Director Of Customer Success In Office

2 weeks ago

Toronto ON, Canada Resemble Full time

Director Of Customer Success at Together

In Office (Toronto, Canada) | Remote (Canada)

Together is a rapidly growing mentorship software provider, proudly part of the Y Combinator 2019 cohort. At Together, we empower organizations to unlock the full potential of their workforce by leveraging their collective knowledge and skills and fostering a culture of continuous learning and development. Our mentorship software has proven instrumental in enhancing engagement and retention, promoting diversity and inclusion, and catalyzing professional growth across globally recognized companies such as Heineken, Randstad, Kelloggs, and Warner Bros Discovery.

Our Mission

Together’s mission is to help every employee find and learn from peers, mentors, or experts at their company.

What You'll Do

Lead and Manage the Customer Success Team:

Oversee the customer success team's day-to-day operations.

Recruit, train, and develop team members to ensure they are equipped to meet customer needs.

Implementation and Onboarding:

Design and refine the customer onboarding process to ensure a smooth transition for clients from sales to ongoing support.

Ensure that customers achieve their initial business objectives using the company’s software.

Customer Support and Escalations:

Oversee customer support operations to ensure issues are resolved promptly and efficiently.

Act as a point of escalation for key customer issues and ensure satisfactory resolutions.

Customer Relationships and Retention:

Assist account management to build and maintain strong relationships with key customer stakeholders.

Develop strategies to increase customer retention and reduce churn.

Feedback and Product Development:

Gather customer feedback and collaborate with the product development team to guide feature enhancements and new product development.

Advocate for customers’ needs and contribute to the product roadmap planning.

Reporting and Analytics:

Develop and monitor key performance indicators (KPIs) related to customer success, such as customer satisfaction scores, and product adoption.

Report on customer success activities and outcomes to senior management and other stakeholders.

Strategic Planning:

Develop and execute strategic plans to enhance customer satisfaction and maximize customer lifetime value.

Collaborate with other department heads to align customer success initiatives with overall business objectives.

Educational Initiatives and Resources:

Develop educational materials and programs to help customers understand and effectively use the product.

Organize webinars, workshops, and other educational events to enhance customer engagement and product utilization.

Cross-Functional Collaboration:

Work closely with the sales, marketing, and product teams to ensure a cohesive customer journey and to leverage synergies across departments.

Technology and Tools Utilization:

Leverage technology and tools to enhance the customer success workflow and provide meaningful insights into customer behavior.

Qualifications

5-10 years of experience in customer success or related fields; ideally within B2B SaaS.

Proven track record of managing teams and achieving customer success metrics.

Strong proficiency with HubSpot or similar CRM tools.

Excellent leadership, communication, and interpersonal skills.

Ability to work collaboratively across departments to drive customer-centric outcomes.

Why Join Together?

At Together, you'll be part of a dynamic team that values innovation, collaboration, and the impact of mentorship. We offer a supportive work environment where you can grow your career and make a meaningful difference in how companies support their employees' development.

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