Head of Customer Success
Dapt(Multiple States), USjob_description.job_card.30_days_ago
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job_description.job_card.job_descriptionThe Head of Customer Success will play a critical role in ensuring the successful onboarding and implementation of our software for new customers. You will lead a dedicated team responsible for managing the end-to-end implementation process, ensuring that customers achieve their desired outcomes quickly and efficiently. This role is pivotal in driving customer satisfaction, retention, and long-term success with our product. Lead Implementation Strategy : Define and implement a comprehensive strategy for onboarding and implementing new customers, ensuring smooth transitions from sales to post-sales. Manage, mentor, and grow a high-performing team of Implementation Specialists and Technical Support staff, fostering a culture of excellence and customer-centricity. Oversee the creation and execution of tailored onboarding plans for new customers, ensuring they are set up for success from day one. Drive the execution of customer implementation projects, ensuring all milestones are met on time and within scope. Proactively manage risks and resolve issues as they arise. Work closely with Sales, Product, and Engineering teams to ensure that customer requirements are fully understood and that the product is configured and integrated to meet those needs. Develop and implement effective customer education strategies to empower users to realize the full potential of our product. Use customer feedback, data, and industry best practices to continuously improve the implementation process, tools, and resources. Serve as a trusted advisor to customers, ensuring that their needs are met and that they are consistently seeing value from the product. Help customers align the product to their business objectives. Track and report on key performance indicators (KPIs) for the implementation process, including customer satisfaction, time-to-value, and retention rates. Use insights to drive improvements. Experience : 5+ years of experience in customer success, implementation, or technical project management within a SaaS environment. Previous experience in a leadership role overseeing a customer success or implementation team. Proven track record of leading, coaching, and developing high-performing teams. Ability to inspire and motivate a team to exceed customer expectations. Strong understanding of the customer journey, with a passion for delivering exceptional service and creating long-term relationships. Excellent project management skills with the ability to manage multiple customer implementations simultaneously, ensuring they are completed on time and meet customer expectations. Comfortable working with SaaS products and understanding technical integrations, configurations, and troubleshooting. Ability to bridge the gap between technical and non-technical customers. Exceptional verbal and written communication skills. Ability to present complex ideas and solutions to both technical and non-technical stakeholders. Strong analytical and problem-solving skills with a proactive, solution-oriented mindset. Experience working in a fast-paced startup environment. Knowledge of project management tools (e.g., Jira, Calendly, Monday.com). $60,000-$84,000 Powered by JazzHR
Head of Customer Success Location :
- Remote Company Overview : At Dapt, we're committed to helping our customers grow and succeed by providing them with accurate, up-to-date data.
- Starting with simplifying job cost accounting, we've crafted a robust, adaptable, and user-friendly SaaS solution.
- As we continue to expand, we are looking for a dynamic and experienced Head of Customer Success with a focus on implementation to lead our efforts in delivering outstanding post-sales experiences for our clients.
Job Overview :
Key Responsibilities :
Team Leadership :
Customer Onboarding :
Project Management :
Cross-Functional Collaboration :
Customer Education :
Continuous Improvement :
Customer Advocacy :
Metrics and Reporting :
Requirements :
Leadership Skills :
Customer-Focused :
Project Management Expertise :
Technical Proficiency :
Communication Skills :
Problem Solving :
Nice-to-Have :
Salary Range :
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Head Of Customer • (Multiple States), US
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