Director, Customer Success

This position is based in New York, NY, with hybrid in-office requirements. We typically come in 3 days per week with flexibility as needed. This role requires approximately 25% travel.

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not currently able to sponsor work visas.

“High-Fiver” Wanted: Director of Customer Success

Are you a natural organizer who gets energized when the pieces come together? Do you get excited when you spot a broken process — not just to patch it in the moment, but to actually fix it? Are you someone who rolls up their sleeves without being asked, stays in the weeds when the work calls for it, and still sees the bigger picture? If so, you are exactly who we are looking for.

We are seeking a talented and driven Director of Customer Success to serve as the right hand to our Chief Customer Officer and a force multiplier for our entire Customer Success organization — spanning Sales, Implementation, Account Management, and Support.

About AMP (An NCS Company)

AMP is an industry-leading technology company providing innovative solutions to car wash operators across the country. Our products include cutting-edge software solutions such as white-labeled mobile membership apps, administrative portals, and kiosks. These solutions allow our customers to capture and use customer data at a level not seen in the car wash industry before.

AMP is a division of National Carwash Solutions (NCS). NCS has grown to become North America’s largest equipment, service, and cleaning solutions provider in the car wash industry. For over five decades, National Carwash Solutions (NCS) has revolutionized the carwash industry, offering unparalleled quality and innovative technology. NCS offers the most extensive service network and is home to many trusted brands. No matter if customers are new to the industry or are looking to level up a classic site, NCS is the proven partner for operational excellence and sustainable growth.

Our family of brands includes MacNeil, Ryko, Vacutech, PurClean, TSS, Rain-X, ArmorAll, Black Magic, Blue Coral, USA Towel, International Drying Corporation & Shadow.

What are we looking for?

You will serve as the operational backbone of our Customer Success organization — becoming fluent across Sales, Implementation, Account Management, and Support — and act as the Chief Customer Officer’s most trusted partner in keeping things moving.

Here’s what that entails:

Organizational Fluency & Process Optimization

• Develop deep fluency across all four pillars of the Customer Success organization: Sales, Implementation, Account Management, and Support
• Proactively identify process optimization opportunities, inefficiencies, risks, and areas where better tools or ways of working would drive better outcomes
• Identify where value can be unlocked — for our customers, our team, and the business
• Flag issues and risks that require escalation and route those that can be handled within the team or elsewhere in the business
• Assist with strategic account planning, customer readiness, rollout coordination, and expansion opportunities
• Prepare customer quotes, pricing proposals, renewals, and order documentation

Chief Customer Officer Partnership

• Serve as a trusted conduit between the Chief Customer Officer and the broader team — synthesizing information, prioritizing what needs executive attention, and routing what doesn’t
• Take first cracks at asks that come to the Chief Customer Officer, reducing noise and ensuring the right things get elevated
• Participate in meetings alongside the Chief Customer Officer — capturing complex business problems, identifying tasks and next steps, assigning ownership, setting deadlines, and project managing follow-through to completion
• Ensure the Chief Customer Officer is informed, prepared, and focused on the highest-leverage items
• Prepare agendas, meeting materials, implementation plans, customer updates, and follow-up action items
• Take first pass at contract edits, redlines, customer paperwork, and implementation documentation before executive review

Cross-Functional Collaboration

• Build strong relationships across Sales, Implementation, Account Management, Support, and partner teams throughout the business
• Act as a bridge between the Customer Success organization and other departments, ensuring alignment and smooth handoffs
• Facilitate intake of escalated customer questions, issues, requests, and either respond directly or route them appropriately across teams
• Track projects, blockers, and internal accountability
• Represent the Customer Success team’s needs and priorities in cross-functional discussions

What we expect you to have:

• Bachelor’s degree
• 5+ years of experience in customer success, operations, strategy, consulting, or a similarly fast-paced, client-facing environment
• A track record of operating across multiple functional areas — you’ve been the person who figures it out, not the one who waits to be told
• Strong project management skills — you can manage many moving pieces simultaneously without dropping the ball
• Exceptional written and verbal communication — clear and confident whether in a room full of executives or on a Slack message
• Ability to synthesize complex information quickly and distill it into clear priorities and next actions
• Comfortable sitting in ambiguity and making progress without a fully defined playbook
• No “that’s not my problem” attitude — you lean in, you own it, and you get it done
• Emotional intelligence and strong interpersonal skills — you build trust quickly at every level of an organization
• Eager to learn and can pick up new concepts, tools, and domains quickly

Bonus points and street cred for the following:

• Experience in SaaS, technology platforms, or a high-growth startup environment
• Prior experience in a Chief of Staff, Director of Operations, or similar right-hand leadership role
• Consulting background
• Familiarity with customer success platforms, CRM tools, or project management software

 

Why work for us?

We have one of the most supportive and sustainable cultures anywhere. Our team of lifelong learners has a thirst for knowledge and a passion for technology and software. We’re dedicated to building world-class solutions for our customers, and at the same time, place a high value on team rewards and personal career growth. We enjoy working together to solve challenging problems, teaching each other through lunch-and-learns, and celebrating victories (even the small ones) along the way.

Benefits you deserve:

• Highly competitive salaries
• Potential equity interest in a rapidly growing company
• Generous PTO policy and holiday schedule
• 401K plan with company matching
• Excellent medical, dental, and vision insurance

National Carwash Solutions is a proud equal opportunity employer. We are a drug-free, EEO employer committed to a diverse workforce. We will consider all qualified candidates regardless of race, color, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity, family responsibilities, disability, education, political affiliation, or veteran status