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Director, Customer Success

Vancouver, British Columbia
Our client is revolutionizing the way people learn online by giving them the tools they need to turn their expertise into a sustainable business that impacts both them and their audience. 

Their Vancouver, BC team is growing and looking to add a Director, Customer Success to lead the Customer Success team of the company’s top price tier, Plus. In this role, you'll have the opportunity to develop and implement initiatives to increase retention, improve customer satisfaction, and eventually identify cross-selling and up-selling opportunities. Additionally, you will manage and develop a Success team centered around helping customers reach their business goals. 

Director, Customer Success
Vancouver, BC

What you’ll be doing: 
  • Leading, coaching, and developing a growing team of 6 
  • Developing and implementing the Plus Success strategy, specifically how to increase customer retention and improve customer satisfaction
  • Developing proactive CSM touch points and value adds
  • Working closely with Sales to ensure a strong working relationship that optimizes for retention and revenue
  • Collaborating with Sales, Product and Marketing on an aligned strategy for Plus, including creating more opportunities to increase MRR
  • Building metrics, KPIs and dashboards to report on and present objective results 
  • Collaborating with the Infrastructure team to ensure the Success team is meeting the Uptime SLAs and has emergency protocols in place
What you bring: 
  • 3+ years experience managing customer accounts and at least 2+ years of experience managing customer facing teams in a SaaS or software environment 
  • The desire to hire, teach, mentor, and coach others
  • A proven track record aligning team members, processes, and systems to drive customer loyalty
  • Hands on experience building and scaling a Customer Success Team
  • Ability to work in a fast-paced environment, where you think on your feet and creatively troubleshoot to solve problems
  • A background using data and analytics in decision making
  • Familiarity with tracking customer NPS, churn and activation
  • Experience working with Salesforce, Slack, Asana, Google Drive, Zendesk, TextExpander, a plus 
Sounds like you & piqued your interest?  Great - apply now!

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