Head of Customer Success
Remote
Full Time
Senior Executive
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:
The 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.
Key Responsibilities:
$60,000-$84,000
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:
The 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.
Key Responsibilities:
- Lead Implementation Strategy: Define and implement a comprehensive strategy for onboarding and implementing new customers, ensuring smooth transitions from sales to post-sales.
- Team Leadership: Manage, mentor, and grow a high-performing team of Implementation Specialists and Technical Support staff, fostering a culture of excellence and customer-centricity.
- Customer Onboarding: Oversee the creation and execution of tailored onboarding plans for new customers, ensuring they are set up for success from day one.
- Project Management: 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.
- Cross-Functional Collaboration: 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.
- Customer Education: Develop and implement effective customer education strategies to empower users to realize the full potential of our product.
- Continuous Improvement: Use customer feedback, data, and industry best practices to continuously improve the implementation process, tools, and resources.
- Customer Advocacy: 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.
- Metrics and Reporting: 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.
- Leadership Skills: Proven track record of leading, coaching, and developing high-performing teams. Ability to inspire and motivate a team to exceed customer expectations.
- Customer-Focused: Strong understanding of the customer journey, with a passion for delivering exceptional service and creating long-term relationships.
- Project Management Expertise: Excellent project management skills with the ability to manage multiple customer implementations simultaneously, ensuring they are completed on time and meet customer expectations.
- Technical Proficiency: Comfortable working with SaaS products and understanding technical integrations, configurations, and troubleshooting. Ability to bridge the gap between technical and non-technical customers.
- Communication Skills: Exceptional verbal and written communication skills. Ability to present complex ideas and solutions to both technical and non-technical stakeholders.
- Problem Solving: 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
Apply for this position
Required*