Overview In this role you will lead a Customer Success team responsible for strategic customers across software, break-fix services, managed services, and support. You will define and execute the customer success strategy, operating model, and governance to drive onboarding, adoption, value realization, retention, and expansion. You will collaborate with Sales, Delivery, Product, Engineering, and Finance to deliver a consistent, scalable customer experience. This position is based in Charlotte, NC on a hybrid schedule and aims to strengthen customer loyalty and revenue growth for Brady Corp. This is an opportunity to shape how we partner with customers at scale and influence cross-functional outcomes
Responsibilities- Define and execute the customer success strategy, operating model, and roadmap across software and services
- Lead and develop a high-performing team of Customer Success Managers with clear roles and accountability
- Maintain executive oversight of customer portfolios, governance cadence, health, and outcomes
- Set standards for software adoption, service excellence, and aligned delivery with contracts
- Design and govern the customer success operating system, including onboarding plans, dashboards, and QBRs
- Manage executive engagement and serve as the escalation point for critical issues
- Own portfolio reporting and translate usage and service performance into actionable insights
- Lead retention, renewal, and expansion efforts with cross-functional partners
- Foster cross-functional alignment and advocate for the voice of the customer in product and process decisions
- Drive continuous improvement, scalability, and repeatable processes across the team
Key requirements- collaboration
- leadership
- communication
- customer success management
- portfolio governance
- CRM and CS platform usage
