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 minimum of direct management experience.
You have a degree in a 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
Apply Now
To help us with our recruitment effort, please indicate your email/cover letter where (vacanciesincanada.ca) you saw this job posting.