Director of Success

1 month, 1 week ago
Full-time
Executive
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 customer success teams.
  • Drive retention, gross retention, and customer expansion through tailored engagement.
  • Guide large-scale product implementation across organizations from the C-suite to frontline employees.
  • Own the customer journey after onboarding and ensure customers continue to realize value from the platform.
  • Track, analyze, and report on success metrics such as retention, gross retention, and adoption rates.
  • Collaborate with Sales, Marketing, and Product teams to incorporate customer feedback into strategy and product improvements.
  • Improve customer success processes for efficiency, scalability, and alignment with company goals.
  • Build trusted relationships with key customer stakeholders and advocate for customer needs internally.
  • Visit customers, attend industry events, and maintain market awareness to inform product and service offerings.

Requirements

  • 5+ years of experience managing Customer Success teams, preferably in a SaaS environment.
  • Strong enterprise customer success experience.
  • Experience implementing products in large organizations and driving adoption from executive stakeholders to frontline employees.
  • Proven success managing large, complex customer relationships and improving retention and adoption.
  • Experience managing managers and leading through multiple leadership layers.
  • Strong leadership skills with a focus on mentoring and developing team members.
  • Strategic mindset with the ability to solve problems at scale while focusing on customer outcomes.
  • Strong communication skills for engaging stakeholders at all levels, from the C-suite to end users.
  • Data-driven approach to tracking success metrics and improving processes.
  • Experience scaling customer success operations and managing 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

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