Your Role at a Glance

The Director of Customer Success Services is responsible for leading and managing teams comprising of Sales Engineers, Applications Engineers, and Customer Success Managers to deliver exceptional customer experiences. This role oversees the full customer journey, ensuring alignment between pre-sales technical consultation, product implementation, customer support, and long-term success strategies. The Director will drive innovation in service delivery, foster scalability, and ensure adaptability to evolving customer needs. This is a key leadership position focused on maximizing product adoption, retention, customer satisfaction, and lifetime value.

How You’ll Drive SuccessLeadership

• Lead a Cross-Functional Team: Directly manage and provide strategic direction for Sales Engineers, Applications Engineers, and Customer Success Managers to align with business objectives.

• Set Performance Expectations: Define goals and KPIs for team members, regularly monitor progress, and provide constructive feedback to ensure alignment with organizational priorities.

• Foster Collaboration: Promote teamwork across functions to deliver a seamless customer experience from sales engagement through long-term product success.

• Develop Talent: Mentor and coach team members to support their professional growth, cultivate emotional intelligence, and ensure a high-performance culture.

• Change Management: Guide teams through organizational changes and cultural shifts, building resilience and adaptability.

Strategy and Planning

• Define Service Strategy: Develop and implement a strategic plan for Customer Success Services that integrates sales engineering, technical support, and customer success management to achieve business objectives.

• Align with Sales and Product Teams: Collaborate with Sales and Product leadership to ensure services align with customer expectations and product capabilities.

• Resource Planning: Anticipate resource needs for pre-sales and post-sales services, allocating team members efficiently to support immediate and long-term demands.

• Customer Journey Ownership: Define the customer lifecycle strategy, focusing on seamless transitions between pre-sales, onboarding, support, and ongoing success.

• Drive Innovation: Continuously evaluate and implement innovative service delivery models to enhance customer engagement and success.

Services Delivery Oversight

• Sales Engineering Excellence: Oversee the Sales Engineers in delivering technical demonstrations, product configurations, and solution proposals to support the sales team.

• Streamline Application Support: Guide Application Engineers in solving customer-specific technical challenges and implementing solutions effectively.

• Customer Success Optimization: Ensure Customer Success Managers deliver value by driving adoption, resolving challenges, and fostering long-term partnerships.

• Monitor and Measure Success: Track metrics such as time-to-value, customer satisfaction, and support resolution rates to assess the effectiveness of services.

• Scalability: Implement scalable frameworks for onboarding and support processes to cater to a global and growing customer base.

Collaboration

• Cross-Department Coordination: Work closely with Sales, Sales Operations, Marketing, Product, and Operations teams to ensure consistent messaging and support throughout the customer lifecycle.

• Customer Advocacy: Internally represent the customer's voice by developing structured feedback loops to inform product development to enhance product offerings and service delivery.

• Stakeholder Engagement: Act as the primary point of contact for executive leadership regarding Customer Success Services initiatives and performance.

Knowledge Management

• Centralize Best Practices: Develop a shared knowledge base for Sales Engineers, Application Engineers, and Customer Success Managers. Evangelize best practices and proactively engage with operations to ensure consistency in service delivery.

• Leverage Industry Trends: Stay informed about emerging technologies, industry best practices, and competitive benchmarks to continuously refine service strategies.

Other Duties

• Perform additional responsibilities delegated by the VP, Customer Success & Program Delivery, or the Executive Leadership Team.

The Talents we’re SeekingEducation

• Bachelor’s degree in Engineering, Business, or a related field. Equivalent experience may be considered.

Required Skills

• 10+ years of customer success, sales engineering, technical service, or other relevant customer-facing roles in a technical environment, with increasing responsibility and proven results.

• 5+ years managing diverse teams, including Sales Engineers, Applications Engineers, Post-Processing Engineers, and Customer Success Managers.

• Demonstrated success in leading digital transformation initiatives to enhance customer success services.

• Proficiency with CRM, ERP platforms (e.g., Salesforce, NetSuite, SAP) and customer success tools (e.g., Gainsight).

• Strong technical knowledge of high-tech solutions, including advanced software systems, cloud-based platforms (SaaS), manufacturing technologies, or industrial applications.

• Data-driven decision-making skills with experience in analytics and KPI management.

Preferred Skills

• Leadership Excellence: Proven ability to lead multidisciplinary teams and align them with organizational goals.

• Exceptional Communication: Ability to convey technical and strategic information clearly to diverse audiences.

• Customer-Centric Focus: Commitment to delivering value and building long-term customer relationships.

• Strategic Vision: Adept at planning and executing scalable service strategies to meet growing business demands.

• Collaboration: A team player who fosters relationships across departments to achieve organizational goals.

• Change Management: Experience managing change within evolving organizational cultures.

• Adaptability: Proven resilience in dynamic, fast-paced environments.

• Willingness to travel up to 25%.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT): High satisfaction scores across technical support, onboarding, and ongoing success services.

• Net Promoter Score (NPS): Strong customer advocacy and loyalty.

• Service Utilization Rates: Effective use of pre-sales and post-sales resources.

• Time-to-Value: Shortened onboarding times and increased product adoption rates.

• Customer Lifetime Value (CLV): Growth in the financial contribution of customers over their lifecycle.

• Team Performance: Achievement of team goals and professional growth for direct reports.

Who We Are

At Mastercam, we are Shaping the Future of Manufacturing®. As the leading provider of advanced digital manufacturing solutions, we empower manufacturers to maximize productivity, streamline operations, and drive transformation. Supported by a global network of resellers and a vibrant developer community, Mastercam sets the benchmark for excellence in manufacturing technologies.

As part of Sandvik Manufacturing Solutions (SMF) and the broader Sandvik Group, Mastercam is at the forefront of digital transformation. Our team of over 350 professionals and 400 resellers is committed to delivering exceptional service and expertise to our diverse international clientele. We focus on pioneering innovative technology and delivering unmatched solutions to help our customers achieve exceptional precision and productivity.

With 40 years of industry leadership, Mastercam is dedicated to advancing CAD/CAM technology and driving transformation in the manufacturing sector. We continuously adapt to meet our customers' evolving needs with high-quality products and services that address the rigorous demands of the industry.

Our core values drive everything we do:

• Customer-focused: We are agile and make decisions close to our customers to ensure their needs are met promptly and effectively.

• Innovation: As technology leaders, we thrive on innovation to stay at the cutting edge of digital manufacturing solutions.

• Fair Play: We are committed to ethical practices, compliance, and promoting health, safety, and sustainability.

• Passion to Win: We establish market leadership through empowered teams, strong performance management, and a commitment to continuous improvement.

At Mastercam, we prioritize innovation, collaboration, and professional growth. Join our forward-thinking team and help us shape the future together. Discover more about our mission and values at www.mastercam.com, connect with us on LinkedIn (https://www.linkedin.com/company/mastercam) , and join the conversation using #mastercam. Ready to make an impact? Apply now and be part of driving transformation in manufacturing.

Mastercam is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, alienage or citizenship status, sex, sexual orientation, gender identity or expression, transgendered status, partnership status, caregiver status, age, ancestry, physical, intellectual, learning or mental disability, pregnancy, childbirth or related condition, genetic information, medical condition including medical characteristics, marital or civil union status, familial status, veteran or military status , use of tobacco or other lawful products off premises and during non-working hours, or any other classification protected by applicable local, state or federal laws.

EOE/M/F/Vet/Disabled are encouraged to apply.

We are an E-Verify Employer.