Director, customer success
April 5
🏢 In-office - Toronto
Description
• Be the voice of the customer, owning the customer journey from onboarding through to retention and expansion • Build close relationships with our customers and partner with them to ensure they’re happy and seeing value in Bear • Oversee setup, workflow management, and optimization of processes • You will design & implement the playbooks for steps in customer journey • Own onboarding & launch, and hyper focused on time to value and meaningful moments • Own all customer reporting: NDR, heatmaps, and retention overviews (win/loss) • Recruit and retain a strong team of customer success managers • Build deep relationships with product & sales, be feedback greedy, and hungry for answers • Collaborate with the engineering team to automate processes, drive efficiencies and reduce costs • Provide product with fast feedback on product adoption and desired features (help build the thing)
Requirements
• Revenue-focused, customer obsessed leader, with a background in SaaS • 8+ years of experience leading customer teams • Scar tissue: you’ve seen the movie before and have what it takes to be a wartime leader • Player coach— Not afraid to roll up sleeves, get shit done → then lead your team to do the same • Resourceful, creative at getting things done, and optimizes for execution • Extreme clarity with our customers & team • Relentlessly resourceful
Benefits
• Everyone's an equity owner • Flexible work schedule focused on delivery • Comprehensive health benefits and paid sick days • Wellness days • Company get togethers throughout the year • Top of the line hardware to help you build your workspace • Customer-obsessed and a values-driven culture, with core value being our belief that our most important asset is our people
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