Director of Success

About This Role

This role will own the post-onboarding stage for mid-market and strategic accounts, driving long-term retention, product adoption, and customer satisfaction for Connecteam's business management platform. The Director will lead three specialized teams to ensure successful product implementation from the C-suite to frontline employees.

Responsibilities

• Take full responsibility for customer success post-onboarding, driving adoption, retention, and engagement across mid-market and strategic accounts.
• Manage and mentor three teams focused on ensuring smooth product implementation and customer success across key accounts.
• Focus on driving retention, gross retention, and expanding customer relationships through strategic and tailored engagement.
• Leverage deep expertise in large-scale product implementation to guide organizations from the C-suite level to the end-user, ensuring seamless integration.
• Own the customer journey post-onboarding to ensure a smooth transition into long-term success.
• Track and report on key success metrics, including retention rates, gross retention, and product adoption rates.
• Collaborate with Sales, Marketing, and Product teams to ensure customer feedback and insights are integrated into future product improvements.
• Drive continuous improvement in customer success processes, ensuring efficiency, scalability, and alignment.
• Build strong relationships with key customer stakeholders, becoming a trusted advisor who can effectively advocate for customer needs.
• Stay deeply knowledgeable about the market by visiting customers, attending industry events, and maintaining regular engagement to understand needs.

Requirements

• 3-5 years in managing customer success teams, preferably in SaaS
• Extensive experience in implementing products in large organizations
• Proven success in managing large, complex customer relationships and improving customer retention and product adoption
• Strong leadership skills, with a focus on mentoring and developing team members
• A strategic mindset with the ability to solve problems at scale
• Ability to build strong relationships and have direct customer interactions
• Strong communication skills with the ability to engage with stakeholders at all levels
• Data-driven approach to tracking success metrics and improving processes
• Expertise in scaling customer success operations and managing cross-functional initiatives
• High emotional intelligence and the ability to build lasting relationships with customers and internal teams

Qualifications

• 3-5 years in managing Customer Success teams, preferably in a SaaS environment with strong experience in enterprise customer success roles.

Skills

* Required skills

Benefits