Director, Customer Success

Role Overview

Mytra’s Commercial team is looking for a passionate and strategic customer leader to build and lead our Customer Success function—ensuring we deliver exceptional customer experiences from first interaction to long-term adoption and expansion.

As the Director of Customer Success & Account Management, you’ll lead the strategy and execution of customer engagement across their entire lifecycle—from initial pre-sale interaction, through onboarding, deployment, and ongoing support. You’ll be the connective tissue between Sales, Solutions, Product, and Deployment, owning customer KPIs, surfacing insights, and driving commercial impact through satisfaction, expansion, and retention.

Example Projects

• Stand up Mytra’s first customer success framework—including onboarding, health scoring, QBRs, and satisfaction metrics.
• Define and operationalize customer KPIs (uptime, adoption, satisfaction, NPS) and use them to drive cross-functional decisions.
• Lead expansion efforts within a Fortune 500 customer, collaborating with sales and product to turn a pilot site into a multi-site rollout.
• Build internal escalation playbooks and response processes to de-risk churn and increase customer trust.
• Partner with the Product and Engineering teams to develop a roadmap prioritization process driven by real-world customer feedback.
• Hire and lead Mytra’s first Account Managers as the team scales.

The Ideal Candidate

• You’re very comfortable managing strategic customer relationships and have experience leading customer success or account management at an enterprise automation or hardware company.
• You’ve worked directly with executive stakeholders on both the customer and internal side, and you know how to balance technical depth with business context.
• You are excited about building from scratch—processes, systems, and teams—and can scale as the business grows.
• You can own and report on customer KPIs and use them to influence product decisions and commercial strategy.
• You’ve collaborated with cross-functional teams (Sales, Solutions, Product, Deployments) and know how to bring alignment to the customer journey.
• You understand automation, supply chain, or robotics environments and how to drive long-term adoption in operational environments.
• You have excellent communication skills and a bias toward structured thinking, empathy, and ownership.

A Final Note

You’re encouraged to apply even if you can’t take on every example project in its totality. We work closely and collaboratively at Mytra - No one takes on projects alone. We seek people who are eager to work together, learn new things, and bring unique perspectives.