Head of Customer Success (Boston)

About 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

The Head of Customer Success will build and lead Cirrus's first formal Customer Success department. This is a high-impact, strategic leadership role focused on the full customer journey, from post-sale through implementation and long-term satisfaction. You will define what success means for our customers, build the systems and teams to deliver on that vision, and ensure our customers are informed, confident, and delighted every step of the way.

Role Responsibilities

• Build and scale Cirrus’s Customer Success function from the ground up, defining the organizational structure, hiring roadmap, core processes, tools, and performance systems needed for long-term success.

• Hire and partner with a Director of Customer Experience to define what an exceptional customer journey looks and feels like when working with Cirrus. Then map and optimize every stage of the post-sale lifecycle, from onboarding to a lasting, loyalty-driven relationship.

• Create systems for gathering customer feedback, analyzing insights, and translating those into improvements across people, process, and product.

• Own key customer success metrics such as NPS, satisfaction, retention, and implementation speed.

• Collaborate with Sales, Design, Production, and Finance to ensure seamless handoffs, consistent communication, and aligned priorities.

• Lead the development and adoption of tools, dashboards, and workflows that provide visibility and accountability across customer operations.

• Serve as the senior escalation point for critical customer concerns and high-impact relationships.

Role Qualifications

• 7+ years in Customer Success, Operations, Experience, or related leadership roles, and minimum of 5 years of experience in a leadership role.

• Proven success in building and scaling customer-facing teams.

• Deep understanding of what it takes to deliver an exceptional customer journey from onboarding to support to relationship management.

• Strong operational mindset with the ability to design systems, define KPIs, and lead through complexity.

• Exceptional interpersonal and communication skills.

• A passion for people, both your customers and your team, and a drive to make their experience world-class.

What Success Looks Like

• A Customer Success team that delivers a seamless, thoughtful experience, establishing itself as a defining part of our brand and a trusted partner to our customers.

• A defined and exceptional customer journey that consistently results in high satisfaction and operational efficiency.

• Tangible improvement in key metrics: reduced installation timelines, increased NPS, decreased escalations, and better team alignment across functions.

• A culture of proactive problem-solving and customer-first thinking.

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.