Director of Customer Success

$100,000 - $100,000/Yr

Homeland, S.A. - Tampa, FL

Full-time - Senior

Tampa, FL

101-250 employees

Furniture, Home Furnishings, Electronics, and Appliance Retailers

About the position

The Director of Customer Success at Homeland is a leadership role focused on enhancing customer engagement, growth, and retention within the SaaS sector, specifically in the post-acute and long-term care markets. This position requires exceptional communication skills and a proven track record in customer success management, aiming to improve the overall customer experience and satisfaction. The role involves guiding a team of Customer Success Managers and Specialists, developing scalable customer strategies, and collaborating with various stakeholders to drive positive outcomes for clients.

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

• 401(k)
• AD&D insurance
• Dental insurance
• Health insurance
• Health savings account
• Vision insurance