Head of Customer Success - Canada
June 29
🏢 In-office - Vancouver
Description
• Develop and execute a comprehensive onboarding strategy to ensure smooth transitions from sales to delivery. • Lead the initial customer handoff process, including introductory calls involving sales representatives, account managers, and technical team leads. • Oversee 30, 60, and 90-day check-ins to ensure customer satisfaction and address any concerns promptly. • Review feedback monthly and collaborate with the leadership team to identify and implement improvements. • Develop and execute re-engagement strategies, including personalized outreach and internal team huddles to brainstorm solutions. • Monitor customer health using a traffic light system (Red, Yellow, Green) and ensure regular updates are logged in HubSpot. • Collaborate with sales and technical teams to customize upsell opportunities within existing customer accounts. • Lead and mentor the customer success team, setting ambitious goals and providing guidance to ensure high performance. • Work closely with cluster heads, the Chief Business Officer, and the executive leadership team to align customer success strategies with overall business goals. • Maintain clear communication with sales, marketing, and delivery teams to ensure a cohesive approach to customer management. • Utilize HubSpot to track customer interactions, monitor engagement, and report on customer health metrics. • Provide regular updates to the executive leadership team on customer success initiatives and outcomes. • Continuously analyze market trends and customer data to refine strategies and processes.
Requirements
• Proven track record in customer success management, preferably within the technology or software development sector. • Strong leadership skills with the ability to mentor and develop a high-performing team. • Excellent analytical, organizational, and communication skills. • Experience with CRM systems, particularly HubSpot, and customer success automation tools. • Driven by targets and performance metrics, with a clear focus on results.
Benefits
• Competitive salary with a performance-based incentive plan. • Initial budget to hire and support two sales development specialists, with potential to expand the team. • Comprehensive benefits package including health, dental, and vision insurance. • Opportunities for professional growth and advancement within a supportive and innovative environment. • Vacation policy and a collaborative workplace culture.
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