Director, Customer Growth – Success

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.