About the job
Director of Customer Success
About Connecteam:
Connecteam is an innovative startup based in Tel Aviv, dedicated to transforming the work experience for the 80% of the global workforce who are deskless employees. Our comprehensive business management platform empowers thousands of organizations by simplifying team management, enabling them to focus on growth and operational efficiency.
Role Overview:
The Director of Customer Success will take charge of the post-onboarding process for our mid-market enterprise and strategic accounts, emphasizing long-term retention, product usage, and customer satisfaction. This role involves leading three specialized teams to ensure the successful implementation of Connecteam's platform across all organizational levels, from the C-suite to frontline staff. The Director will be pivotal in fostering customer relationships, optimizing success metrics, and enhancing the overall customer experience.
Key Responsibilities:
- Ownership of Post-Onboarding Stage: Assume full responsibility for customer success after onboarding, promoting adoption, retention, and engagement among mid-market and strategic accounts.
- Team Leadership: Oversee and mentor three teams focused on delivering seamless product implementation and ensuring customer success. Cultivate a high-performing team environment through effective communication and professional development.
- Customer Retention & Expansion: Drive retention and gross retention while expanding customer relationships through strategic and personalized engagement tactics.
- Product Adoption & Implementation: Utilize extensive experience in large-scale product deployments to assist organizations, ensuring smooth integration of Connecteam's platform into their operational workflows.
- Customer Journey Management: Manage the customer journey post-onboarding to guarantee a smooth transition to long-term success, ensuring customers continually derive value from Connecteam.
- KPI Monitoring: Monitor and report on essential success metrics, including retention rates and product adoption levels, proactively addressing any issues that may impact customer satisfaction.

