Director, Customer Success – West Full Time NEW

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.  

About The Role

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 teams to deliver seamless support and operational excellence.

Key Responsibilities

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.

Drive 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.

Ensure 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.

About You

• Market experience / knowledge
• Customer or Repair background
• Collaborative and communicative
• Problem solver
• 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 transforming Customer experience across Dyson
• Knowledge of Distributors for fast growing markets is advantageous

Benefits

At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter.

Financial Benefits

• 401K with up to a 4% match
• Company paid Life Insurance and AD&D
• Flexible Savings Account (FSA) and Health Savings Account (HSA)

Lifestyle Benefits

• Competitive Paid Time Off Benefits including Separate Holiday, Sick, and Vacation Time
• Pre-tax Commuter Benefits (applicable areas only)
• Generous Child Care Leave Program
• Wellness Program
• Employee Assistance Program
• Dyson Product Discounts

Health Benefits

• Multi-Level Healthcare Coverage Options
• Vision & Dental Coverage
• Company paid Short-Term and Long-Term Disability

Salary: $192,000 – 211,500 + annual 30% bonus target

Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.