Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Implementation Supervisor managing implementation within the Customer Success team at FDB. Driving efficiency and supervising resource allocation while onboarding diverse customers.
Responsibilities
- Manage an individual implementation case load while supporting overall team execution.
- Oversee daily implementation activities, including case intake, assignment, prioritization, and progress tracking.
- Monitor team capacity and workloads to ensure implementation timelines and customer commitments are met.
- Serve as an escalation point for implementation issues and help remove blockers.
- Support the onboarding of customers across different markets, products, and use cases.
- Lead through ambiguity by helping define, test, and refine implementation steps for new or evolving products.
- Identify opportunities to improve team efficiency, consistency, and case management practices as offerings scale.
- Partner with leadership and cross-functional teams to translate new product capabilities into repeatable implementation approaches.
- Identify training and enablement needs related to new products, markets, and customer segments.
- Provide day-to-day guidance, coaching, and feedback through case reviews and best-practice sharing.
- Share regular updates on team performance, risks, and improvement initiatives.
Requirements
- Experience in Customer Success, Implementation, or Professional Services.
- Comfort operating in environments where processes are still being defined or evolving.
- Ability to balance hands-on implementation work with supervisory responsibilities.
- Strong understanding of implementation workflows and case management tools.
- Demonstrated problem-solving skills and operational judgment.
- Strong communication, organization, and prioritization abilities.
- Experience onboarding customers across multiple products, markets, or customer segments.
- Familiarity with healthcare technology, data-driven products, or emerging product offerings.
Benefits
- Medical
- Dental
- Vision
- Long term disability
- Life insurance
- Matching 401k
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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