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...