Job description

Director of Customer Success

Location: Permanent Remote

Company Overview:

Adit is a leading provider of SaaS products, specializing in solutions for the healthcare industry. Our innovative products empower healthcare organizations to streamline operations, improve patient care, and enhance overall efficiency. As we continue to expand our reach across North America, we are seeking a dynamic and experienced individual to join our team as the Vice President/Director of Customer Success.

Position Overview:

Director of Customer Success will be responsible for leading our customer success initiatives, ensuring the highest level of satisfaction and retention among our North American client base. This individual will oversee a team of customer success managers and specialists, focusing on driving adoption, managing escalations, and fostering long-term relationships with our customers.

Responsibilities:

Team Leadership: Lead, mentor, and develop a team of customer success managers and specialists, providing guidance and support to drive performance and achieve departmental goals.
Customer Engagement: Develop and implement strategies to drive customer engagement, adoption, and retention of our SaaS products, ensuring maximum value realization for our clients.
Escalation Management: Serve as the primary point of contact for escalations, working closely with internal teams to address and resolve issues in a timely manner, while maintaining a high level of customer satisfaction.
Customer Advocacy: Act as a strong advocate for our customers within the organization, representing their needs and priorities in product development, roadmap planning, and strategic initiatives.
Data Analysis: Utilize data-driven insights to measure and track customer success metrics, identify trends, and proactively address areas for improvement.
Process Optimization: Continuously assess and optimize customer success processes and workflows to enhance efficiency and effectiveness, ensuring scalability as our customer base grows.
Cross-Functional Collaboration: Collaborate closely with sales, product management, and support teams to align customer success efforts with broader company objectives and initiatives.
Customer Feedback: Solicit and analyze feedback from customers to inform product enhancements, feature requests, and service improvements, driving continuous innovation and value creation.

Qualifications:

7+ years of experience in customer success or account management roles, preferably in the SaaS industry.

Proven track record of success in leading customer success teams, driving adoption, and managing escalations in a fast-paced environment.

Experience working with North American customers, preferably within the healthcare sector.

Strong people management skills with the ability to inspire and motivate teams to achieve goals and exceed expectations.

Excellent communication, negotiation, and interpersonal skills, with the ability to build rapport and trust with customers at all levels.

Analytical mindset with proficiency in data analysis and reporting tools to track and measure customer success metrics.

Strategic thinker with the ability to develop and execute customer success strategies that drive business outcomes and enhance customer satisfaction.

Should be comfortable to work in the US timings (6:30 pm to 3:30 am IST)

Why Adit?

► We trust our people and offer completely remote opportunities.

► Flexible work schedules for better work-life balance.