Director, Customer Success

#### About Stamped.io:

Stamped.io is an AI-powered eCommerce marketing platform. We enable direct-to-consumer brands to accelerate business growth by enhancing user engagement, increasing revenue, and improving customer satisfaction through Reviews & Ratings, Q&A, Visual Marketing, Loyalty & Referrals. Our constant focus on customer success and seeking new innovative ways to help brands get more value out of our products and services have made us one of the fastest-growing companies in the industry.

Headquartered in Singapore, we are a fast-growing multinational startup currently looking to build out a Canadian team, to better serve our large customer base. Join us as we take Stamped.io to the next level!

#### Role:

Do you have a clear sense of what a world-class SaaS Customer Success organization should look like? Have you been looking for that opportunity to make your vision a reality regardless of the challenges? Do you believe that there can be no business success without customer success? If you answered yes to these questions, then this might be the perfect role for you!

We are looking for a pro-active, personable, and resourceful Director of Customer Success who is willing to roll up their sleeves and to help us grow both our capabilities and team. You will drive the development of our customer success methodology taking on both ownership for the customer experience as well as being the customer advocate within Stamped.io This role is not for the faint-hearted, we are looking for people who want to roll up their sleeves and help ensure that we exceed our customers’ expectations every day.

Note: Please only apply if you are a current legal resident of Canada and comfortable working in a fully remote role.

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#### Responsibilities:

• Lead a small success team from the front, as a player-coach until you build out the team.
• Hire, coach, and develop a hungry and passionate team to drive expansion and retention while delivering against our success goals and KPIs.
• Develop, drive, track, and report on customer scorecard covering CS activities and outcomes -increase customer health and platform adoption, expansion opportunities, drive new business growth through greater advocacy and reference-ability, increase retention, and minimize churn
• maximize platform adoption/engagement, identify opportunities to cross-sell and up-sell, retention, and reduce churn. and drive new business growth through greater advocacy and reference-ability.
• Segment and tier account portfolio and design service strategy to optimize resource and talent allocation.
• Partner with the sales, partnerships, support and product teams in pre-sales, onboarding, and retention of customers.
• Represent the voice of the customer across Stamped.io – manage customer surveys, share insights and customer stories, identify growth opportunities, and advocate for our customers’ needs.
• Maintain an in-depth understanding of our platform and provide vetted, impactful customer feedback to the product team.
• Develop, document, and implement the Stamped.io Customer Success Playbook covering best practice tools and processes that improve the customer experience and ensure customer success.
• Drive positive NPS across all your reports and their customers.
• Foster an environment of collaboration and ongoing learning within the team and across the customer lifecycle.

#### Requirements:

• Live, breathe and measure SaaS metrics (ARPA / Churn / Expansion / LTV etc)
• 5+ years’ experience building and managing a team of SaaS Customer Success Managers.
• Deep experience and understanding of the customer journey and customer success best practices.
• Strong people management and development experience; demonstrated leadership through accountability, continuous training, and coaching.
• Comfortable managing and working in a geographically distributed, fast-paced remote-working environment.
• Proven track record of conducting quantitative analysis to derive insights and implement growth and retention strategies.

#### Ideal Candidate:

• Possesses an interest in start-up companies and/or eCommerce
• Flexible and can multi-task in a demanding, fast-paced environment
• Takes initiative to problem-solve quickly and with minimal disruption
• An eye for detail and formatting
• Strong analytical, communication and interpersonal skills
• Thrives in a culture of accountability

Job Type: Full-time