Head of Customer Success

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April 26

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Dapt

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B2B • Fintech • SaaS

Dapt is a company that simplifies job costing by intelligently connecting payroll, accounting, time-tracking, and other resources to provide up-to-date and accurate data. By integrating with popular accounting systems like QuickBooks and ADP, Dapt allows businesses to easily track projects, analyze profitability, and streamline invoicing processes. Dapt helps organizations save time and reduce errors associated with manual data entry and spreadsheet use.

2 - 10 employees

Founded 2021

🤝 B2B

💳 Fintech

☁️ SaaS

📋 Description

• Lead Implementation Strategy: Define and implement a comprehensive strategy for onboarding and implementing new customers, ensuring smooth transitions from sales to post-sales. • Team Leadership: Manage, mentor, and grow a high-performing team of Implementation Specialists and Technical Support staff, fostering a culture of excellence and customer-centricity. • Customer Onboarding: Oversee the creation and execution of tailored onboarding plans for new customers, ensuring they are set up for success from day one. • Project Management: Drive the execution of customer implementation projects, ensuring all milestones are met on time and within scope. • Cross-Functional Collaboration: Work closely with Sales, Product, and Engineering teams to ensure that customer requirements are fully understood and that the product is configured and integrated to meet those needs. • Customer Education: Develop and implement effective customer education strategies to empower users to realize the full potential of our product. • Continuous Improvement: Use customer feedback, data, and industry best practices to continuously improve the implementation process, tools, and resources. • Customer Advocacy: Serve as a trusted advisor to customers, ensuring that their needs are met and that they are consistently seeing value from the product. • Metrics and Reporting: Track and report on key performance indicators (KPIs) for the implementation process, including customer satisfaction, time-to-value, and retention rates. Use insights to drive improvements.

🎯 Requirements

• 5+ years of experience in customer success, implementation, or technical project management within a SaaS environment. • Previous experience in a leadership role overseeing a customer success or implementation team. • Proven track record of leading, coaching, and developing high-performing teams. • Strong understanding of the customer journey, with a passion for delivering exceptional service and creating long-term relationships. • Excellent project management skills with the ability to manage multiple customer implementations simultaneously, ensuring they are completed on time and meet customer expectations. • Comfortable working with SaaS products and understanding technical integrations, configurations, and troubleshooting. • Exceptional verbal and written communication skills. • Strong analytical and problem-solving skills with a proactive, solution-oriented mindset. • Experience working in a fast-paced startup environment. • Knowledge of project management tools (e.g., Jira, Calendly, Monday.com).