Director of Project Management, Customer Success

Job Description

Job DescriptionAbout Us

Cirrus is a HaaS technology enabled electronics provider that is changing the signage industry by building the first on-premise marketing platform to empower every brick and mortar business to grow. We initiated our mission with the goal of designing and producing outdoor digital signage more affordably. Now, Cirrus extends beyond just signage, offering an integrated solution that includes indoor and outdoor displays, content management, sensor technology, analytics software, and proactive hardware monitoring. These elements work together to deliver actionable insights, enabling businesses to make data-driven decisions for their growth and operational efficiency.

Our product portfolio is diverse, featuring five unique lines tailored to meet various business requirements: Outdoor Displays, Digital Window Posters, Media Players, People Counters, and Car Trackers. These are all interconnected through our cloud-based software platform, ScreenHub. ScreenHub is an intuitive digital signage software crafted to simplify content management and sign operation for our clients. Together, we're reshaping the future of customer engagement and experience in the signage industry.

About The Role

We’re seeking a dynamic and people-focused Director of Customer Success and Implementation to lead our project management team and ensure an exceptional experience for our customers from contract to completion. In this high-impact role, you’ll own the implementation and delivery of our product across the country, partnering with a national network of sub contractors and installers, managing cross-functional teams, and driving operational excellence.

This is a leadership role centered around people, process, and performance. You will oversee a team of project managers, drive communication across stakeholders, and ensure every customer feels confident, informed, and delighted throughout their journey.

Role Responsibilities

• Manage and mentor a team of project managers responsible for executing sign installation projects from kickoff through installation.

• Foster a high-performance, collaborative, and customer-obsessed team culture.

• Serve as a strategic point of escalation for key customers and partners during implementation phases.

• Champion a proactive communication approach that keeps customers informed and confident throughout the lifecycle of their projects.

• Monitor and improve KPI’s and customer experience metrics including NPS and satisfaction scores.

• Ensure timely project delivery, keeping installations on schedule and within budget.

• Identify process gaps and lead continuous improvement initiatives that enhance operational performance and customer outcomes.

• Collaborate cross-functionally with sales, design, production, and finance teams to align priorities and resolve issues quickly.

Role Qualifications

• 5+ years of experience in customer success, project management, or operations roles, including at least 3 years in a leadership capacity.

• Demonstrated ability to lead through others, ensuring timely delivery of organized projects through strong team management and oversight.

• Exceptional communication and interpersonal skills. You excel at working with customers, vendors, and internal teams.

• Strong organizational skills with a bias for action and attention to detail.

• Experience managing budgets, vendor relationships, and performance metrics.

• Familiarity with physical implementation or installation projects (e.g., signage, construction, facilities) is a plus.

What Success Looks Like

• A thriving and empowered project management team: Team members demonstrate high morale, skill development, and a proactive approach to problem-solving, leading to consistent project execution and individual growth within the company.

• Streamlined and scalable implementation processes: Demonstrable improvements in operational efficiency, such as reduced project timelines, optimized resource allocation, and the successful adoption of new tools or methodologies that support company growth.

• Proactive risk mitigation and strategic contribution: Issues are consistently identified and addressed before they impact customers or project timelines, and insights from implementation experiences are regularly fed back into product development and sales processes to improve overall company offerings and customer acquisition.

• A continuous focus on improving speed to delivery, controlling costs, and happy customers throughout.

Cirrus Core Values: What we look for in a teammate

• Bring Passion: We take pride in our work and bring our BEST to all interactions with our customers and teammates. We encourage rigorous discourse to improve the customer experience each and every day.

• Quality: Quality isn’t a catch-all phrase. It is an action plan that requires hard work and focus to achieve. Step by step we strive to build quality into everyday processes and products to achieve our collective success.

• Winning Takes a Team: Show genuine commitment, be flexible, get involved, be reliable, help and support others, and move our company forward.

• Remove Friction: Eliminate roadblocks in the way of smooth operations by promoting and embracing changes geared towards making things easier. Be bold! Don't settle for "That's just the way it is."

• Respect: An individual who communicates and conducts themselves in a polite and positive manner, and encourages others around them to do the same; without judgment of peers regardless of rank, position, age, gender, or race.

• Innovate Every Day: Have the courage to challenge what is perceived as conventional or typical. Be observant of surroundings and outspoken about ideas and changes that will positively impact people.