Director of Customer Success
@ Bluehost

Hybrid
$145,000
Hybrid
Full Time
Posted 22 days ago

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XXXXXXXXX XXXXXXXXXXXXX XXXXXXXX****** @bluehost.com
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Job Details

Who We Are

Bluehost is a leading web hosting company dedicated to helping web professionals, small businesses, and entrepreneurs build a website and grow their business. We provide reliable technology, exceptional service, and marketing solutions to empower digital growth.

Job Overview

The Director of Customer Success plays a critical leadership role in defining and executing strategies across the customer lifecycle—from trial through conversion, activation, retention, and advocacy. You will lead a high-performing, cross-functional team and collaborate with Product, Customer Support, and Marketing to drive innovative customer engagement strategies at scale.

What You’ll Do & How You’ll Make Your Mark

  • Strategy & Execution: Design and lead comprehensive customer success programs to increase product adoption, customer retention and lifetime value.
  • Translate behavioral data and feedback into targeted initiatives.
  • Partner with Product, Sales and Marketing to align on customer engagement plays.
  • Represent the voice of the customer in strategic planning.
  • Explore and implement AI-powered solutions for scalable customer success outcomes.

Performance & Measurement

  • Establish and track KPIs such as activation milestones, renewal rates, and customer success metrics.
  • Build scalable processes, playbooks, and systems to enhance customer experience and internal efficiency.
  • Deliver monthly business reviews and reporting to executive leadership.

Who You Are & What You’ll Need

  • 10+ years of experience in Customer Success or related roles with 5+ years in leadership.
  • Proven success in B2C and B2SB environments, focusing on product adoption and customer lifetime value.
  • Data-driven and adept at building feedback loops between customer-facing teams and Product/Engineering.
  • Prior exposure to AI or automation in customer support is a plus.
  • Clear communicator and inspirational leader with a collaborative approach.

Why You’ll Love Us

Enjoy flexible work options including work-from-home, hybrid, or office-based. Benefit from an inclusive culture with programs such as health insurance, 401K matching, extensive perks, and career growth opportunities under Newfold Digital's leadership.

Key Skills/Competency

  • Customer Success Strategy
  • Leadership
  • Customer Retention
  • Data Analysis
  • AI/Automation
  • Team Collaboration
  • Customer Lifecycle
  • Onboarding
  • Operational Excellence
  • Communication
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How to Get Hired at Bluehost

🎯 Tips for Getting Hired

  • Research Bluehost's culture: Study their mission and customer focus online.
  • Customize your resume: Highlight leadership in customer success roles.
  • Showcase data-driven skills: Emphasize analytics and KPI management.
  • Prepare for cross-functional questions: Demonstrate collaboration with technical teams.

📝 Interview Preparation Advice

Technical Preparation

Review AI tools for customer engagement.
Analyze integration of CRM systems.
Study data analytics for KPIs.
Familiarize with subscription-based SaaS metrics.

Behavioral Questions

Describe a challenging team leadership moment.
Explain a time you improved customer retention.
Discuss handling feedback conflicts across departments.
Showcase a move from strategy to execution.

Frequently Asked Questions