Dapt Tech Inc. Head of Customer Success Remote · Full time Company website

Apply for Head of Customer Success

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).