• Director of Customer Success

    Insight Global (O'Fallon, MO)


    Job Description

    Insight Global is seeking a Director of Customer Success that will lead and elevate our customer service operations. This role will oversee a team of 40 employees based in O Fallon, MO (approximately 30–40 minutes outside St. Louis), including 9 direct reports. The ideal candidate will bring strategic leadership, operational excellence, and a passion for customer-centric service. This is an in-office role Monday through Friday. This individual will be tasked with leading a division of call center and customer success individuals along with identifying problems and implementing solutions.

    Additional Responsibilities Include:

    Leadership & Strategy

     

    - Set the vision and roadmap for Customer Success aligned with the organization’s growth goals.

     

    - Lead, coach, and develop a high-performing team focused on inbound support and outbound service coordination.

     

    - Foster a culture of accountability, collaboration, and continuous improvement.

     

    Operations & Process Improvement

     

    - Implement scalable processes and tools to support rapid expansion.

     

    - Own the customer experience across all channels (phone, email, chat, self-service).

     

    - Establish and monitor KPIs, ensuring teams have the resources and training to meet goals.

     

    - Collaborate cross-functionally with Sales, Field Ops, Engineering, and Product to optimize the customer journey.

     

    Customer Advocacy

     

    - Serve as the internal champion for customer needs and feedback.

     

    - Analyze customer data to identify trends and drive systemic improvements.

     

    - Provide executive-level reporting on customer insights and performance.

     

    We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

     

    Skills and Requirements

     

    - Minimum of 3 years of experience as a director or manager of customer success / customer, preferably in telecom or call center environments.

     

    - Experience managing large teams with direct and in direct reports

     

    - Excellent communication and collaboration skills across departments.

     

    - Familiarity with CRM, OSS/BSS, and call center platforms

     

    - Bachelor's degree telecom experience

    startup experience