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Head of Customer Success

Head of Customer Success

Dapt(Multiple States), US
30+ days ago
Job type
  • Full-time
  • Quick Apply
Job description

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 :

  • 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.

    • Requirements :

  • 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.

    • Nice-to-Have :

  • Experience working in a fast-paced startup environment.
  • Knowledge of project management tools (e.g., Jira, Calendly, Monday.com).

    • Salary Range :

  • $60,000-$84,000   Powered by JazzHR
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    Head Of Customer • (Multiple States), US