Director of Customer Success @ Bluehost
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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
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.