Director of Success

2 weeks, 1 day 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 specialized customer success teams.
  • Drive customer retention, gross retention, engagement, and expansion across key accounts.
  • Oversee large-scale product implementation and adoption across organizations from the C-suite to frontline employees.
  • Manage the customer journey after onboarding to ensure ongoing value realization and smooth transitions into long-term success.
  • Track, report, and act on success metrics such as retention rates, gross retention, and product adoption rates.
  • Collaborate with Sales, Marketing, and Product teams to incorporate customer feedback into product improvements and customer strategies.
  • Continuously improve customer success processes to increase efficiency, scalability, and alignment with company goals.
  • Build trusted relationships with key customer stakeholders and advocate for customer needs internally.
  • Stay close to the market by visiting customers, attending industry events, and maintaining regular stakeholder engagement.

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 product adoption.
  • Strong leadership experience with a track record of mentoring and developing team members.
  • Experience managing managers and leading through leadership layers is required.
  • A strategic mindset with the ability to solve problems at scale while staying focused on customer outcomes.
  • Ability to build strong relationships through direct customer interactions, including customer visits.
  • 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 is preferred.

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.
  • Hiring process designed to be fast, communicative, and transparent.
  • Opportunity to work in a company that emphasizes training, growth, and long-term employee development.

Interested in this position?

Apply directly on the company website

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