TROOP

Director, Customer Growth – Success

TROOP

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

About the role

  • Help TROOP establish clear Product-market fit with our customers
  • Drive product adoption and usage through onboarding, key customer interactions, and reviewing how the TROOP product is used by our customers
  • Capture key feedback from clients to help close the gap between our product and customer usage
  • Review customer product sessions to understand hangups and potential opportunities
  • Establish framework to measure the success of our clients - time to value, engagement, and advocacy
  • Standardize processes for onboarding, customer interactions, and growth
  • Build and monitor account health scoring for TROOP clients
  • Own customer and revenue retention including expansion targets
  • Develop strategies to drive increased engagement and opportunities for customer growth and expansion
  • Build customer engagement strategies and playbooks
  • Establish KPI dashboards

Requirements

  • - 6-8+ years in SaaS customer success, account management, or revenue leadership
  • - 3–5+ years leading client success teams in a post-sale organization
  • - Experience scaling CS in growth-stage or mid-market SaaS
  • - Ability to influence cross-functional stakeholders at the executive level
  • - Data-driven decision maker with operational rigor
Benefits
  • 💻 **Remote-first within our hubs**: TROOP operates remotely with frequent in-person engagements, focusing on scaling within our legal entities in the US, Spain, and South Africa.
  • 🚀**Join the Pioneering Team**: As part of the initial team at TROOP, you'll be at the forefront of an extraordinary adventure. Picture yourself shaping the future of a fast-growing technology company where your ideas and contributions truly make a difference.
  • 🎨 **Discover an Incredible, Supportive Team and Diverse Culture**: Prepare to be amazed by the exceptional individuals who form TROOP's team. Collaborate with brilliant, multicultural minds, where diverse backgrounds unite for unparalleled collaboration.
  • 📈 **Supported by Top Investors**: TROOP's remarkable journey is backed by prestigious investors, such as the Madrona Group. Join forces with a company that has garnered the trust and support of the best in the industry. Read more about TROOP's Executive Chairman Steve Singh (Co-founder of Concur).
  • ⏰ **Paid Time Off**: We provide 23 days per year.
  • **🪂 Healthcare, Dental, Vision and Life Insurance **administered via DEEL.
  • 💚 **Mental Health Budget**: Yearly budget assistance for mental health support for all our employees.
  • ☀️**Unforgettable Adventures**: At TROOP, we cherish the bonds we create and the time we spend together. Each year, we embark on an incredible offsite to a surprise location, courtesy of TROOP. You'll have the opportunity to explore new cultures, create lasting memories, and bond with your colleagues in a unique and exciting way.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaScustomer successaccount managementrevenue leadershipKPI dashboardsdata-driven decision makingoperational rigor
Soft Skills
influencing stakeholderscustomer engagementstrategic developmentprocess standardization