Director, Customer Success

Description

We are looking for a Director of Customer Success to join our team!  The successful applicant will have experience leading a team with proven successful results.  Our new director will enjoy strengthening our customer driven culture and continue to build our Customer Success team. 

What you’ll get to do:
  • Direct, develop, and lead a team of Customer Success Managers responsible for management of the initial system implementation and post-implementation Customer Success Management.
  • Contribute to organizational objectives and communicate them with the team.
  • Provide direct oversight to the team to ensure that the full scope of responsibilities to their customer base is fulfilled 
  • Stay up-to-date on the rapidly changing environment and communicate the changes necessary to remain ahead business trends
  • Build a success focused culture within the team with an emphasis on collaboration, accountability, and results.
  • Work closely with leaders in Sales, Support, E-Learning, Professional Services, and other functions to ensure alignment and promote group success.
  • Ensure that our implementation process is putting our customers in a position to be successful from the start.
  • Implement and evaluate various Customer Success strategies such as on-site visits, recurring meetings, identification of and communication with key stakeholders, etc.
  • Ensure Customer Success Managers learn their clients’ businesses, understand their needs and recommend solutions that fit those needs.
  • Ensure clients are actively using our system and any key functionality that suits their needs.
  • Implement evaluation tools to measure the effectiveness of current strategies such as surveys, system usage analysis, etc.
  • Manage ongoing Customer Success focused events including our Client Roadshows and Webinar series.
  • Promote events and product enhancements throughout our customer base.
Who you are:
  • You have 5 years of senior level experience in B2B SaaS Customer Success Management.
  • You have 2 years of management experience.
  • You have a degree in relevant field, such as Business Administration, Marketing, Information Systems, etc.
  • You have a proven ability to understand strategic objectives and align team objectives accordingly.
  • You have a proven ability to adapt best practices to suit unique business requirements.
  • You have a proven ability to lead a diverse team to deliver results.
  • You have a proven ability to make sound decisions under pressure.
  • You are fluent in English with outstanding interpersonal and communication skills.
  • Fluency in French is an asset.
What we offer:
  • An opportunity to work in a stable and exciting work environment with growth opportunities
  • Tuition reimbursement program
  • Medical and dental benefits without a waiting period
  • Three (3) weeks paid vacation
  • Location! We are in Don Mills with free parking, close to the 401 and DVP, with bike racks, and a TTC stop outside our office 
  • Defined Benefit Pension Plan
  • Employee Assistance Program
  • A culture that encourages volunteering, giving back, team activities, and teamwork 
  • Free coffee, David’s Tea, filtered water, and soft drinks
  • An open concept, bright office with access to Wilket Creek and Sunnybrook Park
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