Director of Customer Engagement

Director of Customer Engagement

Location: McLean, VA (Hybrid) Department: Customer Experience / Client Services Reports To: Chief Executive Officer (CEO) Employment Type: Full-Time

Position Summary:

The Vice President (VP) of Customer Success will serve as a strategic leader responsible for developing and executing the organization's customer success vision across the entire customer lifecycle. This executive role is critical in driving customer satisfaction, loyalty, and long-term value through deep relationship-building, customer advocacy, and ongoing support. The ideal candidate brings significant leadership experience in customer success, especially within government or government contracting sectors, and has a proven track record of improving retention, reducing churn, and enhancing customer experience metrics at scale.

Key Responsibilities:

1. Customer Insight & Relationship Management

• Determine and proactively address customer needs through focus groups, surveys, buyer journey analysis, and interviews.
• Build and maintain long-term relationships with key clients and stakeholders, ensuring high levels of customer satisfaction and retention.
• Serve as the voice of the customer within the organization and communicate feedback to cross-functional teams.

1. Growth & Retention Strategy

• Increase customer conversion rates through value-driven education and onboarding initiatives.
• Lead efforts to reduce churn by monitoring key metrics such as NPS, CSAT, and retention rates, and taking action on customer risk indicators.
• Design and implement customer engagement and loyalty strategies that drive upsells, cross-sells, and renewals.

1. Feedback & Advocacy

• Implement robust feedback collection programs (e.g., interviews, surveys, social listening) to track satisfaction and identify improvement areas.
• Advocate for customer interests within product development, marketing, and executive strategy meetings.
• Act as the executive sponsor for high-value accounts and customer escalations.

1. Customer Enablement & Training

• Oversee the development and delivery of customized training and enablement sessions for customers, focusing on immediate ROI and product mastery.
• Champion onboarding and implementation best practices to ensure successful product adoption and usage.

1. Brand Evangelism & Promotion

• Drive excitement for product launches and service enhancements through proactive communication and client engagement.
• Partner with marketing to highlight success stories and amplify positive customer experiences.

1. Product and Market Alignment

• Collaborate closely with product teams to ensure roadmap alignment with customer feedback and market demand.
• Leverage demographic and behavioral data to define ideal customer profiles and shape product strategies.

1. Executive Leadership & Team Management

• Lead, mentor, and scale a high-performing customer success organization across support, account management, and enablement.
• Foster a customer-first culture throughout the organization.
• Ensure alignment with company OKRs, financial goals, and customer success KPIs.

Qualifications & Requirements:

• Experience: Minimum 15 years in customer-facing roles, with at least 10 in leadership; must include experience in government or government contracting environments.
• Education: Bachelor's degree in Business, Marketing, Communications, or a related field (Master's degree preferred).
• Certifications: PMP, Scrum, Agile, or CSM certification(s) highly preferred; CRM and data analytics tools proficiency required.
• Leadership: Demonstrated success in managing cross-functional teams (support, product, sales) and scaling customer success operations.
• Communication: Exceptional written and verbal communication, with the ability to present at executive levels.
• Interpersonal Skills: Strong client-facing presence; excels in relationship-building, conflict resolution, and collaboration.
• Customer Success Expertise: Deep understanding of customer lifecycle management, success planning, and customer health monitoring frameworks.

Preferred Skills:

• Experience with enterprise CRM systems (GovWin)
• Familiarity with customer success platforms (
• Data-driven mindset with experience using analytics for decision-making
• Expertise with federal procurement processes and client engagement strategies in the public sector

Company Description

LinTech Global is an award-winning, ISO 9001:2008 certified business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cybersecurity, and Training and Audio/Visual (AV) Solutions. The LinTech Global team is comprised of individuals who are dedicated to the success and sustainability of our customers and their missions. Our combination of technical expertise, big business experience, and small business agility allows us to promptly provide our customers with exceptional IT and engineering solutions.

Benefits

Our robust benefits package includes: Open Paid Time Off, Paid Holidays, Company-paid Life/AD&D, Company-paid Short Term and Long-Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match, Employee Recognition Program, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and much more!

EEO Statement

LinTech Global, Inc. is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit, and business need.
All applicants will be considered for employment without attention to race, religion, color, national origin, ancestry, physical or mental disability, medical condition, pregnancy (including childbirth, lactation and related medical conditions), marital status, genetic information (including characteristics and testing), gender, sexual orientation, gender identity or expression, military and veteran status, or any other status protected under federal, state, or local law in the locations where we operate.
If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Human Resources. The Company invites any applicant and/or employee to review the Company's written Affirmative Action Plan. This plan is available for inspection upon request.

http://lintechglobal.com/wp-content/uploads/2017/09/poster_screen_reader_optimized.pdf