Customer Success Director

*** This opportunity is on-site, in Brickell, Miami, Florida. Please don't apply if you can not commute. No relocation available. ***

HelloGov AI is an innovative startup transforming how citizens interact with government services. By leveraging advanced technology, we provide a premium, AI-powered layer to simplify and enhance these interactions. Our mission is to streamline processes like passport applications, travel visas, vehicle registrations, and immigration—and to eventually expand to other critical citizen-government services.

Founded by experienced entrepreneurs with a proven track record of building and scaling successful companies, HelloGov AI offers significant opportunities for professional growth in a dynamic, tech-driven environment.

We are seeking a proactive and strategic Customer Success Director to oversee all aspects of customer experience. This role includes managing current customer success teams and collaborating with the AI analysis and fulfillment teams to ensure seamless, high-quality customer interactions. You will be responsible for driving customer satisfaction, optimizing processes, and ensuring HelloGov AI delivers exceptional service at every touchpoint.

Requirements

• Customer Experience Oversight:
• Own and manage all aspects of the customer experience, ensuring a smooth and cohesive journey across all touchpoints.
• Collaborate with AI analysis and fulfillment teams to address escalations and ensure timely resolutions.
• Team Management:
• Provide leadership and guidance to customer success teams, fostering a culture of collaboration, accountability, and excellence.
• Monitor team productivity and ensure staffing aligns with operational demands.
• Customer Satisfaction:
• Drive initiatives to improve retention, satisfaction, and overall customer experience.
• Act as a champion for customer feedback, using insights to enhance service and processes.
• Process Optimization:
• Analyze customer data to identify trends and recommend actionable improvements.
• Streamline workflows and vendor processes to improve efficiency and reduce customer friction points.
• Performance Metrics:
• Track and report on key performance indicators (KPIs) such as customer satisfaction scores, response times, and retention metrics.
• Develop and implement strategies to meet and exceed performance benchmarks.
• Strategic Thinking:
• Leverage technology and insights to innovate while maintaining operational excellence.
• Align customer success strategies with broader business objectives to support growth.

Qualifications:

• Proven experience in a customer success, customer experience, or leadership role (minimum 3 years).
• Demonstrated ability to lead and develop teams, manage escalations, and oversee customer experience operations.
• Strong analytical skills with experience interpreting customer data and driving actionable improvements.
• Familiarity with CRM systems and customer communication tools.
• Strategic thinker with a deep understanding of customer pain points and business drivers.
• Excellent problem-solving, organizational, and interpersonal skills.

Benefits

• Equinox membership.
• Paid Time Off (PTO) and federal holidays.
• Opportunities for professional growth in a fast-paced startup environment.