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Director of Customer Success
4 months ago
Director of Customer Success (Toronto or Remote Globally)
About Private AI
Founded in 2019 by privacy and machine learning experts from the University of Toronto, Private AI’s mission is to create a privacy layer for software and enhance compliance with current regulations such as the GDPR. Identifying, reducing and removing privacy risks using AI, Private AI allows companies to unlock the value of the data they collect – whether it’s structured or unstructured data. Private AI is backed by M12, Microsoft’s venture fund, and BDC, and has been named a World Economic Forum 2023 Technology Pioneer, GartnerⓇ Cool Vendor™ in Privacy, as well as one of the 2022 CB Insights AI 100, CIX Top 20, Regtech100, and more.
Learn more at:
Job Description
The Director of Customer Success is a leadership role with the responsibility of creating, executing, and optimizing our customer success strategy globally. The Director will work closely with our sales, product, and tech teams to deliver outstanding customer experience, ensure successful launches, increase customer satisfaction, and ultimately drive revenue retention and growth through upsells.
Responsibilities
- Develop and implement the customer success strategy, ensuring it aligns with the overall company vision and objectives.
- Build, train, and lead a high-performing customer success team.
- Establish key performance metrics and goals for the customer success team.
- Collaborate closely with sales, marketing, product, and operations teams to ensure a seamless customer experience.
- Identify opportunities for customer retention and expansion.
- Oversee and manage customer issues, working towards swift and successful resolutions.
- Analyze customer feedback and work with the product development team to improve offerings.
- Develop and maintain relationships with key customers.
- Manage and optimize customer onboarding and training programs.
- Provide detailed reporting to the CEO and other executives on the efficiency of customer success efforts.
Why this job is awesome
- We’re growing rapidly, and our customer base includes several large enterprises, government, healthcare institutions, and more.
- Opportunity to work with a global team, spanning India, Japan, across Canada, all the way to the UK and Spain.
- Opportunity to travel (if desired) and to work remotely.
- Opportunity to work with really interesting customers who are building great products.
- We’re affiliated with the University of Toronto, and you’ll get to work with some of the best & brightest minds in the field.
About You
- 5+ Years in a customer facing leadership role.
- Experience leading and recruiting global teams focused on post-sales success and product enablement for customers.
- Strong understanding of customer success best practices and strategies.
- Proven experience in a senior customer success role for highly technical products, preferably in a fast-paced start-up environment.
- 3+ years experience with a SaaS or other recurring revenue/service business model.
- Proven experience in a senior customer success role for highly technical products, preferably in a fast-paced start-up environment.
- Upsell and cross-sell experience within large enterprises is a must. This role has unlimited commission to motivate finding the best places for our product across different teams and geographies.
- Strong operational discipline with an analytical and process-oriented mindset. You take a data-based approach to decision making and assessment.
- Strong history of mentorship; you’ve left a legacy of successful and motivated teams.
- A servant-leader approach to management; you care about your team and their success both as a group and as individuals.
- A passion for Customer Engagement and service mentality.
- Excellent communication and presentation skills, both verbal and written
- Hands on. Passionate. Curious. Persistent. Creative.
- Excellent managerial and leadership abilities.
- Exceptional interpersonal, negotiation, and conflict resolution skills.
- Ability to work and thrive in a dynamic, rapidly changing environment.
- Ability to analyze, interpret and utilize complex data to make informed strategic decisions.
Next Steps
To apply for this job, please send a short cover letter and resume to careers@private-ai.com with the subject line “Director of Customer Success.” Bonus points if you mention your favourite type of pie within your cover letter.
