Job description
About Nerdery and Being a “Nerd.” Nerdery is a digital product consultancy. Much more than consultants, we’re allies and guides on our clients’ digital journey – helping them to grow their business and delight their customers through intuitive, thoughtfully designed technology. As true partners, we prepare our clients for the opportunities in front of them, help them achieve their goals, and quickly deliver value for their customers. We do this by solving problems in creative ways across strategy, design, and technology.
At Nerdery, we’re not defined by our job titles but by the impact we make. You’ll work directly and closely with some of the world’s best brands to help create innovative digital products that serve everyone. As Nerds, our insight, innovation, and expertise are celebrated, and our growth is not only encouraged but expected. Being a Nerd means stepping up and pushing the boundaries of what’s possible. We’re curious, fearless (well, not totally fearless – there are heights and spiders, after all), and always our authentic selves.
We are looking for a Director of Customer Success to join our team! We invite you to check out the details below and consider whether becoming a Nerd is the next step in your career journey.
The Director of Customer Success will drive our customer success efforts, focusing on clients leveraging our Data, AI, and Cloud Services. This individual will be responsible for building and managing a world-class customer success team that drives adoption, retention, and expansion of our offerings.This role combines strategic program and project management, technical execution, and business strategy alignment. This role will lead a team of empowered program and project managers owning project execution, optimizing delivery processes, and driving continuous improvement while maintaining a strong focus on client success and business outcomes. As an expert in both Agile and Waterfall methodologies, this leadership role will bridge the gap between technology and business outcomes, ensuring project plans remain flexible and responsive to changing client priorities while maintaining execution excellence to maximize business value. The Director of Customer Success will also oversee a team of highly effective business project managers, ensuring they are empowered with the right tools, frameworks, and decision-making authority to drive successful client outcomes. Additionally, this role will maintain strong communication with Google and other key partners to align on strategy, funding opportunities, and co-delivery initiatives.
Requirements
- Bachelor’s degree in a related field or equivalent experience required (e.g., Computer Science, Engineering, Business Administration).
- 10+ years in customer success or program management within cloud solution delivery, principal consulting, and/or technical leadership.
- 5+ years of experience working with Data, AI, and Cloud Services in a technical or client-facing role.
- Experience working with clients in a consulting or professional services environment.
- Deep expertise in Agile, Scrum, SAFe, and Waterfall project methodologies, with a track record of successful enterprise cloud implementations.
- Proficiency in using project management tools (e.g., Jira)
- Proven ability to translate technical capabilities into tangible business outcomes.
- Strong leadership experience, directing cross-functional teams, cloud engineers, cloud architects, and project managers.
- Unparalleled communication skills with the ability to engage executive stakeholders, influence decision-making, and drive technology adoption, while also keeping our Google partners in the loop.
- Strong focus on customer satisfaction and delivering value to clients.
- Ability to understand client needs and develop solutions that meet those needs.
- Ability to think strategically and make sound decisions under pressure.
- Public Sector experience is a plus.
- GCP Certifications are a plus.
What You’ll Do:
- Develop and execute customer success strategies focused on driving client value using Data, AI, and Cloud solutions.
- Lead the end-to-end delivery of complex data, AI, and cloud projects (especially GCP), ensuring technical execution aligns with client objectives.
- Oversee project/program execution, including roadmaps, resource allocation, and tailored methodologies (Agile, SAFe, Waterfall) for predictable, high-quality delivery.
- Build, lead, and develop a high-performing project/program management team, fostering a culture of ownership, accountability, and strategic decision-making.
- Act as a trusted advisor and primary point of contact/escalation for key client stakeholders, owning the post-sale relationship to drive satisfaction, retention, and growth.
- Translate technical capabilities into measurable business value and proactively identify opportunities for upselling/cross-selling.
- Manage program governance, budgets, risks, and KPIs, ensuring transparency, adherence to cloud best practices (governance, security, cost optimization), and driving continuous improvement.
- Partner effectively with internal Sales, Product, Technical teams, and Google to refine strategies and ensure seamless communication.
- Oversee talent development, recruitment, and workforce planning to scale delivery capabilities effectively.
What Skills Will Help You Be A Successful Nerd?
- Strong communication skills: Able to effectively explain technical decisions to non-technical stakeholders.
- Process improvement: Experienced in identifying process pain-points and taking ownership of refining processes to completion.
- Collaborative Problem Solver: Able to take initiative to understand a problem and make critical decisions to solve for next actionable steps
- Client interaction: Comfortable interacting with clients, understanding their needs and translating them into actionable solutions.
- Risk assessment and communication: Proven ability to clearly communicate the risks, complexity, and timeline impacts of newly added product features or scope.
Are We the Right Fit For You?
The best way to get the scoop on whether Nerdery is the right place for you is to chat with current Nerds. We would be delighted to have a conversation with you and share insight into what it’s really like to work at our organization and if it’s a place where you can thrive. Our interview process will provide you ample opportunity to talk with other team members and assess whether the role is a good fit for your next chapter. Take the first step and apply today – our Talent Advocates will then reach out to you to get the ball rolling!
Must be legally authorized to work within the country of employment without sponsorship for employment visa status.
Nerdery is an equal opportunity employer and complies with all applicable federal, state and local fair employment practice laws. Nerdery strictly prohibits and does not tolerate discrimination against employees, applicants or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, sexual orientation, gender (including gender nonconformity and status as a transgender or transsexual individual), pregnancy, marital status, familial status, age, physical or mental disability, citizenship, past, current or prospective service in the uniformed services, genetic information, membership or activity in a local human rights commission, status with regard to public assistance or any other characteristic protected under applicable federal, state or local law. All employees, other workers and representatives of Nerdery are prohibited from engaging in unlawful discrimination. Nerdery will ensure that all employment practices are free of such discrimination. Such employment practices include, but are not limited to: hiring, promotion, demotion, transfer, recruitment or recruitment advertising, selection, layoff, disciplinary action, termination, compensation, benefits, selection for training, including apprenticeship and other terms and conditions of employment. Nerdery will also provide reasonable accommodation to applicants and employees with disabilities pursuant to all applicable laws.
Nerdery will never request a chat interview. All interviews are conducted either in person or through Google Meets. Additionally, Nerdery exclusively uses email addresses ending with @Nerdery.com
If you have questions about any correspondence you receive regarding an opportunity at Nerdery, please reach out to [email protected].
