Director of SuccessWho Connecteam Is:Connecteam is a TLV-based startup that's on a mission to change the work experience for 80% of the world's global workforce - the deskless employees. Our business management platform helps thousands of businesses thrive by taking away the daily hustle and complexities of managing teams, so they can have the peace of mind to grow and run their business.
Role Overview:The Director of Success will own the post-onboarding stage for our mid-market enterprise and strategic accounts, focusing on driving long-term retention, product adoption, and customer satisfaction. This individual will lead three specialized teams, ensuring that Connecteam's product is successfully implemented across all levels of large organizations - from the C-suite to frontline employees. The Director will play a critical role in managing customer relationships, optimizing success outcomes, and improving overall customer experience.
Key Responsibilities:- Ownership of Post-Onboarding Stage: Take full responsibility for customer success post-onboarding, driving adoption, retention, and engagement across mid-market and strategic accounts.
- Team Leadership: Manage and mentor three teams focused on ensuring smooth product implementation and customer success across key accounts. Foster a high-performing team environment through clear communication, empowerment, and development.
- Customer Retention & Expansion: Focus on driving retention, gross retention, and expanding customer relationships through strategic and tailored engagement.
- Product Adoption & Implementation: Leverage deep expertise in large-scale product implementation to guide organizations from the C-suite level to the end-user, ensuring seamless integration of Connecteam's platform into their workflows.
- Customer Journey Management: Own the customer journey post-onboarding to ensure a smooth transition into long-term success, making sure customers are continuously seeing value from Connecteam.
- KPI Monitoring: Track and report on key success metrics, including retention rates, gross retention, and product adoption rates. Proactively address issues that may affect customer satisfaction or retention.
- Cross-Functional Collaboration: Collaborate with Sales, Marketing, and Product teams to ensure customer feedback and insights are integrated into future product improvements and customer strategies.
- Process Optimization: Drive continuous improvement in customer success processes, ensuring efficiency, scalability, and alignment with broader company goals.
- Customer Advocacy: Build strong relationships with key customer stakeholders, becoming a trusted advisor who can effectively advocate for customer needs within Connecteam.
- Market Knowledge: Stay deeply knowledgeable about the market by visiting customers, attending industry events, and maintaining regular engagement with key customer stakeholders to understand their needs and provide insights that influence product and service offerings.
Key Performance Indicators (KPIs):- Retention Rates: Maintain a high level of customer retention by proactively addressing challenges and optimizing customer experiences.
- Gross Retention: Ensure clients renew and stay engaged with Connecteam, driving long-term partnership success.
- Adoption Rates: Drive successful product adoption across various levels within large organizations, ensuring high usage and satisfaction from C-suite to frontline employees.
Required Experience:- 3-5 years in managing Customer Success teams, preferably in a SaaS environment with strong experience in enterprise customer success roles.
- Extensive experience in implementing products in large organizations, with a clear understanding of how to successfully onboard and drive product adoption from C-suite executives to frontline employees.
- 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 to achieve high performance.
- A strategic mindset with the ability to solve problems at scale, while focusing on customer outcomes.
- Ability to build strong relationships and have direct customer interactions, including visits and engagement to better understand their needs.
Skills & Competencies:- Strong communication skills with the ability to engage with stakeholders at all levels, from the C-suite to end-users.
- Data-driven approach to tracking success metrics and improving processes.
- Expertise in scaling customer success operations and managing cross-functional initiatives.
- Ability to think strategically while managing the day-to-day operational needs of customer success teams.
- High emotional intelligence and the ability to build lasting relationships with customers and internal teams.
Hiring process with us:At Connecteam, we aim to complete our hiring processes at lightning speed, keeping the time between when we receive your CV until you (hopefully) sign with us super short, communicative and transparent.
Benefits:- Medical coverage.
- Insurance plan.
- Paid time off for vacation, sick days.
- 401(k)
Salary range: 170-200K
We are accepting applications from employees working in the following states: Texas, New York, South Carolina, North Carolina, Colorado, Florida, Utah, and Georgia. Joining Connecteam Is The Smart Move:- We build our people up. Every team member is treated as a long-term investment and we recognize the value in always nurturing and training them so they can go above and beyond in their skills and job duties.
- We make an impact on our customer's business. We are on a mission to provide managers of all business types and sizes with the tools they need to communicate, operate, engage, and run their deskless workforce. Our product offers them an effective and affordable solution to run their business.
- We get the job done. Connecteam employees are passionate in executing their job duties so they can drive the company forward and provide real value to our customers.
- We have fun! From weekly happy hours to holiday parties, we always enjoy each other's company (and good food, of course). Connecteam is like one big, happy family!
- Everyone is welcome. Connecteam is committed to building an encouraging, caring, and supportive environment. We share a responsibility to support our team and enrich their lives.
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