Director of Customer Success

1 week ago

Detroit, Michigan, United States Kleer and Membersy Full time
Job Description

We are seeking a highly skilled and experienced Director of Customer Success to lead our Mid-Market and SMB customer success initiatives. As a key member of our team, you will be responsible for developing and implementing strategies to drive customer retention, growth, and loyalty within this segment.

About the Role

This is a unique opportunity to join a dynamic and growing company that is revolutionizing the dental industry. As the Director of Customer Success, you will be responsible for:

  • Leading a team of Customer Success Managers and Specialists to achieve individual and team goals.
  • Developing and executing strategies to drive customer retention and expansion within the Mid-Market and SMB segment.
  • Establishing processes and metrics to monitor customer health, identify risks, and proactively address issues to prevent churn.
  • Collaborating with sales and marketing teams to identify opportunities for upselling and cross-selling to existing SMB customers.
  • Building strong relationships with Mid-Market and SMB customers and serving as their advocate within the organization.
  • Implementing programs and initiatives to enhance customer satisfaction, loyalty, and advocacy.
  • Gathering feedback from customers to understand their needs, preferences, and pain points, and using this insight to improve our products and services.
  • Developing and optimizing processes, tools, and systems to streamline customer onboarding, support, and account management processes.
  • Ensuring adherence to best practices and standards for customer success operations.
  • Monitoring key performance indicators (KPIs) and metrics to track the effectiveness of customer success initiatives and drive continuous improvement.

Requirements

To be successful in this role, you will need:

  • A bachelor's degree in business, marketing, communications, or a related field; MBA or equivalent experience preferred.
  • A proven track record of success in a customer-facing leadership role, preferably in a SaaS, dental strategic sales, or dental technology company serving Mid-Market and SMB customers.
  • A strong understanding of Mid-Market and SMB dental market dynamics, customer needs, and challenges.
  • Excellent communication, interpersonal, and relationship-building skills.
  • A demonstrated ability to lead and develop high-performing teams.
  • An analytical mindset with the ability to leverage data and metrics to drive decision-making and measure success.
  • A strategic thinker with the ability to develop and execute effective customer success strategies.

What We Offer

We offer a competitive salary, variable compensation plan, and employee equity. Our company culture is entrepreneurial, creative, and passionate, and we are committed to building an inclusive, varied culture that welcomes, promotes, supports, and celebrates the diverse backgrounds of our employees.

About Us

Kleer and Membersy are leading providers of dental membership solutions, serving over 20,000 dentists and millions of patients across the United States. Our mission is to make professional oral care accessible to everyone with a membership model that patients and providers love.

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