Director of Success

Director of Success Who Connecteam Is: Connecteam is the leading platform for managing deskless teams, trusted by over 80,000 businesses worldwide. We built Connecteam for real operators - the people running shifts, jobs, and teams across stores and sites. The kind of work that doesn’t happen behind a desk, and doesn’t have time for messy spreadsheets, scattered group chats, or tools that don’t talk to each other. Connecteam brings daily operations and team communication into one intuitive app - from hiring and scheduling to training, tasks, and day-to-day coordination. It gives teams the clarity and control to run the day, shift after shift, job after job. Backed by $220M+ from Insights Partners, Stripes, and Tiger Global, Connecteam is rapidly expanding worldwide - empowering frontline teams to work smarter, stay connected, and operate with greater efficiency. About The Role: The Director of Success will own the post-onboarding stage for our mid-market enterprise and strategic accounts, focusing on driving long-term retention, product adoption, and customer satisfaction. This individual will lead three specialized teams, ensuring that Connecteam’s product is successfully implemented across all levels of large organizations – from the C-suite to frontline employees. The Director will play a critical role in managing customer relationships, optimizing success outcomes, and improving overall customer experience. Key Responsibilities: Ownership of Post-Onboarding Stage: Take full responsibility for customer success post-onboarding, driving adoption, retention, and engagement across mid-market and strategic accounts. Team Leadership: Manage and mentor three teams focused on ensuring smooth product implementation and customer success across key accounts. Foster a high-performing team environment through clear communication, empowerment, and development. Customer Retention & Expansion: Focus on driving retention, gross retention, and expanding customer relationships through strategic and tailored engagement. Product Adoption & Implementation: Leverage deep expertise in large-scale product implementation to guide organizations from the C-suite level to the end-user, ensuring seamless integration of Connecteam’s platform into their workflows. Customer Journey Management: Own the customer journey post-onboarding to ensure a smooth transition into long-term success, making sure customers are continuously seeing value from Connecteam. KPI Monitoring: Track and report on key success metrics, including retention rates, gross retention, and product adoption rates. Proactively address issues that may affect customer satisfaction or retention. Cross-Functional Collaboration: Collaborate with Sales, Marketing, and Product teams to ensure customer feedback and insights are integrated into future product improvements and customer strategies. Process Optimization: Drive continuous improvement in customer success processes, ensuring efficiency, scalability, and alignment with broader company goals. Customer Advocacy: Build strong relationships with key customer stakeholders, becoming a trusted advisor who can effectively advocate for customer needs within Connecteam. Market Knowledge: Stay deeply knowledgeable about the market by visiting customers, attending industry events, and maintaining regular engagement with key customer stakeholders to understand their needs and provide insights that influence product and service offerings. Key Performance Indicators (KPIs): Retention Rates: Maintain a high level of customer retention by proactively addressing challenges and optimizing customer experiences. Gross Retention: Ensure clients renew and stay engaged with Connecteam, driving long-term partnership success. Adoption Rates: Drive successful product adoption across various levels within large organizations, ensuring high usage and satisfaction from C-suite to frontline employees. Experience & Skills: 5 years in managing Customer Success teams, pref