Role Overview

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.

TROOP

Open Positions (1)

Customer Service

Director, Customer Growth – Success