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Director, Customer Success

4 months ago

Old Toronto, Canada Sales Talent Agency Inc. Full time
Our client is a fast-growing health-tech company Their cognitive health SaaS tool helps practitioners get the objective data needed from their patients in order to make educated decisions surrounding their healthcare. They recently secured a significant round of funding and are now aggressively looking to grow their sales team. As such, they are now looking to hire an experienced and dynamic sales leader to help lead and grow their Account Executive team.

What You Will Be Doing

Retention metrics are the heart and soul of a SaaS-based business—as a result, this role is pivotal within the organization. Reporting to the Chief Product Officer, the Director, Customer Success will assume full accountability over driving revenue retention, customer renewals and upsell activity, as well as ensuring clients are beyond satisfied with the consultative and support services they are receiving throughout the customer lifecycle. The perfect candidate for this role will have a proven track record of successfully managing customer success organizations and team members to exceed their targets.

They are searching for an experienced and enthusiastic leader with a strategic mindset coupled with a readiness to dive into operational details. The Director, Customer Success is an agent for positive change and fosters a culture of trust, collaboration, growth and iteration.

As a Director Of Customer Success, You Will

  • Take ownership of the overall strategic vision, direction and associated metrics that govern success of the CS Team, while working cross-functionally to identify, prioritize, effectively communicate and execute new processes that enable team members to exceed their goals
  • Assume ownership of all core activities to maximize retention i.e. Net Revenue Retention, Customer Retention, Contract Utilization, Expansion Revenue from Upsell / Cross Sell and Net Promoter Score, ensuring that we consistently meet or exceed annual revenue retention targets
  • Become a knowledge expert on the their product. Maintain an intimate knowledge of our product, staying on top of updates and developments. Actively and regularly engage with our customers to understand their evolving needs and challenges
  • Manage and grow several of our largest accounts ($300k+ in yearly revenues), enabling you to stay close to the practice of customer success while contributing meaningfully to revenue growth
  • Coach, train and hire high performing managers and individual contributors that manage a diverse portfolio of accounts (SMB, Mid-Market and Enterprise)—whether it’s driving more value in our day-to-day interactions or implementing negotiation principles and tactics that result in win-win situations, you’ve got the experience and expertise to help the team level up across all stages of the customer lifecycle
  • Leverage existing customer data, analytics and feedback to derive actionable insights to improve the end-to-end customer journey, influence product improvements, etc.
  • Design, scale and optimize new systems, processes and workflows to ensure a high degree of efficiency and productivity of CS related activities
  • Build and maintain strong relationships and collaborate cross-functionally with Sales, Marketing, Product, Engineering and Finance teams
  • 3 days in office to meet with the team and contribute to our company culture

The Skills And Experience We Are Looking For

  • 7+ years of progressive customer success and/or sales experience, working in an environment where you were responsible for driving customer retention, renewals, customer onboarding, lifecycle management and support
  • 2+ years in a customer success or sales leadership role within a health tech SaaS-based company
  • A passion for science and healthcare
  • A desire and ability to roll up your sleeves and get into the details to truly understand the job of your direct reports and team members
  • Extensive experience with retention metrics, preferably overseeing multiple layers of an organization hierarchy
  • Experience working in start-up and/or early to mid-stage companies. Demonstrated ability to thrive in a fast paced and dynamic working environment
  • A track record of adapting to change and contributing to a company’s evolution
  • Experience working with a diverse portfolio of accounts (SMB, Mid-Market, and Enterprise)
  • Undergraduate degree or college diploma, preferably in business
  • Highly analytical and strategic but also possesses a genuine curiosity and a hands-on approach to getting into the details
  • Extensive experience using SalesForce to pull data and detailed reports

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