Director of Customer Success

Who We Are

At Biometrics4ALL, we build innovative biometric solutions that help safeguard communities and power efficient operations for government, law enforcement, schools, hospitals, and youth sports. Since our founding in 2005, we have been committed to delivering cutting-edge biometric background check software. We are recognized for our reliability, technical excellence, and industry-leading innovation through partnerships with the FBI and DOJ.

What the Opportunity Is

We’re scaling fast—and now hiring a mission-driven, metrics-oriented Director of Customer Success to transform our Customer Support team into a proactive, full-lifecycle Customer Success function. You’ll lead onboarding, support, renewals, and expansion efforts that drive retention, customer satisfaction, and long-term growth.

What You Will Do

• Build a Scalable Customer Success Function.  Lead the evolution from reactive support to proactive customer success. Create the strategy, roles, and playbooks that support consistent, high-quality outcomes across onboarding, support, and renewals.
• Define and Operationalize Metrics.  Build dashboards and data loops that help the team measure, improve, and celebrate success. You’ll define KPIs across onboarding, implementation, support, renewals, and retention—and use those insights to inform priorities.
• Elevate the Team. Lead, coach, and develop the CS team.  Evaluate current capabilities, introduce coaching and structure, and begin to hire and grow the team.
• Own Customer Outcomes.  Own the post-sale customer experience and key outcomes tied to customer health, churn, and expansion. Be accountable for outcomes—not just activities.
• Champion Cross-Functional Alignment.  Be the voice of the customer internally. Partner closely with Product, Engineering, Sales, and Finance to identify root issues, share insights, and improve the full customer journey.

What You Excel At

• Customer-First Leadership.  You believe that exceptional customer experience is core to our mission and build systems that embed this across every team.
• Team Development.  You hire A-players, coach all levels to grow, and build trust through clear expectations and accountability.
• Metrics & Systems Thinking.  You know what to measure, how to measure it, and how to use insights to drive decisions.
• Cross-Functional Influence.  You’ve worked with Product and Engineering teams to get customer pain points into roadmaps.
• Strategic & Tactical Execution.  You balance short-term fixes with long-term systems building. You act fast and think ahead.
• Adaptability.  You thrive in fast-moving environments and don’t need a playbook—you can write your own.

Your Background

• 8+ years of experience in Customer Success, Support, or Account Management.
• 3+ years in a team leadership or people management role.
• Experience building or scaling CS functions in a startup or growth-stage environment.
• Proven success in owning retention, customer health metrics, or customer lifecycle initiatives.
• Strong proficiency with HubSpot or equivalent CRM tools.
• U.S. citizenship (required for our government contract work).

Why Join Biometrics4ALL?

• Meaningful Impact.  Help safeguard communities through next-gen identity solutions.
• Great Benefits.  Enjoy medical, dental, and vision coverage—along with a generous PTO policy so you can recharge and maintain balance.
• Strategic Role.  Build a foundational function in the company at a pivotal growth moment.
• High-Growth Environment.  Join a team that’s rapidly expanding, welcomes fresh ideas, and fosters personal and professional development.

Biometrics4ALL is an equal-opportunity employer committed to creating an inclusive environment for all.