Director of Success

1 month, 1 week ago
Full-time
Lead
Customer and Technical Support
Connecteam

Connecteam

Connecteam is the world's #1 employee app that revolutionizes how companies manage their deskless employees with a comprehensive all-in-one solution for communication, operation, engagement, and training.

Diversified Telecommunication Services
251-1K
$158M raised

Description

  • Own the post-onboarding customer success stage for mid-market enterprise and strategic accounts.
  • Lead, manage, and mentor three specialized teams supporting product implementation and customer success.
  • Drive customer retention, gross retention, and expansion through tailored engagement.
  • Guide large-scale product implementation across organizations from the C-suite to frontline employees.
  • Manage the customer journey after onboarding to ensure long-term value realization.
  • Track, analyze, and report on key success metrics such as retention and adoption rates.
  • Collaborate with Sales, Marketing, and Product to incorporate customer feedback into strategy and product improvements.
  • Improve customer success processes to increase efficiency, scalability, and alignment with company goals.
  • Build trusted relationships with key customer stakeholders and advocate for their needs internally.
  • Stay closely connected to the market by visiting customers, attending industry events, and gathering customer insights.

Requirements

  • 5+ years of experience managing Customer Success teams, preferably in a SaaS environment with enterprise customer success experience.
  • Extensive experience implementing products in large organizations and driving adoption from C-suite executives to frontline employees.
  • Proven success managing large, complex customer relationships and improving retention and adoption.
  • Strong leadership skills with experience mentoring and developing team members.
  • Proven experience managing managers and leading through multiple leadership layers.
  • Strategic mindset with the ability to solve problems at scale while focusing on customer outcomes.
  • Ability to build strong relationships and engage directly with customers through visits and ongoing interaction.
  • Strong communication skills with the ability to work with stakeholders at all levels.
  • Data-driven approach to tracking success metrics and improving processes.
  • High emotional intelligence and experience scaling customer success operations and cross-functional initiatives.

Benefits

  • Medical coverage.
  • Insurance plan.
  • Paid time off for vacation and sick days.
  • 401(k) retirement plan.
  • Salary range of $170,000 to $200,000.

Interested in this position?

Apply directly on the company website

Apply Now

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