Director of Customer Success

TITLE: Director of Customer Success
REPORTS TO: General Manager
JOB POSITION: Full Time, Exempt
LOCATION: Des Plaines, IL 60016 (Chicago Area) (On-Site)

We Preserve the Planet to Protect the Future.

Why Sterling Labs?

Sterling Labs is committed to providing our clients with high-quality, reliable, and efficient testing services. Our analytical data has a tremendous impact on protecting human health and the environment. From our Chicagoland labs, we offer extensive nationwide support to both federal agencies and local, private businesses across the U.S.

We are seeking highly motivated people who want to invest in their skills and career, be rewarded for initiative, and thrive in a collaborative environment. At Sterling Labs, we value teamwork, continuous improvement, growth, and empowered ethical decision-making. Our Core Values:

· We strive for Integrity in Everything We Do. We're honest and transparent in our actions and decisions.

· We are Customer-Focused. We prioritize our customers' needs and value their feedback.

· We are Never Satisfied and are dedicated to continuous improvement. We always seek ways to improve and adapt to changing needs.

Position Overview

As the Director of Customer Success at Sterling Labs, you will be at the forefront of driving client satisfaction, retention, and revenue growth. You will lead and mentor our dedicated team of Project Managers, ensuring that our customers receive responsive, high-quality support and accurate, on-time results. We seek a strategic thinker with strong leadership skills, exceptional communication abilities, and a deep understanding of customer experience and relationship management.

Key Responsibilities

Customer Success Strategy

• Develop and execute a comprehensive customer success strategy that aligns with the company’s overall business goals.

Team Leadership & Development

• Lead, mentor, and manage the front-line Customer Success team of Project Managers, fostering a culture of excellence, collaboration, and client-centricity.
• Serve as the first-level coach and director for the Project Managers to ensure that clients receive reliable, on-time, and accurate service.
• Oversee the hiring, training, and development of team members, ensuring they provide the highest quality of service as the faces and voices of Sterling Labs.

Customer Relationship Management

• Interact with clients and build strong relationships to ensure their needs are met.
• Cultivate and maintain long-term relationships with key accounts, acting as an executive sponsor for the most strategic customers.
• Address and resolve escalated client issues with speed and urgency, orchestrating resources across the company as necessary.

Customer Retention & Growth

• Proactively monitor customer health metrics to drive engagement, anticipate problems, ensure renewals, and uncover upsell/cross-sell opportunities.
• Analyze customer data, feedback, and trends to identify areas for improvement and implement proactive retention initiatives.

Process Optimization

• Create and manage client service protocols, ensuring each Project Manager is accountable and making adjustments as needed.
• Refine and optimize customer onboarding, training, and engagement processes to ensure a seamless and positive customer experience.
• Work closely with Sales, Lab Operations, and other departments to create a continuous feedback loop for internal alignment around customer needs.

Metrics & KPIs

• Define and track critical customer success metrics, including client response times, communication channel engagement, customer satisfaction, retention rates, and revenue performance.
• Regularly report performance to the executive team and identify areas for improvement.

Key Qualifications

• Education: Bachelor's degree required.
• Experience: 5+ years in customer success, account management, or a related field, including 3+ years in leadership.
• Team Leadership: Proven experience in managing 3+ direct reports, with a focus on growth and team development.
• Communication: Excellent skills in communication and presentation, capable of engaging and influencing stakeholders, with a deep commitment to delivering exceptional customer service.
• Analytical Skills: Strong ability to use customer data and metrics for decision-making.
• Technology Proficiency: Familiarity with customer service and communication software (e.g., Salesforce, HubSpot). Experience with a Laboratory Information Management System (LIMS) is a plus.
• Composure: Handles challenging situations with poise and encourages a calm and focused team environment.
• Structured Thinker: Analytical and detailed-oriented with excellent judgment and communication skills.

About Sterling Labs

Located in the Greater Chicago Area, Sterling Labs is a growing organization at the forefront of environmental and specialty testing services across the United States. For clients and employees alike, Sterling Labs is a trusted partner in expanding horizons, driving innovation, and fostering long-lasting relationships. By investing in cutting-edge technologies, equipment, and workforce development, Sterling Labs continually enhances testing capabilities to maintain its position as industry leaders. By prioritizing sustainability and environmental responsibility, Sterling Labs takes great pride in contributing to a greener future. Come join our team!

Sterling Labs is committed to providing a workplace free from discrimination or harassment. We expect every member of the Sterling Labs community to do their part to cultivate and maintain an environment where everyone has the opportunity to feel included, and is afforded the respect and dignity they deserve.

Decisions related to hiring, compensating, training, evaluating performance, or terminating are made fairly, and we provide equal employment opportunities to all qualified candidates and employees. We examine our unconscious biases and take responsibility for always striving to create an inclusive environment that makes every employee and candidate feel welcome.