ArboStar is the leading all-in-one business management platform servicing clients in the green industry such as landscaping, tree care, lawn care and more, across the globe. Our innovative, cloud-based software integrates everything from CRM and scheduling to GPS tracking and business analytics, ensuring seamless workflow and exceptional customer satisfaction. With a dynamic and fast-growing team of 80+ professionals, ArboStar is committed to delivering exceptional products and services that help our clients succeed.
Why ArboStar? At ArboStar, we foster a dynamic and supportive work environment where creativity, collaboration, and dedication to excellence are valued. Join our team and help revolutionize the green industry with innovative technology and outstanding service.
We are seeking an experienced and driven Director of Customer Success to lead our Customer Success department, ensuring that our customers derive maximum value from our solutions while fostering long-term relationships.
Position Overview:
The Director of Customer Success will be responsible for leading a team of 20 professionals across three key functions: Implementation, Customer Support, and Customer Success. This role will require strategic leadership, operational excellence, and a strong focus on customer satisfaction and retention. The ideal candidate will be passionate about building customer-centric teams, driving customer success initiatives, and working collaboratively with cross-functional teams to ensure seamless delivery of services and solutions.
Department: Customer Success
Reports to: Chief Operating Officer
Requirements:
- Bachelor’s degree in Business, Marketing, or related field; MBA or advanced degree preferred.
- 7+ years of experience in a customer success, implementation, or support role, with at least 3 years in a leadership position in B2B SaaS.
- Proven experience managing and scaling customer success teams in a fast-paced, high-growth environment.
- Strong understanding of customer lifecycle management, churn reduction strategies, and customer experience best practices.
- Experience with SaaS-based products, platforms, and technologies is highly preferred.
- Exceptional communication, leadership, and interpersonal skills, with the ability to inspire and influence both internal teams and external stakeholders.
- Data-driven and results-oriented mindset with a track record of improving customer retention and satisfaction.
- Ability to think strategically and execute tactically, balancing short-term needs with long-term goals.
- Strong problem-solving skills and the ability to thrive in a fast-moving, evolving environment.
Responsibilities:
Leadership and Team Management:
- Lead, mentor, and develop a high-performing team of Customer Success Managers, Implementation Specialists, and Customer Support representatives.
- Foster a collaborative environment that encourages continuous learning, innovation, and team growth.
- Set clear goals, KPIs, and performance expectations for each team member, ensuring alignment with ArboStar’s strategic objectives.
- Conduct regular performance reviews, provide feedback, and support professional development opportunities.
Customer Success Strategy:
- Define and execute the customer success strategy to ensure customer retention, satisfaction, and expansion.
- Oversee the onboarding and implementation processes, ensuring timely and successful product adoption for new clients.
- Develop and implement proactive strategies to identify at-risk customers and work with internal teams to drive retention and mitigate churn.
- Establish and maintain strong relationships with key stakeholders at client organizations to better understand their goals and challenges.
Cross-functional Collaboration:
- Work closely with Sales, Product, and Marketing teams to align customer feedback, product roadmaps, and service offerings with customer needs.
- Collaborate with the Product team to communicate customer insights and feature requests that can improve the customer experience.
- Ensure smooth handoff from Sales to Customer Success and collaborate with the team to ensure customer goals are met throughout the customer lifecycle.
Operational Excellence:
- Continuously improve internal processes and systems to optimize customer experiences, increase efficiency, and reduce response times.
- Implement and maintain performance tracking systems, ensuring timely and accurate reporting on customer health, retention, and satisfaction.
- Analyze customer data and feedback to identify trends, areas for improvement, and opportunities to upsell or cross-sell products.
Customer Advocacy and Retention:
- Serve as the voice of the customer within ArboStar, advocating for customer needs and ensuring that customer feedback is acted upon.
- Drive the creation of customer success stories, case studies, and testimonials to showcase the value and impact of ArboStar’s solutions.
- Develop and manage customer success initiatives that encourage long-term, loyal partnerships and expansion opportunities.
Metrics and Reporting:
- Develop and maintain key performance indicators (KPIs) for customer success and report on team performance to executive leadership.
- Use data-driven insights to continually improve team effectiveness and overall customer satisfaction.
- Track and manage customer health scores, retention rates, Net Promoter Scores (NPS), and other relevant metrics.
What We Offer:
- Work schedule: 16:00 — 00:00 (EET/UTC+2)
- Only remote work
- An opportunity to significantly influence the direction of the company;
- Steep learning curve and personal growth opportunities;
- Access to courses and training;
- Corporate English language training;
- Paid vacation;
- Competitive salary.