Senior Director, Global Customer Success

WHO WE ARE 

Founded in 1985, Seagull Scientific, LLC (“Seagull” or the “Company”) provides software solutions for designing, printing and automating the production of labels, barcodes, and RFID tags. The Company's software platform, BarTender, is utilized by businesses across all end markets, including aerospace, food and beverage, logistics, manufacturing, medical, pharmaceutical, and retail. 

You already know BarTender’s customers. They’re the ones pioneering commercial space flight, developing and delivering vaccines to every continent, manufacturing energy-efficient cars, providing clean water to the world, putting wholesome food on your table and groceries in your cart — and they use our software to create the labels, barcodes, and RFID that keep their supply chains moving, traceable and safe. 

Our global, talented, and diverse teams are passionate about what they do and its impact on everyone, everywhere. Join us and help shape the way the world works.  

We are headquartered in Bellevue, Washington USA, with offices in EMEA and APAC supporting our global customers. For more information about Seagull, please visit https://www.seagullscientific.com/. 

LOCATION 

Hybrid preferred in either Seattle, WA, or Atlanta, GA. Remote possible in other select states. 

JOB SUMMARY  

You will be responsible for designing, building, and scaling the global customer success function. You will work closely with leadership and cross-functional teams to drive customer success strategies, set KPIs, and implement a customer-centric approach that ensures long-term retention, expansion, and advocacy. As a key member of the Customer Success team, the role will help craft our customer-success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences.  

WHO YOU ARE 

You are passionate about using analytical skills to identify problems, find solutions, and improve relationships. You will play a key role in ensuring our customers achieve maximum value from our platform while driving retention, growth, and overall customer satisfaction. To succeed in this role, you have relevant supply chain or inventory management experience and a track record of working with enterprise level accounts.  

WHAT YOU WILL DO 

• Develop and Implement Customer Success Strategy 
  • Design and implement a scalable customer success strategy that aligns with the company’s growth goals and customer needs.  
• Build and Lead the Customer Success Team  
  • Recruit, mentor, and manage a high-performing customer success team focused on onboarding, customer engagement, retention, and growth.  
• Customer Journey Mapping 
  • Define and optimize the customer journey, from onboarding to ongoing support, to ensure seamless transitions and a consistent high-quality experience. 
• Drive Customer Engagement and Value  
  • Build strong relationships with key customers and deliver insights on how they can achieve their desired outcomes using our platform.  
• Establish Key KPIs  
  • Define and track key performance indicators (KPIs) to measure customer success, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Lifetime Value (CLTV), Churn Rate, and Expansion Revenue.  
• Retention and Expansion 
  • Proactively identify at-risk customers and collaborate with sales and product teams to drive retention strategies. Work to grow existing accounts through cross-selling and upselling opportunities. 
• Collaborate Cross-Functionally 
  • Partner with Product, Sales, and Marketing teams to ensure customer feedback informs product development and marketing efforts. Facilitate seamless communication and issue resolution across departments.  
• Customer Advocacy  
  • Foster customer advocates and generate case studies, testimonials, and references to support marketing and sales efforts.  
• Customer Success Technology and Automation  
  • Leverage technology, automation, and data analytics to drive customer success at scale. Select and implement appropriate Customer Success software and tools.
• People Management 
  • Drive the development and accomplishment of individual and team objectives and encourage ideas by inspiring team members to be more collaborative, accountable, customer focused and innovative.  
  • Lead by example and provide valuable, timely, and constructive feedback to direct reports while inspiring your team to produce their best work and maximize their talents. 

WHAT WE REQUIRE  

• Proven experience (7+ years) in a customer success leadership role in an enterprise software company, preferably in a SaaS or high-growth tech environment.  

• Demonstrated success in building and scaling customer success programs, with a track record of driving measurable results.  

• Strong understanding of supply chain processes preferred. 

• Experience managing KPIs such as NPS, CSAT, churn, and CLTV.  

• Ability to build and lead high-performing teams with a global footprint.  

• Excellent interpersonal and communication skills, with the ability to build strong relationships both internally and externally.  

• Data-driven and analytical mindset, comfortable using data to drive decisions and improvements.  

• Strong problem-solving skills and a customer-first mindset.  

• Experience working cross-functionally with sales, product, and engineering teams.  

EDUCATION 

• Bachelor’s degree in business, Supply Chain, or a related field (MBA is a plus).  

COMPENSATION & BENEFITS  

• Compensation for this full-time job is an annual base salary between $155,000 - $214,000 with the potential for a variable bonus. The specific salary offered to a candidate may be influenced by various factors -- including, but not limited to, the candidate’s relevant experience, education, or location. 

• Excellent medical, dental, and vision plan  

• 401K with 100% employer matching up to 3% with immediate vesting 

• Accrual of 21 days of PTO (combined vacation and sick days) per year for the first four years of employment, with additional accrual increases for years of service 

• Ten paid company holidays per calendar year 

• Company-paid life insurance, short-term and long-term disability benefits 

• Tuition-reimbursement benefits 

• Free parking (Bellevue office)  

• Fun staff and team-building activities (greater Seattle area) 

• On-site fitness center and deli (Bellevue office) 

• Access to green space and Open Space Trail System (Bellevue office) 

TERMS OF EMPLOYMENT 

Upon hire, you must be able to provide documentation that proves authorization to work in the US without visa sponsorship. 

OUR CULTURE 

We offer a dynamic, culturally diverse and fun environment, in which people with energy, creativity and passion work together to deliver amazing product experiences for our customers. Join a team where your background is valued and respected, and your unique insights and ideas contribute to building a culture of diversity, equity and inclusion.   

EQUAL EMPLOYMENT OPPORTUNITY 

Seagull is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of recruiting and employment.