Senior Director of Customer Success

**About the Role** Community.co is seeking a strategic leader to take our customer service operation to the next level. Community.co has pioneered the business of community for over a decade. We build, acquire and manage professional communities of all shapes and sizes. To date, we’ve represented 50\+ communities and 25K\+ members, powered by our team of 200 people worldwide. We help business leaders publish thought leadership articles on premier outlets such as Forbes.com, host virtual events, and connect busy professionals to resources and peers. Our professional, C\-suite members depend on responsive, knowledgeable support throughout their membership lifecycle, from onboarding through renewal. You'll be responsible for creating systems and processes that improve member satisfaction, increase retention, and empower your team to do their best work. **What You'll Do** **Optimize tools and technology** \- Maximize our use of existing software, particularly through the use of AI tools built in to Intercom (our ticketing system) to address informational customer queries efficiently and reduce costs. Evaluate our current reporting and automated workflows in Hubspot and Intercom and make recommendations for improvements to the Senior Leadership team, including the VP of benefits and our co\-founder/President. **Mentor and develop the team** \- Manage 6 direct reports, including one manager, plus general oversight of our outsourced customer service partner. Create clear performance metrics and identify opportunities for learning and development. **Elevate member service operations** \- Audit current processes and identify opportunities for improvement. Implement workflows that reduce response times and create consistency across phone, email and live chat. Build the systems and documentation that allow the team to scale. **Assist with member retention** \- Develop proactive outreach strategies for at\-risk members. Use data to identify patterns in member satisfaction and churn. Partner with other departments to address systemic issues that impact retention. **Refine the new\-member experience** \- Partner with BI and Engineering to design and implement processes that help new members quickly understand and derive value from their membership. Measure effectiveness and continuously optimize. **Manage vendor relationships** \- Oversee our outsourced customer service partnership to ensure quality standards are met. Serve as the primary point of contact and ensure seamless coordination between internal team and external support. **Use data to inform strategy** \- Track key metrics (response time, CSAT, NPS, retention rates, orientation attendance, exit survey results) and translate insights into actionable improvements. Report regularly to leadership on high\-level member service trends and opportunities. **Own our customer support tone \& voice across the company** \- Work with leadership to define and ensure frontline team members i