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 deskless workforce, which constitutes 80% of global employees. Our comprehensive business management platform empowers thousands of organizations by simplifying team management, allowing businesses to focus on growth and operational efficiency.
Role Overview:
The Director of Customer Success will oversee the post-onboarding phase for our mid-market enterprise and strategic accounts, with a strong emphasis on fostering long-term retention, enhancing product utilization, and ensuring customer satisfaction. This leader will manage three specialized teams, ensuring the successful implementation of Connecteam’s solutions at all organizational levels, from executives to frontline staff. A key aspect of this role will be nurturing customer relationships, optimizing success metrics, and enhancing the overall customer experience.
Key Responsibilities:
- Post-Onboarding Ownership: Assume full responsibility for customer success following onboarding, focusing on driving product adoption, retention rates, and engagement for mid-market and strategic accounts.
- Team Leadership: Lead and mentor three dedicated teams to guarantee effective product implementation and customer success. Cultivate a high-performing team culture through transparent communication and employee empowerment.
- Customer Retention & Expansion: Strategically drive retention and growth of customer relationships through customized engagement initiatives.
- Product Adoption & Implementation: Utilize extensive experience in large-scale product rollouts to guide organizations, ensuring seamless integration of Connecteam’s platform into their operational workflows.
- Management of Customer Journeys: Oversee the customer journey post-onboarding to facilitate a smooth transition to long-term success, ensuring customers consistently derive value from Connecteam's offerings.
- KPI Monitoring: Monitor and report on crucial success metrics, including retention rates and product adoption levels, addressing any issues that may impact customer satisfaction.

