About GTT:

GTT provides secure global connectivity, improving network performance and agility for your people, places, applications, and clouds. We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies.

We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services, internet, security, and voice services. Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence. For more information on GTT, please visit www.gtt.net.

Role Summary:

The Director, Customer Success Center is a strategic leader responsible for shaping and executing operational strategies that drive customer satisfaction, retention, and growth. This role leads a team of Customer Success professionals, ensuring consistent delivery of lifecycle engagement, proactive risk management, and operational excellence.

The Director will champion process innovation, leverage data-driven insights, and foster cross-functional alignment to deliver seamless customer experiences and measurable business outcomes.

Job Scope/Supervision:

This role will be reporting to the Senior Director, Customer Success and will manage Customer Success Representatives (CSRs).

Duties and Responsibilities:

Leadership & Team Development

• Build, lead, and inspire a high-performing Customer Success team.
• Foster a culture of accountability, continuous improvement, and customer-centricity.
• Drive talent development through coaching, goal setting, and career progression planning.
• Serve as the primary escalation point for complex customer and internal issues.

Operational Strategy & Excellence

• Design and implement scalable processes that enhance customer engagement and retention.
• Optimize workflows, coverage models, and resource allocation to achieve service-level objectives.
• Lead automation and efficiency initiatives to improve productivity and reduce operational friction.
• Oversee onboarding and enablement programs for new team members.

Customer Success Strategy

• Drive execution of lifecycle programs including onboarding, adoption, renewals, and expansion.
• Guide strategic account reviews (QBRs), health checks, and risk mitigation plans.
• Ensure proactive engagement and relationship management in partnership with Sales and Partners.
• Monitor and report on customer health, churn risk, and success KPIs to senior leadership.

Cross-Functional Collaboration

• Partner with Sales, Product, Marketing, and Service Delivery to align on customer needs and priorities.
• Represent the voice of the customer internally, influencing product and process improvements.
• Communicate performance insights and strategic initiatives to executive stakeholders.

Required Experience/Qualifications:

• Bachelor’s degree and 7+ years of professional experience, including 3+ years in a leadership role; or equivalent experience.
• Proven success leading customer-facing teams and managing enterprise-level accounts.
• Strong business acumen with decision-making grounded in financial and operational principles.
• Exceptional communication, presentation, and stakeholder management skills.
• Experience driving cross-functional initiatives and customer advocacy programs.

Preferred Experience/Qualifications:

• Highly organized, resourceful, and process-oriented.
• Comfortable navigating ambiguity in a fast-paced, evolving environment.
• Familiarity with CRM platforms, customer success tools, and SaaS technologies.
• Strong analytical skills with ability to translate data into actionable insights.
• Deep understanding of customer success methodologies and engagement strategies.

Hours/Travel/Shift:

• Standard business hours (Monday–Friday); minimal travel required.
• Extended periods of computer-based work.

Core Competencies

• Planning: Tactical, Strategic: Knowledge of effective planning techniques and ability to contribute to operational (short term), tactical (1-2 years) and strategic (3-5 years) planning in support of the overall business plan.
• Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
• Communication: Understanding of the importance of insightful listening and communicating and ability to provide information and messages in a way that produces clarity and impact.
• Strategic Thinking: Knowledge of the importance of "big picture" thinking and planning; ability to apply organizational acumen and competitiveness to identify and maintain focus on key success factors for the organization.
• Customer Analytics: Knowledge of technologies, techniques and practices for the evaluation of customer data; ability to analyze customer activity and demographic data for the purpose of predicting future customer behaviors and trends.
• Customer Behavior and Preferences: Knowledge of customer behavior and preferences; ability to predict and motivate the behaviors and preferences of existing and desired future customers, and tailor products to meet their needs.
• Customer Experience Management: Knowledge of customer experience management; ability to implement strategies and techniques used to ensure that customers have a positive experience with the organization's products and services at every touch point.
• Customer Retention: Knowledge of customer retention; ability to implement effective strategies and activities that promote long-term customer loyalty.
• Customer Segmentation: Knowledge of customer segmentation; ability to differentiate customers into meaningful groups and to establish interactions and service levels appropriate to each group.

Universal Competencies

• Continuous Improvement: Knowledge of transformation initiatives to drive fundamental changes, enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results oriented.
• Customer First (Customer Facing): Knowledge of customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting customer value creation at every level.
• Operational Excellence: Understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends.

EEO Statement

GTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, GTT complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTT’s employees to perform their job duties may result in discipline up to and including discharge.

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