delivery, and implement feedback loops. Advocate for the MD’s needs internally, influencing product, operations, and support teams. Deploy special projects and initiatives that will align to customer function strategy and promises.
• Operational Excellence:
  Ensure timely and high-quality execution of services and support. Drive continuous improvement initiatives based on feedback and service performance data. Maintain detailed documentation of interactions, plans, and outcomes.
• Strategic Alignment with the MD:
  Understand the country-level goals and ensure all services and support align with those objectives. Ensure the market sees measurable value from the partnership. Build a strong, trusted relationship with the MD based on transparency, reliability, and results. Position the Customer Success Manager as a strategic advisor, not just a service liaison.
• Service Excellence through Internal
  
  Collaboration:
  
  Act as the voice of the MD and market within the customer function organization, ensuring alignment with expectations. Facilitate smooth coordination between the market and the team to resolve issues quickly and effectively. Monitor service KPIs and drive continuous improvement initiatives.
• Proactively Manage Risk and Opportunities:
  Identify potential risks to satisfaction, adoption, or performance early and implement mitigation strategies. Surface opportunities for innovation, efficiency, or added value based on feedback and market trends.
• Champion Customer Advocacy and Feedback:
  Gather and synthesize feedback from the market to inform product, process, or service improvements. Advocate internally for changes that will enhance the MD’s experience and outcomes.

This role is instrumental to delivering success for Dyson. The Customer function is at a pivotal point in its transformation to deliver to our Customers.

• Customer or Repair background
• Collaborative and communicative
• Can translate strategy into action, driving projects and plans to ensure completion and succession
• Stakeholder management, able to operate across leadership teams and functions
• Passionate about…