Director of Customer Success


We are now at a point of rapid growth within HTX and are looking to expand our Customer Success (CS) team to help drive scalable product adoption and ensure our customers receive the best possible value from EMPACT. We're looking for someone to further develop and lead our CS team, collaborating closely with existing teams, including Product, Programs, Innovation/Research, Marketing, and Sales/BD. Our ideal CS Director is eager to learn all the ins and outs of EMPACT, build upon our processes, and has no qualms about “getting their hands dirty” and doing the heavy lifting themselves. This is a great time to join an elite team that is at an inflection point, with opportunities to work with awesome people, amazing technology, and take on a set of responsibilities that are extremely important to HTX’s growth plans.

  • Build and lead the Customer Success team at HTX. Important KPIs include:
  • Product adoption and usage
  • Program expansion and transition
  • Long term customer retention
  • Build strong relationships with customers and make them EMPACT evangelists
  • Act as a “Trusted Advisor” to the customer to guide them on their immersive learning journey and consistently advocate for the customer’s outcomes
  • Proactively monitor customer health, usage, and ongoing needs and engage as necessary to ensure they are receiving maximum value from EMPACT
  • Develop a multi-tier support team that can respond to customer requests for assistance, with clear and effective escalation workflows
  • Develop and maintain a deep understanding of our product offering and communicate features and functionality that will improve customer workflows
  • Develop and maintain product documentation and best practices and create channels for sharing this information with customers
  • Support the HTX PMO by designing and executing workshops to onboard, train and teach customers how to use EMPACT modules, including Studio and Developer
  • Work with the expanding EMPACT partner ecosystem, ensuring that they are set up for success
  • Support the product team by gathering and communicating customer feedback and feature requests
  • Occasionally travel to meet with customers in-person, to gather feedback, run workshops, and related customer activities
  • Identify expansion opportunities and work with Sales / Business Development to handoff when appropriate
  • Understand the “big picture” mission of HTX, and proactively position product value with customers
  • Ability to adapt to a rapidly changing/evolving product and respond strategically to customer needs
  • Proven ability working with and supporting SaaS products and solutions
  • Enthusiastic about technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy is ideal
  • Strong interpersonal skills and track record of building collaborative relationships
  • Exceptional presentation, organization, and communication skills (written and verbal)
  • Able to manage a P&L, budget-to-actual spend, and hiring plans
  • Experience with XR technology is a plus
  • Experience working in Aerospace & Defense markets is a plus
  • As-needed travel (occasional) to support Customer workshops and related on-site visits
  • 3-5years of experience in Customer Success Management relevant to enterprise software
  • Bachelor's degree or equivalent experience

We are interested in qualified candidates who are eligible to work in the United States.
We are not able to sponsor visas at this time.

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