Apply on Employer Site

WelcomeHome Software · 3 weeks ago

Director of Customer Success

Atlanta, GA

Full-time

Hybrid

Lead/Staff, Director/Executive

5+ years exp

WelcomeHome is an Atlanta-based SaaS startup focused on developing a leading Customer Relationship Management (CRM) platform for the senior living and home care sectors. The Director of Customer Success will oversee the Customer Success Managers, implementing strategies to retain and support home care clients while collaborating with various teams to enhance client engagement.

Predictive AnalyticsSoftware

Responsibilities

Developing and executing a comprehensive customer success strategy for home care customers, aligned with company growth goals

Defining and monitoring customer success metrics, leading indicators, and actionable insights to drive proactive engagements

Leading, mentoring, and scaling a high-performing Customer Success team, including onboarding, account management, and customer training

Establishing scalable processes for proactive customer engagement

Streamlining and improving client outreach and success strategies

Maintaining existing processes in collaboration with implementation, operations, sales, and product teams

Serving as the executive sponsor on strategic accounts, cultivating trusted advisor relationships with key stakeholders

Qualification

Customer Success StrategyCustomer RetentionTeam ManagementCritical ThinkingCommunication SkillsProcess-Driven ApproachFranchise OperatorsRelationship Building

Preferred

5+ years of prior experience working in enterprise software customer success

3+ years of managerial experience with a track record of motivating and developing team members, in addition to improving customer retention and advocacy

Demonstrated ability to recruit and grow a team of high performers

Critical thinking and problem solving skills

Excellent communication, presentation, and relationship-building skills, including executive-level influence

A highly organized, process-driven approach

Experience working with franchise operators