Director of Customer Success

7 days ago

Old Toronto, Ontario, Canada OneLocal Full time
Director of Customer Success - Enterprise and SMB

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Director of Customer Success - Enterprise and SMB at OneLocal Toronto, Canada

Our mission is to serve as the ultimate partner for our clients, offering not just individual impactful products, but a holistic approach that combines cutting-edge technology with local marketing expertise. We achieve this through our SMB brand OneLocal, and our white-labeled solution AgencyEngine ). we're passionate about empowering small and medium businesses (SMBs) worldwide with our comprehensive suite of AI-powered digital marketing solutions.

We are currently seeking a dynamic and experienced Director of Customer Success - Enterprise and SMB to join our team. In this role, you will be instrumental in shaping the strategy and operations of our customer success function, reporting directly to the COO leading the customer success team composed of 23 exceptional individuals, and collaborating with other departments across the organization.

Who You Are:

As the Director of Customer Success - Enterprise and SMB, you are a strategic leader with a proven track record of success in scaling customer success in fast-paced organizations providing enterprise SaaS. You are passionate about addressing growing pains in Implementation, Account Management, and Support. You thrive in a fast-paced environment and are not afraid to roll up your sleeves to get the job done.

Key Responsibilities:

  • Develop and implement customer success strategies and processes to ensure client satisfaction and retention.
  • Lead and grow the customer success leads, fostering a culture of excellence, empathy, and continuous improvement.
  • Serve as a senior point of contact and escalation for key clients.
  • Collaborate with cross-functional teams to align dozens of customer success initiatives with company goals.
  • Leverage data to identify opportunities for improvement and make decisions.
  • Monitor and report on customer success metrics, driving initiatives to improve customer satisfaction and loyalty.
  • Work closely with the Sales, Delivery, and Product teams to support customer acquisition and growth strategies.

Qualifications:

  • 8+ years of experience in Enterprise CS roles, with at least 2 years in a Director role within a SaaS company.
  • Strategic thinker able to draw insights from customer interactions and data, and turn them into actionable strategies for both the customer success team and product development.
  • Proven track record of leading customer success teams to achieve business and customer satisfaction goals.
  • Ability to thrive in a fast-paced, ambiguous, and ever-changing environment.
  • Strong communication, interpersonal, and leadership skills.

Nice to Have:

  • Experience with marketing and SMB SaaS
  • Demonstrated ability to influence product development and roadmap priorities based on customer feedback and data, ensuring alignment with customer needs.
  • Background in project management or consulting, with strong analytical and problem-solving skills.

Why You'll Love Working Here:

  • The opportunity to have a major impact at a growing company that is helping small and medium-sized businesses grow their digital presence
  • Remote first: We have committed to a remote-first work environment. This means our roles are open to candidates who can work between the core hours of 9 am- 5 pm EST
  • 3 weeks paid vacation + 5 paid personal days
  • Stock options in a YC-backed start-up
  • Virtual social events: coffee chats with your colleagues and weekly happy hours

At OneLocal, we are committed to building a diverse and inclusive workplace where all employees feel valued, respected, and empowered to succeed. We encourage applications from candidates of all backgrounds, experience levels, and perspectives. Join us in shaping the future of digital marketing for SMBs around the world

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