Careers - Director of Customer Success

Job Title: Director of Customer Success
Company: Teddy Baldassarre Entertainment LLC
Salary Range: $110K - $130K
Location: North Olmsted, Ohio or Remote

About Teddy Baldassarre
Teddy Baldassarre is one of the world's leading online destinations for watch enthusiasts. We have built a global community founded on a shared passion for horology, expert knowledge, and an unwavering commitment to client satisfaction. We are more than just a retailer; we are educators and trusted advisors in the world of luxury timepieces.

Position Overview
We are seeking a Director of Customer Success to own the client experience from post-purchase through long-term loyalty. This is a role for a proactive, aggressive advocate, someone who anticipates problems before they surface, moves fast, and sets the standard for what exceptional service looks like in a luxury, omnichannel environment.

You will lead a team of 3–5 client service associates across multiple time zones, serving clients who expect a premium, relationship-driven experience at every touchpoint. You will model the behavior you want to see: picking up the phone, going the extra mile, and turning first-time buyers into lifelong advocates. This role reports to the Vice President of Operations.

Key Responsibilities

Performance and KPI Ownership

• Own all CS metrics: time to address and resolve tickets, ticket volume, recaptured sales, CSAT, and review response
• Establish clear SLAs and hold the team accountable to hitting and exceeding them
• Build real-time dashboards that give leadership full visibility into CS performance
• Identify root causes in ticket data to reduce volume over time
• Own the recaptured sales program, converting at-risk orders and dissatisfied clients into retained customers
• Monitor and respond to customer reviews across all platforms as part of the brand’s public-facing service standard

Client Experience and Proactive Service

• Serve as the final escalation point for high-value and VIP client situations; personally own resolution on complex cases that require senior judgment, discretionary recovery, or executive-level client communication
• Define, train, and uphold a white-glove service standard across the CS team, ensuring every client interaction reflects the brand’s premium positioning, attention to detail, and commitment to long-term client relationships
• Own the end-to-end client experience from post-purchase through resolution and follow-up
• Proactively identify at-risk clients and intervene early using CRM data and client signals
• Develop clienteling strategies including personalized outreach, gift card programs, and surprise-and-delight moments that reflect our brand's premium nature
• Build and refine CS playbooks, escalation protocols, and SLAs; own the tech stack (Salesforce, HubSpot, Gorgias, or equivalent)
• Partner with Operations to ensure fulfillment, repair, and returns support a frictionless experience

Cross-Functional Partnership

• Serve as the internal voice of the customer, surface patterns, advocate for process improvements, and influence product and policy decisions
• Partner with Sales and Marketing to define the criteria and triggers for human CS intervention within automated CRM contact sequences
• Partner with Sales on outreach strategies that drive repeat engagement and loyalty
• Collaborate with Marketing on loyalty initiatives, gift card programs, and client communications
• Work with the ecommerce team to identify and resolve friction points in the digital client journey
• Own a formal Voice of Customer (VoC) program: aggregate client feedback, ticket patterns, and review themes into a structured monthly report delivered across the organization

Self-Service and Deflection

• Build and maintain a best-in-class knowledge base, FAQ library, and automated response content that empowers clients to resolve common issues independently
• Identify the highest-volume, most repeatable ticket types and develop proactive content or process changes to eliminate them at the source

Qualifications & Skills

• 7+ years of customer success or client service experience, with at least 2–3 years in a leadership role managing a team in a premium or luxury environment
• Background in fashion, luxury goods, SaaS, or a high-touch consumer brand
• A demonstrated track record of going above and beyond for clients
• Proven ability to build and lead teams across multiple time zones with a proactive, high-accountability culture
• Strong CRM fluency experience with Salesforce, HubSpot, Gorgias, or equivalent platforms
• An aggressive, ownership-oriented mindset
• Deep familiarity with CS KPIs including ticket SLAs, CSAT, recaptured sales, and review response metrics
• Experience managing service programs including gift card, loyalty, or VIP client initiatives
• Exceptional written and verbal communication skills with the ability to de-escalate, build rapport, and earn trust quickly
• Meticulous attention to detail and strong organizational discipline across a high-volume, fast-moving environment
• High degree of self-motivation and a professional demeanor befitting a luxury brand

Teddy Baldassarre is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.