Full Time Director

2 weeks ago

Halifax NS, Canada LifeRaft Full time

LifeRaft Director of Customer Success
We pride ourselves on our commitment to customer success and are looking for a strategic and experienced Director of Customer Success to lead and optimize the overall client experience, ensuring customer satisfaction, retention, and advocacy. You will oversee a team of customer success managers and specialists, driving excellence in client interactions and outcomes. The ideal candidate will have a proven track record of building and maintaining strong client relationships, driving business outcomes, developing and implementing client success strategies and managing a team who delivers exceptional customer service. If you are a strategic leader with a passion for driving client success and satisfaction, we invite you to join our team and help us deliver exceptional value to our clients.
What You do as a LifeRaft Director, Customer Success

Reporting to the Chief Revenue Officer and working alongside other revenue team leaders, you’ll build a strong team culture by managing and overseeing the activities and performance of the Customer Success Team
Set the overall vision and strategic plan for the Customer Success team, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements
Develop company-wide customer success processes
e developing and sharing content and data to/from internal stakeholders (e,g., Drive operational practices to track performance of teams and individuals

Collaborate with sales management to synchronize strategies, forecast renewals, devise coverage plans, and identify both opportunities and risks within accounts
Drive Account Growth Outcomes:
Proven experience (8+ years) in customer success, account management, or similar customer-facing roles within a B2B SaaS environment.
Proven experience leading a team of 10+ team members, developing and utilizing strong leadership and people management skills, and the ability to inspire and motivate a team to achieve their goals
Successful track record of achieving customer renewal and expansion targets as the owner of customer success in an organization
Strong knowledge of business processes such as renewal & expansion playbooks, CSM process, and contract management
Analytical mindset with the ability to leverage data to make informed decisions and drive customer success strategies.
Experience implementing and optimizing customer success tools and systems (experience with salesforce, Catalyst, Dealhub, and/or Gong a plus)
Demonstrated ability of effective account and customer management (understanding their needs, addressing their challenges, finding the best path moving forward in our relationships)
Strategic thinker with a customer-centric mindset, capable of developing and executing effective customer success strategies to drive business outcomes
Experience working with Corporate Security, Threat Analysts, or Open-Source Intelligence a plus
LifeRaft provides a threat intelligence and investigations platform, Navigator, to corporate security teams around the world, including some of the biggest brands you've probably referenced today Navigator is designed to identify, track, and validate issues from open source channels (surface, deep web, and darknet) related to executive safety, fraud prevention, and asset & infrastructure protection. Our technology is helping keep these companies, their people, and their operations safe – making a real impact in the world we all live in.
The diversity of our team is integral to our success. We are a team of passionate and tenacious individuals and pride ourselves in fostering a curious, caring, and positive culture. Remote work/office space (with dogs) with flexible hours
Flexible time off – Take a minimum of 15 days/year with no cap beyond
Diversity & Inclusion Committee
Authentic co-workers & fun social activities
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