Director of Customer Excellence

Job Description

Posted on: 
2023-04-18 09:22

We are looking for a Director of Customer Excellence to lead Customer Success and Support. You will be in charge of overseeing the development and implementation of company-wide initiatives that improve customer relations and brand loyalty. You will manage the Customer Success and Support team. The ultimate goal is to improve Customer Experience.

What will be your day to day:


  • Driving of customer outcomes, product adoption and customer experience
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
  • Reduce churn and drive new business growth through greater advocacy and reference ability
  • Work closely with Bizops to understand the health and status of our customers and instrument, through collaborative work, our customer experience
  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate


  • Create a culture and processes which achieve the business goals and objectives with regards to their customer service;
  • Improve NPS (Net Promoter Score) – VES (Value Enhancement Score)
  • Reduction of the cost to serve
  • Empower and Engage the Customer Service Team
  • Enhance the First Call Resolution
  • Identify new tools and technologies to better serve the customer
  • Drive better sales through service
  • Use Customer Insight and Root Cause Analytics to identify company wide improvements and present these to the Board/Senior Stakeholder Peers.
  • Act as the Voice of the Customer across the organization.

Build and lead world-class team:

  • Recruit and develop a high performing team
  • Develop company-wide customer excellence initiatives integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
  • Foster collaboration and work closely with Bizops, Sales, Marketing and Product and across customers
  • Drive operational practices to track performance of teams and individuals


  • Minimum of 10 years of experience in Customer Success and Customer Support roles and 3 years managing customer facing teams
  • Proven experience leading managers and teams, driving software adoption, leveraging customer excellence best practices in a SaaS or subscription enterprise software companies
  • Proven ability to develop strategies, translate them into initiatives and track successful delivery
  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
  • Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
  • Experience successfully working with senior (C-level) executives
  • Demonstrated ability to lead and successfully manage global, distributed teams across cultures, lines of business, and geographies
  • Willing and able to address escalated client issues with speed and urgency
  • You share our values, and work in accordance with those values.


What else makes working at Codacy great?

  • Competitive Salary. Check our salary calculator at
  • Comprehensive health insurance
  • Generous learning and development budget;
  • Flexible holidays;
  • Flexible working hours;
  • A remote first work policy 
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