Director of Customer Success

4 days ago

tampa, United States HOMELAND LLC Full time

Job Summary

Homeland has partnered with a leading SaaS provider, who provides solutions for the post-acute and long-term care markets. They are seeking an experienced and results-oriented Director of Customer Success. This role requires exceptional communication skills and a proven track record in driving customer engagement and project management. Since their founding in 2008, they have expanded to over 250 team members, serving more than 12,000 care sites and positively impacting millions of patients, clients, and residents.


As the Director of Customer Success, you will lead initiatives to enhance customer success, growth, and retention. You will play a pivotal role in shaping the customer journey, improving the overall experience, and ensuring maximum satisfaction. The ideal candidate will have a strong background in customer success management, ideally within healthcare or SMB environments, along with experience in developing scalable customer playbooks for a one-to-many approach. Essential skills include strong cross-functional collaboration, excellent communication, and a deep understanding of the post-acute and long-term care markets. A genuine passion for delivering exceptional customer experiences and nurturing long-term client relationships is crucial.


Join us for an exciting career in the SaaS, healthcare technology, and home care industry with an award-winning, fast-growing company. Enjoy the dynamic culture of a startup while benefiting from the stability of a well-established organization with over 10 years of experience. Collaborate with some of the largest agencies, technology vendors, and healthcare tech leaders globally, and be part of a company consistently recognized as one of the best places to work.


Responsibilities

  • Guide a team of Customer Success Managers and Specialists to deliver exceptional service and ensure customer success
  • Utilize customer feedback and data to identify opportunities for product and process improvements
  • Create and implement strategies that drive customer outcomes and enhance satisfaction
  • Share progress and results with key stakeholders, including C-suite executives
  • Establish clear goals and responsibilities for the Customer Success team, ensuring alignment with company objectives
  • Provide senior leadership with reports on key performance indicators (KPIs), offering insights into customer health and success


Requirements

  • Over 5 years in account management and 2+ years in team leadership, focusing on team growth and customer success strategies
  • Experienced with ClickUp, Microsoft Tools, Salesforce, Adobe, and various product-related tools
  • Strong skills in delegation and prioritization, essential for managing teams while achieving strategic goals and key performance indicators (KPIs)
  • A customer-first approach, emphasizing empathy and understanding of customer needs to ensure satisfaction and long-term success
  • Strong adaptability and communication skills are crucial in a fast-paced environment with rapidly evolving customer needs and technology
  • Demonstrated success in driving product growth through retention, upselling, and cross-selling initiatives, contributing to revenue targets and overall business success


Benefits

Our client offers a comprehensive benefits package, including Medical, Dental, Vision, HSA, Basic Life and AD&D insurance, 401K, and more


Summary

Apply today


EEO Notice

Homeland LLC is an Equal Opportunity Employer. Homeland LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Homeland LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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