We are seeking a dynamic and experienced Director of Customer Success to join our team. As a leader in the digital health space, we're looking for someone who can scale our SaaS operations while maintaining a laser focus on customer satisfaction. This role is perfect for a leader who thrives in a fast-paced environment and is passionate about driving excellence in customer delivery.
Key Responsibilities:
- Develop and execute customer success strategies that ensure customer satisfaction, retention, and growth.
- Lead and scale the customer success team, providing guidance, and mentorship to achieve exceptional performance.
- Drive the implementation of data-driven approaches to track and enhance customer experiences.
- Collaborate with cross-functional teams (Sales, Marketing, Product Development) to align customer success initiatives with company goals.
- Establish and refine customer success metrics and KPIs to measure performance and identify areas for improvement.
- Engage with key customers to understand their needs and ensure our services exceed their expectations.
- Foster a culture of continuous improvement, encouraging innovation and efficiency in customer service delivery.
- Conduct regular reviews of customer feedback, market trends, and competitive insights to inform strategy adjustments.
- Represent the voice of the customer internally, providing insights to the product team for future enhancements.
Requirements
- Bachelor's degree in Business, Marketing, or related field. A Master’s degree is a plus.
- Minimum 5 years of experience in customer success or account management in SaaS companies, with a proven track record of scaling customer success functions.
- Strong leadership skills with the ability to motivate and guide a team.
- Excellent communication and interpersonal skills, with a talent for building strong customer relationships.
- Data-driven mindset with experience in utilizing metrics and analytics to guide strategies.
- Demonstrated ability in driving customer retention and growth.
- Deep understanding of customer success best practices and the digital health market.
- Agile and adaptable to changing environments, with the ability to manage multiple priorities effectively.
Benefits
Health, Vision and Dental
