Director of Success
Core
Own the post-onboarding stage for mid-market and strategic accounts, driving long-term retention, product adoption, and customer satisfaction for large organizations.
Role type
Director of Customer Success (Enterprise/Mid-Market)
Builds
Customer success outcomes, retention, and product adoption for deskless workforce management platform
Domain
SaaS / Enterprise Software / Workforce Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Team leadership, customer retention strategy, product implementation, cross-functional collaboration, process optimization, stakeholder management, data-driven decision making, strategic problem solving, relationship building, market knowledge
Preferred skills
SaaS environment experience, managing managers, scaling customer success operations, high emotional intelligence
Technologies
Connecteam platform
Responsibilities
Lead three specialized teams for product implementation and customer success; drive retention and gross retention metrics; guide large-scale product adoption from C-suite to frontline; manage customer journey post-onboarding; monitor KPIs and address satisfaction issues; collaborate with Sales, Marketing, and Product teams; optimize customer success processes; advocate for customer needs; engage with market and key stakeholders.
Seniority
Director, hands-on leadership with team management
