Senior Director, Customer Success
Sonova Group, Aurora, IL, United States
Senior Director, Customer Success
Aurora, IL (Hybrid)
Senior Director, Customer Success
The Senior Director, Customer Success will define and lead Sonova’s North American customer success strategy while ensuring exceptional execution across Customer Service, Technical Support, Lead Generation, and Software Support teams. This role combines strategic vision with hands‑on operational leadership to deliver best‑in‑class customer experiences, drive operational excellence, and position Sonova as the industry leader in customer satisfaction and service delivery.
Responsibilities:
Define and execute a multi‑year customer success strategy aligned with business priorities, product launches, and evolving customer needs
Lead and develop a large, multi‑channel organization across retail and wholesale customer support functions, fostering a high‑performance, customer‑centric culture
Drive operational excellence through workforce planning, capacity modeling, and daily management systems that improve productivity and service levels
Establish scalable processes and governance to ensure consistency, quality, and efficiency across all customer‑facing teams
Champion resolution of high‑impact customer issues, partnering cross‑functionally to drive timely, effective solutions
Integrate systems and processes across Customer Service, Technical Support, and Software Support to enable seamless, end‑to‑end customer experiences
Develop and implement KPI frameworks to measure performance, including service levels, response times, resolution rates, and customer satisfaction
Leverage data and analytics (CRM, telephony, ERP) to identify trends, drive insights, and inform strategic decisions
Evaluate and implement new technologies, including AI‑driven tools, to enhance efficiency, automation, and customer engagement
Lead change management initiatives, particularly during product launches and organizational transitions, ensuring minimal disruption to customer experience
Partner closely with Sales, Marketing, and Operations to align on customer needs, drive revenue growth, and improve retention
Manage departmental budget, ensuring cost optimization while maintaining high service standards
More about you:
15+ years of progressive Customer Support, Customer Success, or Customer Service leadership, including experience at the Director / Sr. Director level
Proven experience leading large, multi‑channel teams (100+ employees), including remote or hybrid environments
Strong track record of driving transformation, operational excellence, and customer‑centric strategies
Experience partnering cross‑functionally with Sales, Marketing, and Operations to drive growth and retention
Deep understanding of customer service technologies (CRM, workforce management, telephony) and data‑driven decision making
Demonstrated ability to balance strategic planning with hands‑on execution in a fast‑paced environment
Excellent leadership, communication, and influencing skills with a strong customer‑first mindset
A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova
What we offer
Medical, dental and vision coverage*
Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
TeleHealth options
401k plan with company match*
Company paid life/ad&d insurance
Additional supplemental life/ad&d coverage available
Company paid Short/Long‑Term Disability coverage (STD/LTD)
STD LTD Buy‑ups available
Accident/Hospital Indemnity coverage
Legal/ID Theft Assistance
PTO (or sick and vacation time), floating Diversity Day, & paid holidays*
Paid parental bonding leave
Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)
Robust Internal Career Growth opportunities
Hearing aid discount for employees and family
Internal social recognition platform
This role's pay range is between: $154,000 - $220,000. This role is also bonus eligible.
How we work At Sonova, we prioritize the well‑being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team‑customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.
Sonova is an equal opportunity employer. We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the marketplace. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.
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Senior Director, Customer Success
The Senior Director, Customer Success will define and lead Sonova’s North American customer success strategy while ensuring exceptional execution across Customer Service, Technical Support, Lead Generation, and Software Support teams. This role combines strategic vision with hands‑on operational leadership to deliver best‑in‑class customer experiences, drive operational excellence, and position Sonova as the industry leader in customer satisfaction and service delivery.
Responsibilities:
Define and execute a multi‑year customer success strategy aligned with business priorities, product launches, and evolving customer needs
Lead and develop a large, multi‑channel organization across retail and wholesale customer support functions, fostering a high‑performance, customer‑centric culture
Drive operational excellence through workforce planning, capacity modeling, and daily management systems that improve productivity and service levels
Establish scalable processes and governance to ensure consistency, quality, and efficiency across all customer‑facing teams
Champion resolution of high‑impact customer issues, partnering cross‑functionally to drive timely, effective solutions
Integrate systems and processes across Customer Service, Technical Support, and Software Support to enable seamless, end‑to‑end customer experiences
Develop and implement KPI frameworks to measure performance, including service levels, response times, resolution rates, and customer satisfaction
Leverage data and analytics (CRM, telephony, ERP) to identify trends, drive insights, and inform strategic decisions
Evaluate and implement new technologies, including AI‑driven tools, to enhance efficiency, automation, and customer engagement
Lead change management initiatives, particularly during product launches and organizational transitions, ensuring minimal disruption to customer experience
Partner closely with Sales, Marketing, and Operations to align on customer needs, drive revenue growth, and improve retention
Manage departmental budget, ensuring cost optimization while maintaining high service standards
More about you:
15+ years of progressive Customer Support, Customer Success, or Customer Service leadership, including experience at the Director / Sr. Director level
Proven experience leading large, multi‑channel teams (100+ employees), including remote or hybrid environments
Strong track record of driving transformation, operational excellence, and customer‑centric strategies
Experience partnering cross‑functionally with Sales, Marketing, and Operations to drive growth and retention
Deep understanding of customer service technologies (CRM, workforce management, telephony) and data‑driven decision making
Demonstrated ability to balance strategic planning with hands‑on execution in a fast‑paced environment
Excellent leadership, communication, and influencing skills with a strong customer‑first mindset
A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova
What we offer
Medical, dental and vision coverage*
Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
TeleHealth options
401k plan with company match*
Company paid life/ad&d insurance
Additional supplemental life/ad&d coverage available
Company paid Short/Long‑Term Disability coverage (STD/LTD)
STD LTD Buy‑ups available
Accident/Hospital Indemnity coverage
Legal/ID Theft Assistance
PTO (or sick and vacation time), floating Diversity Day, & paid holidays*
Paid parental bonding leave
Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)
Robust Internal Career Growth opportunities
Hearing aid discount for employees and family
Internal social recognition platform
This role's pay range is between: $154,000 - $220,000. This role is also bonus eligible.
How we work At Sonova, we prioritize the well‑being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team‑customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.
Sonova is an equal opportunity employer. We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the marketplace. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.
#J-18808-Ljbffr