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Director of Success

2 months, 4 weeks ago
United States
Full-time
Lead
Customer Success Manager
Customer and Technical Support
CRM
Apply Now
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
View All Jobs 35

Description

  • Own the post-onboarding customer success stage for mid-market enterprise and strategic accounts.
  • Lead, manage, and mentor three customer success teams.
  • Drive customer retention, gross retention, engagement, and expansion across key accounts.
  • Guide large organizations through product implementation and adoption from the C-suite to frontline employees.
  • Own the customer journey after onboarding to ensure customers continue realizing value from Connecteam.
  • Track and report on success KPIs, including retention rates, gross retention, and adoption rates.
  • Proactively address issues that could impact customer satisfaction or retention.
  • Collaborate with Sales, Marketing, and Product teams to incorporate customer feedback into product and customer strategy.
  • Improve customer success processes for greater efficiency, scalability, and alignment with company goals.
  • Build trusted relationships with key stakeholders and represent customer needs internally.

Requirements

  • 5+ years of experience managing Customer Success teams, preferably in a SaaS environment.
  • Strong experience in enterprise customer success roles.
  • Extensive experience implementing products in large organizations.
  • Proven success managing large, complex customer relationships.
  • Experience improving customer retention and product adoption.
  • Strong leadership skills with experience mentoring and developing team members.
  • Experience managing managers and leading through leadership layers.
  • A strategic mindset with the ability to solve problems at scale.
  • Strong communication skills for engaging stakeholders from the C-suite to end users.
  • High emotional intelligence and the ability to build lasting relationships.
  • Ability to work with customers directly, including visits and regular engagement.
  • Data-driven approach to tracking success metrics and improving processes.
  • Experience scaling customer success operations and managing cross-functional initiatives.
  • Applicants must be located in Texas, New York, South Carolina, North Carolina, Colorado, Florida, Utah, or Georgia.

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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