Director, Customer Success

TAIT partners with artists, brands, IP holders and place makers to bring culture-defining, never-before-seen experiences to life. With a legacy of innovation spanning over 45 years, TAIT has grown from pioneering in rock ‘n’ roll concert staging to setting the global standard for extraordinary live events and experiences through cutting-edge technology, precision engineering, and creative design. TAIT’s 20 global offices have developed iconic productions and experiences in over 30 countries, all seven continents, and even outer space for renowned performers, theme parks, exhibits, and venues across the globe, including partnerships with Taylor Swift, Cirque Du Soleil, Royal Opera House, Nike, NASA, Bloomberg, Google, Beyoncé, and The Olympics

Position Purpose

The Director, Customer Success is a strategic, client connected leader responsible for defining how clients, operators, and internal teams successfully adopt, use, and grow with the equipment and systems we deliver. This role creates the path for Customer Success as a durable global capability. It shapes the team, operating rhythm, and standards needed to improve client confidence, operator readiness, adoption, and long-term technical partnership.

This leader must stay close to the work. They will spend meaningful time with clients, operators, market teams, project teams, and support partners to understand what customers need before, during, and after delivery. The Director will translate those insights into practical enablement, service, support, and success offerings. This work should support the careers and confidence of the operators on our shows while preparing internal teams to set clients up for success.

Essential Responsibilities & Accountabilities

• Strategy: Set the annual and longer-term Customer Success strategy with Market and regional leaders. Define the function's scope, priorities, decision rights, and operating rhythm. Turn the vision into a sequence of work the team can deliver.

• Client Insight and Offer Development: Spend time with clients and operators on shows and at their sites. Understand how they use our systems, where they struggle, and what would help them succeed. Use those insights to develop and improve client offers with Market teams.

• Operator Readiness and Career Growth: Create clear pathways that help operators build confidence and deepen their skills over time. Make readiness visible before clients take ownership of a system. Support the people whose careers depend on operating these shows safely and well.

• Internal Team Readiness: Set expectations for how TAIT teams prepare clients to use and maintain their systems. Connect field lessons, product changes, and support themes to the knowledge and resources teams need for effective handover and follow-up. Creating and maintain standards for onboarding our technical team members who are in front of clients.

• Product and Support Alignment: Work with Product, Technology, Project Delivery, and Support to keep client guidance current and useful. Clarify what Customer Success owns, how issues are escalated, and how client feedback informs product, process, and service decisions.

• Delivery Model and Capacity: Set standards for client engagement, content, coordination, and regional delivery. Plan the people, facilities, equipment, and budget needed to meet demand. Identify capacity risks before they affect client commitments.

• Performance and Investment: Define measures for operator readiness, adoption, client confidence, support demand, and internal capability. Review results with leaders and use them to guide investment, improve offers, and adjust priorities.

• Team Representation: Represent Customer Success in leadership and Market forums. Build trust across functions, remain accessible to feedback, and bring the client and operator perspective into company decisions.

People Management / Leadership Responsibilities:

Lead the Customer Success function and set priorities for the people responsible for client enablement, operator readiness pathways, content, and program coordination. Delegate day-to-day work while retaining accountability for standards, major decisions, and escalations.

• Define clear roles, expectations, and development opportunities for team members.

• Coach the team to work credibly with operators, clients, and technical partners.

• Give timely performance feedback and address gaps with clear follow-through.

• Plan team capacity around client demand, product changes, and regional needs.

• Build a network of subject-matter experts and regional contributors with clear ownership.

• Communicate priorities and decisions across Market, project, product, and support teams.

• Own the function's budget, measures, and operating performance.

Qualifications and Experience

The following education, experience, knowledge, and skills support successful performance in this role. Equivalent combinations of education and practical experience may be considered.

• Bachelor's degree in engineering or a technical field, or equivalent professional experience.

• 10+ years of related experience, including 4+ years of demonstrated leadership.

• Experience delivering complex technical projects on site in live entertainment or a similar field.

• Experience building or leading a client-facing function and working across global teams.

• Ability to use customer, operational, and support data to guide decisions; familiarity with Power BI, Epicor, or Asana is a plus.

• Commercial judgment in aligning client needs, technical delivery, capacity, and financial outcomes.

Knowledge and Experience:

Experience helping clients and operators succeed with complex technical systems, including the realities of live shows, installations, and changing project demands.

Knowledge and skills required for this role include:

• Operator roles, show workflows, handover, and the skills needed for safe, independent use.

• Client discovery, offer development, and long-term technical relationships.

• Capacity planning, budgeting, and coordination across regions and projects.

• Leadership across Market, Product, Project Delivery, Support, Safety, and technical teams.

Physical Demands

This role is primarily office-based and includes visits to client sites, shops, rehearsals, and live-event environments.

• Ability to work at a computer for extended periods and participate in meetings.

• Ability to stand and walk during site visits, with reasonable accommodation where applicable.

Work conditions of the role are:

Work is performed in office settings and, when needed, in shop, project, or client environments. International travel and work across time zones are required.

• Site environments may include noise, moving equipment, and operational hazards that require following local safety procedures.

• Appropriate personal protective equipment must be worn when required by the site or activity.

US TAIT Benefits

• Competitive medical, dental, and vision insurance plans

• Health Savings Account (HSA) with employer contributions (HDHP plans)

• Flexible Spending Accounts (Medical & Dependent Care)

• Employer-paid life insurance with optional supplemental coverage

• Employer-paid Short-term with optional long-term disability insurance

• 401(k) retirement plan with company match

• Paid parental leave

• Employee Assistance Program (EAP)

• Wellness stipends

• Voluntary benefits (e.g., accident, critical illness)

• Paid vacation and 12 holidays

#LI-AW1

TAIT is an equal opportunity employer fully committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran or any other protected characteristic as outlined by international, national, state, or local laws.