TeamSense

Customer Support

• Serve as one of the first connection points for customers to resolve issues quickly and help them adopt TeamSense with confidence
• Resolve Tier 1–2 customer inquiries via email, phone, and occasional video conference during Eastern Time business hours
• Troubleshoot and resolve technical issues, escalating when appropriate
• Import and validate employee data for new customers using Excel and related tools
• Write clear, helpful Help Center articles to scale customer knowledge
• Contribute ideas to improve processes, tools, and the customer experience
• Collaborate with internal teams and share insights to improve support and product workflows

Customer Support Specialist

Customer Success Manager

• Shepherd the complete post-sales customer journey from onboarding through renewal and expansion; reports to the Senior Director of Customer Success and Support
• Partner directly with plant managers, HR, and operations leaders to deliver clear ROI and build customer advocates
• Lead onboarding and training to ensure rapid time-to-value
• Facilitate discovery conversations to map desired outcomes to TeamSense capabilities
• Own adoption and enablement plans and deliver success plans tied to measurable workforce outcomes
• Secure timely renewals, identify expansion opportunities, and create customer advocates
• Deliver executive business reviews (EBRs) to demonstrate ROI and build strategic alignment
• Analyze product usage data to surface actionable insights, flag risks, and drive proactive engagement
• Manage escalations with urgency, aligning internal stakeholders to resolve challenges
• Partner cross-functionally with Product, Engineering, Support, Sales, and Marketing to champion customer needs and influence roadmap

Vice President

• Own and evolve TeamSense’s long-term product vision in partnership with the CEO, CTO, and leadership team.
• Translate vision into a clear, actionable, and prioritized roadmap.
• Lead evolution from a single product to a platform with multiple product lines.
• Identify market shifts, competitive landscape, customer needs, and emerging technologies (especially AI), and integrate them into product strategy.
• Manage product portfolio mix: core features, AI initiatives, and future bets.
• Establish a structured but adaptive product development process supporting AI-led products.
• Partner with Engineering and Design to ensure delivery meets intent, quality, and velocity.
• Set standards for discovery, requirements, testing, and validation; leverage customer pilots and beta programs.
• Implement product operations discipline: cadences, tooling, and workflows; lead executive communications and board presentations.
• Collaborate with Sales and Marketing on pricing, packaging, positioning; drive expansion, upsell, and retention through product-led growth.
• Define and own product KPIs and build instrumentation and data pipelines for analytics.
• Manage and grow the Product and Design teams; define roles, growth paths, and performance expectations.
• Represent TeamSense at conferences, industry forums, and to the Board and investors.

Customer Support Specialist

Customer Success Manager

Vice President, Product