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Director of Customer Success

1 month ago

Canada, CA LifeRaft Inc Full time

LifeRaft Director of Customer Success

This role will sit within Canada, in the Eastern, or Atlantic Time Zones. Travel to our Halifax, NS office will be required on an as needed basis, frequency dependent on incumbents location.

Dedicated to the relentless pursuit of zero missed threats, LifeRaft strives to empower businesses and individuals with innovative solutions. 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. This role requires a strong blend of leadership, customer-centric focus, and business acumen.

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
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Reduce churn and drive new business growth through greater advocacy and referral capacity
  • Define and optimize the process across the end-to-end customer journey by driving programs and initiatives to improve engagement approaches and leading a culture of continuous improvement
  • Build and lead world-class team:
  • Recruit, onboard and develop top performers
  • Develop company-wide customer success processes
  • Foster collaboration within the team and across customers, i.e developing and sharing content and data to/from internal stakeholders (e,g., Marketing, Sales, Product/Engineering, etc)
  • 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:
  • Shape future lifetime value through increased product adoption, elevated customer satisfaction, and improved overall health scores.
  • Mitigate churn rates and foster fresh business growth by amplifying advocacy and referenceability.
  • Provide transformative leadership to ensure the team is deeply motivated and engaged. Serve as an inspirational figure, leveraging the team's strengths and aligning their endeavors with the organization's mission and vision.
  • Address escalated client concerns promptly and decisively, coordinating company resources as necessary.

What You Need to Get the Job Done

  • 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)
  • Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers and internal stakeholders
  • Strategic thinker with a customer-centric mindset, capable of developing and executing effective customer success strategies to drive business outcomes
  • Experience developing, coaching and mentoring high-performing teams
  • Experience developing and delivering variable compensation structures within CS teams
  • Experience working with Corporate Security, Threat Analysts, or Open-Source Intelligence a plus

Why LifeRaft?

We pride ourselves on our innovative spirit and determination to relentlessly pursue zero missed threats for a safer world. 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. You can find more info about us here

We offer our team:

  • Attractive & competitive compensation plan & benefits
  • Investment in personal and professional growth
  • Remote work/office space (with dogs) with flexible hours
  • Flexible time off – Take a minimum of 15 days/year with no cap beyond
  • Health Benefits & $750 Yearly Lifestyle Subsidy
  • Diversity & Inclusion Committee
  • Authentic co-workers & fun social activities
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