Director of Customer Success (28114) - Dahl Consulting : Job Details

Looking for an opportunity that offers career growth in a fast-growing company? Dahl Consulting is currently partnering with a leading workers compensation insurance company. We work one-on-one with great candidates to help connect them with employment opportunities. We are hiring a Director of Customer Success for a permanent role. Interested? Get more details below!

• Worksite Location: Waite Park, MN
• Compensation: $90,000-$110,000 annually

What you'll do as the Director of Customer Success:

• Build and optimize CS processes and tooling—spanning onboarding, support, renewals, and customer health—to improve client satisfaction, reduce time to value, and expand team capacity
• Join key customer calls, support escalations, and model hands-on leadership
• Use data to identify retention opportunities and design proactive customer engagement strategies that drive renewal and long-term success
• Improve CSAT and NPS by elevating service delivery, enhancing team responsiveness, and strengthening customer communication
• Independently build dashboards and KPIs that surface leading indicators of success, and use data to drive team performance, decision-making, and prioritization
• Manage and coach a team of frontline managers and ICs, raising leadership standards and fostering a culture of ownership, accountability, and continuous improvement
• Partner closely with the SVP of Service and CEO to shape company-wide customer experience strategy and operational scale
• Lead change across people, process, and technology to modernize and professionalize the Customer Success function. For example, implementing new AI features in our Ticketing System

What you'll bring to the Director of Customer Success role:

• Sees the big picture and understands how people, processes, and data interact to influence customer outcomes
• Ability to use logic and frameworks to break down complex operational and strategic issues
• Ability to quickly absorb new information, technologies, and industry nuances to drive results
• Functional expertise (insurance, sales, customer service...), strong execution skills, and leadership experience
• Experience building or being significantly evolved at a CS org, ideally across both SMB and mid-market segments
• Skilled in developing frontline leaders and holding them accountable to performance standards
• Experience implementing CS tooling (e.g. HubSpot, Freshdesk, Zendesk), built KPIs, and run structured processes like QBRs, playbooks, and onboarding workflows
• Comfortable joining client calls, de-escalating issues, and representing the company at key moments
• Experienced in navigating evolving orgs and growing teams

As an equal opportunity employer, Dahl Consulting welcomes candidates of all backgrounds and experiences to apply. If this position sounds like the right opportunity for you, we encourage you to take the next step and connect with us. We look forward to meeting you!

Full-time benefits include UHC healthcare (Bronze, Silver plans), 401k matching, dental/vision coverage, 7 federal holidays, company events, and free snacks.