Director of Customer Support and Success

2 days ago

Toronto, Canada Orchestry Software Inc Full time

**About Us**:
Orchestry Software is a pioneering SaaS company in the Microsoft 365 space, committed to simplifying and enhancing workplace productivity through cutting-edge solutions. Our comprehensive platform leverages automation, workspace templates, and intelligent recommendations to drive workspace standardization, governance, reporting, archiving, and guest management. We empower organizations to streamline their processes and achieve greater efficiency and effectiveness.

We are seeking a strategic and results-oriented Director of Customer Support and Success to join our leadership team. In this role, you will be responsible for driving customer satisfaction, retention, and growth by developing and executing strategies that align with our business goals. You will lead a team of customer success and support professionals, fostering a customer-centric culture and ensuring that our clients receive exceptional value from our solutions. Additionally, you will be responsible for customer retention and renewals, managing the support team, and overseeing the response to customer tickets.

**Key Responsibilities**:

- Develop and implement a comprehensive customer success strategy that enhances customer satisfaction, loyalty, and retention.
- Lead, mentor, and grow the customer success team, providing guidance and support to ensure high performance and professional development.
- Manage a team of support members, ensuring timely and effective responses to customer tickets and issues.
- Establish and maintain strong relationships with key customers, acting as a trusted advisor and point of escalation.
- Collaborate with cross-functional teams, including sales, marketing, product, and support, to ensure a seamless customer experience.
- Monitor and analyze customer success metrics, providing regular reports and insights to the executive team.
- Drive customer engagement and adoption of Orchestry's solutions through proactive outreach, training, and support.
- Identify opportunities for upselling and cross-selling to existing customers, contributing to revenue growth.
- Develop and implement processes and best practices to improve the efficiency and effectiveness of the customer success and support teams.
- Oversee customer retention and renewal processes, ensuring high renewal rates and long-term customer relationships.
- Represent the voice of the customer within the organization, advocating for customer needs and feedback in product development and strategic planning.

**Requirements**:

- Proven experience in a customer success leadership role, specifically in the software or SaaS industry.
- Strong track record of driving customer satisfaction, retention, and growth.
- Excellent leadership and team management skills, with the ability to inspire and motivate a remote team.
- Experience managing support teams and overseeing the response to customer tickets.
- Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
- Analytical mindset with the ability to leverage data to drive decisions and improve performance.
- Strategic thinker with a customer-centric approach and a passion for delivering exceptional customer experiences.
- Experience with customer success tools and CRM systems.
- Ability to work independently and thrive in a fast-paced, dynamic environment.

**Why Join Us**:

- Opportunity to play a key role in a growing and innovative company.
- Collaborative and inclusive company culture.
- Flexible remote work environment.
- Competitive salary and benefits package.
- Opportunities for professional growth and advancement.

  • Director, Customer Success

    3 weeks ago

    Toronto, Canada SAS Full time

    : **Director, Customer Success - Canada & Healthcare** **Nice to meet you!** We’re a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers. We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking...

  • Director, Customer Success

    3 months ago

    Toronto, Canada Vena Solutions Inc. Full time

    This is a flexible position and has the option of working in our Toronto office full time, hybrid throughout the week or working entirely remotely._ Position Summary Are you someone who loves to develop people and build deep and meaningful client relationships in a fast-paced environment? Do you enjoy advocating for customers and making them wildly...

  • Director of Customer Success

    4 months ago

    Toronto, Canada ACTO Technologies Full time

    About ACTO ACTO is a leading SaaS company specializing in innovative solutions for the Life Sciences industry. Our mission is to empower organizations with cutting-edge technology to drive efficiency and success. Position Summary Key Responsibilities - KPI Achievement: - Drive the team to meet or exceed established KPIs, including Gross Retention, Net...

  • Customer Success Director

    7 months ago

    Toronto, Canada Backbase Full time

    **The job in short** As Customer Success Director, you have accountability and responsibility for managing the success of the customers in your portfolio. **Meet the job** In this role you make a significant contribution helping Backbase enterprise customers successfully execute their digital transformation program through our products, professional...

  • Director of Customer Success

    2 months ago

    Toronto, Canada Magnet Forensics Full time

    **Who We Are; What We Do; Where We’re Going** Magnet Forensics is a global leader in the development of digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT-related devices. We are continually innovating so our customers can deploy advanced and effective tools to protect their companies,...

  • Director, Customer Success

    7 months ago

    Toronto, Canada Varicent Full time

    A named leader by Forrester in the sales performance management space, Varicent was founded in 2005 when we pioneered sales performance management software. Evolving quickly to become the fastest growing software company in North America according to Deloitte’s Fast 50 in 2010, Varicent was acquired by IBM in 2012 and has since been re-founded as an...

  • Director of Customer Success

    4 weeks ago

    Toronto, Canada Magnet Forensics Full time $140,000

    Who We Are; What We Do; Where We’re Going Magnet Forensics is a global leader in the development of digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT-related devices. We are continually innovating so our customers can deploy advanced...

  • Director, Customer Success Management

    6 months ago

    Toronto, Canada MongoDB Full time

    The worldwide data management software market is massive (According to IDC, the data management software market is forecast to grow to approximately $153 billion in 2027, representing a 13% compound annual growth rate). At MongoDB we are transforming industries and empowering developers to build amazing apps that people use every day. We are the leading...

  • Director, Product Owner

    2 months ago

    Toronto, Canada Royal Bank of Canada Full time

    **Job Summary** **What is the opportunity?** Intelligent Operations combines traditional SRE with FinOps, SecOps, and AIOps to generate AI-powered insights and automated management of our IT systems, enhancing the efficiency and resiliency of our business processes. As Director, Product Owner, you will help create and drive the IntelligentOps strategic...

  • Director, Customer Success

    6 months ago

    Toronto, Canada Quickplay Full time

    **About us-** Here at Quickplay we believe in transparency, fairness, and collaboration while we passionately work on some of the toughest use cases in OTT video; and are enthusiastic about massive scale and agility. If you get excited about building the future of OTT video, delivering exceptional customer experiences, and building high performing global...

  • Director of Customer Success, North America

    7 months ago

    Toronto, Canada EcoOnline Full time

    **About us.** **Workplace safety is a fundamental part of our DNA, and we take pride in ensuring that we make a positive impact on the lives of others.** By developing leading software solutions that safeguard people and the environment, we are positively impacting the world. Leveraging data and technology to drive a modern culture of health and safety...

  • Customer Success Associate

    6 months ago

    Toronto, Canada Intelex Technologies Full time

    **Position Overview**: **Responsibilities and Deliverables**: - Own the ongoing Intelex relationship with assigned customers as it relates to increasing adoption, ensuring retention, and securing loyalty. - Provide reactive assistance to a segment of customers as required. - Aid in the refinement of the digital CS experience - Work to establish a...

  • VP Director

    4 months ago

    Old Toronto, Canada Director File Full time

    We have VP Director Job openings for a senior leadership role responsible for overseeing and guiding the strategic direction of a specific department or division within the organization. This role involves setting objectives, managing teams, and ensuring the achievement of key performance indicators to drive the company’s success.Key...

  • VP Director

    4 months ago

    Old Toronto, Canada Director File Full time

    We have VP Director Job openings for a senior leadership role responsible for overseeing and guiding the strategic direction of a specific department or division within the organization. This role involves setting objectives, managing teams, and ensuring the achievement of key performance indicators to drive the company’s success.Key...

  • Customer Success Leader

    2 months ago

    Toronto, Canada NASDAQ Full time

    The Nasdaq IR Insight Customer Success Leader is responsible for customer retention, adoption, and satisfaction across the Americas region. This role requires exceptional leadership, communication, and problem-solving skills to motivate, develop, and recruit and retain employees while rewarding and cultivating a culture of high performance. Through the...

  • Customer Success Account Management Director

    2 months ago

    Toronto, Canada Microsoft Full time

    Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can...

  • Director, Product Owner

    4 weeks ago

    Toronto, Canada Royal Bank of Canada Full time

    Job Summary ...

  • Director, Customer Success

    7 months ago

    Toronto, Canada Vena Solutions Inc. Full time

    This is a flexible position and has the option of working in our Toronto office full time, hybrid throughout the week or working entirely remotely._ #LI-remote_ Are you someone who loves to develop people and build deep and meaningful client relationships in a fast-paced environment? Do you enjoy advocating for customers and making them wildly successful? Do...

  • Director, Analysis

    2 months ago

    Old Toronto, Canada Director File Full time

    Reporting to the Senior Director of Threat Intelligence, you will be responsible for intelligence collection, analysis, and production. You will be assessing trends and providing recommendations to support end-users across the enterprise.Skills:Experience working within Threat Intelligence. A background in a Security Operations Center is nice to...

  • Customer Success Analyst

    4 days ago

    Toronto, Canada Harry Rosen Full time

    It's fun to work in a company where people truly BELIEVE in what they're doing! - We're committed to bringing passion and customer focus to the business._ Customer Success Analyst Full Time Permanent - Reporting to Director, Customer Success_ - Harry Rosen_ - Central Office, 77 Bloor Street W._ - Hybrid (Remote/Office)_ Harry Rosen is the premier...