Director, Customer Growth & Success

Director, Customer Growth & Success

Remote / US-based on CDT & EST time-zone

About TROOP:

TROOP is the meeting planning & group travel logistics platform that helps you bring people together for successful in-person meetings. TROOP helps you manage the complexities of meeting planning, turning logistical challenges into meaningful connections and better outcomes for your team.

We’re on a mission to change the way companies bring people together—and that starts with building a team that thrives on innovation, collaboration, and impact. At TROOP, we’re transforming how teams meet—making in-person gatherings smarter, more efficient, and easier to plan. But we’re not just revolutionizing meeting logistics. We’re building a company where people love to work.

TROOP's Culture:

TROOP is a global, remote-first company with a distributed team and hubs across the US, Spain, and South Africa. While we work remotely, we place a strong emphasis on frequent in-person meetings to build trust, deepen collaboration, and strengthen personal connection.

Our culture is grounded in shared values:

Ubuntu: “I am because we are” — reflecting our belief in collective success.

Create: Embracing innovation through bold ideas.

Impact: Succeeding together through meaningful results.

Connect: Harnessing the power of personal connection to bring people together.

About The Role:

We are hiring a Director of Customer Growth & Success to lead our post-sale organization. This role will own the full customer lifecycle after initial sale - including onboarding, product adoption, retention, expansion, and advocacy. This leader will help build and lead a team that is focused on driving product usage, retention, and customer expansion. The role is very cross-functional and will require partnership with Marketing, Sales, Product Marketing, Product, and RevOps.

TROOP is an early stage startup, and we are building a new product while establishing a new category of small meetings automation. We are continuing to drive towards Product-market fit (PMF) and broader product adoption. The Director of Customer Growth & Success will play a critical role in helping us establish PMF through direct customer interactions to gather insights to align back to our Product organization.

The Director of Customer Growth will report to the VP of Sales currently leading Go-to-Market.

Responsibilities:

Product Alignment:

• Help TROOP establish clear Product-market fit with our customers
• Drive product adoption and usage through onboarding, key customer interactions, and reviewing how the TROOP product is used by our customers
• Capture key feedback from clients to help close the gap between our product and customer usage
• Review customer product sessions to understand hangups and potential opportunities

Customer Success:

• Establish framework to measure the success of our clients - time to value, engagement, and advocacy
• Standardize processes for onboarding, customer interactions, and growth
• Build and monitor account health scoring for TROOP clients

Revenue & Growth:

• Own customer and revenue retention including expansion targets
• Develop strategies to drive increased engagement and opportunities for customer growth and expansion
• Build customer engagement strategies and playbooks

Metrics:

• Establish KPI dashboards including:
• Net Revenue Retention
• Expansion ARR
• Customer Health and NPS
• Product Adoption
• Time-to-Value
• Help optimize CS tech stack (CRM, CSP, automation tools)

Requirements

• 6-8+ years in SaaS customer success, account management, or revenue leadership
• 3–5+ years leading client success teams in a post-sale organization
• Experience scaling CS in growth-stage or mid-market SaaS
• Ability to influence cross-functional stakeholders at the executive level
• Data-driven decision maker with operational rigor

Benefits

💻 Remote-first within our hubs: TROOP operates remotely with frequent in-person engagements, focusing on scaling within our legal entities in the US, Spain, and South Africa.

🚀Join the Pioneering Team: As part of the initial team at TROOP, you'll be at the forefront of an extraordinary adventure. Picture yourself shaping the future of a fast-growing technology company where your ideas and contributions truly make a difference.

🎨 Discover an Incredible, Supportive Team and Diverse Culture: Prepare to be amazed by the exceptional individuals who form TROOP's team. Collaborate with brilliant, multicultural minds, where diverse backgrounds unite for unparalleled collaboration.

📈 Supported by Top Investors: TROOP's remarkable journey is backed by prestigious investors, such as the Madrona Group. Join forces with a company that has garnered the trust and support of the best in the industry. Read more about TROOP's Executive Chairman Steve Singh (Co-founder of Concur).

⏰ Paid Time Off: We provide 23 days per year.

🪂 Healthcare, Dental, Vision and Life Insurance administered via DEEL.

💚 Mental Health Budget: Yearly budget assistance for mental health support for all our employees.

☀️Unforgettable Adventures: At TROOP, we cherish the bonds we create and the time we spend together. Each year, we embark on an incredible offsite to a surprise location, courtesy of TROOP. You'll have the opportunity to explore new cultures, create lasting memories, and bond with your colleagues in a unique and exciting way.