Customer Success Executive - Post-Onboarding

Qumra Capital; Colorado; Remote; USD 170,000 - 200,000; Full time

Benefits offered by this job

Medical coverage

Insurance plan

Paid time off

Job summary

Connecteam is seeking a Director of Success to own the post-onboarding stage for mid-market and strategic accounts. You will lead three teams to ensure successful implementation and ongoing value realization, focusing on adoption, retention, and customer satisfaction.

You will drive long-term success by shaping the customer journey from C-suite to frontline users, tracking key metrics and collaborating with Sales, Marketing and Product to optimize outcomes. Remote-friendly within the U.S.

Qualifications

• 5+ years of managing Customer Success teams, preferably in SaaS.
• Experience implementing products in large organizations from C-suite to end user.
• Proven ability to improve customer retention and product adoption.

Responsibilities

• Own post-onboarding stage, driving adoption and engagement across mid-market and strategic accounts.
• Lead and mentor three teams ensuring successful product implementation.
• Drive retention, gross retention, and expansion through tailored engagement.
• Guide organizations from the C-suite to frontline users to ensure seamless integration.
• Own the customer journey post-onboarding and monitor value realization.
• Track KPIs on retention, gross retention, and adoption; address issues.
• Collaborate with Sales, Marketing, and Product to feed insights for improvements.
• Drive continuous optimization of CS processes for scalability.

Skills

Leadership

Strategic thinking

Customer success

Stakeholder management

Cross-functional collaboration

Problem solving

Job description

Connecteam is seeking a Director of Success to own the post-onboarding stage for mid-market and strategic accounts. You will lead three teams to ensure successful implementation and ongoing value realization, focusing on adoption, retention, and customer satisfaction.

You will drive long-term success by shaping the customer journey from C-suite to frontline users, tracking key metrics and collaborating with Sales, Marketing and Product to optimize outcomes. Remote-friendly within the U.S.