Director of Customer Success
3 weeks ago
Key Responsibilities:
- Develop and execute customer success strategies that ensure customer satisfaction, retention, and growth
- Lead and scale the customer success team, providing guidance, and mentorship to achieve exceptional performance
- Drive the implementation of data-driven approaches to track and enhance customer experiences
- Collaborate with cross-functional teams (Sales, Marketing, Product Development) to align customer success initiatives with company goals
- Establish and refine customer success metrics and KPIs to measure performance and identify areas for improvement
- Engage with key customers to understand their needs and ensure our services exceed their expectations
- Foster a culture of continuous improvement, encouraging innovation and efficiency in customer service delivery
- Conduct regular reviews of customer feedback, market trends, and competitive insights to inform strategy adjustments
- Represent the voice of the customer internally, providing insights to the product team for future enhancements
- Bachelor's degree in Business, Marketing, or related field. A Master's degree is a plus
- Minimum 5 years of experience in customer success or account management in SaaS companies, with a proven track record of scaling customer success functions
- Strong leadership skills with the ability to motivate and guide a team
- Excellent communication and interpersonal skills, with a talent for building strong customer relationships
- Data-driven mindset with experience in utilizing metrics and analytics to guide strategies
- Demonstrated ability in driving customer retention and growth
- Deep understanding of customer success best practices and the digital health market
- Agile and adaptable to changing environments, with the ability to manage multiple priorities effectively
Health, Vision and Dental
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