Head of Client Success

3 weeks ago


Montréal, Canada ENDVR Full time

At ENDVR, we’re focused on empowering the world’s best action sport, optical, outdoor and lifestyle brands to connect with in-store associates. We’re the digital platform focused on sales in the physical world, and we make it easy for brands to engage with retail sales associates to drive sales, share product knowledge, promote their brand, and gather data to measure success in real-time.

Our team is continuing to grow and we’re looking for a Head of Client Success who will help us build and execute a strategy for our Client Success and Customer Support teams to understand the client journey to increase ENDVR platform adoption and expansion while also improving client experience.

**What You'll Do**:

- Define and optimize the post-sale client experience from onboarding and implementation to long-term account growth and expansion, identifying key touch points and timelines for proactive engagement
- Build long-term relationships with customers by understanding their strategy, goals and pain points in order to build trust to be able to drive best practices and platform use
- Partner with the VP of Revenue to create Client Success team retention and expansion goals that roll up to company revenue targets, managing the team to target achievement and proactively coaching them to make adjustments as needed
- Manage the Customer Support team, optimizing their existing process to decrease support ticket response times and help them identify potential platform patterns & issues
- Create and implement a feedback process connecting Customer Support, Client Success and Technical Support teams to proactively identify opportunities for improvement to increase client engagement or platform bugs

**What You'll Have**:

- 7+ years of experience in a revenue-generating account expansion Client Success role
- 2+ years of experience managing a Client Success team
- Ability to identify strategic opportunities and build out a communication approach to engage with prospective partners
- Experience engaging and building relationships with multiple stakeholders within strategic partnership teams
- Strong communication skills with an ability to connect with stakeholders at varying levels of technical expertise

**Nice to Haves Include**:

- Experience overseeing both Client Success and Customer Support teams
- Experience working with retailers
- Experience selling solutions with ongoing value-streams to B2B customers
- Experience selling SAAS Experience working in a fast-growth startup environment

**About ENDVR**

We’re a fast-growing and humble start-up team that understands the impact that technology can make in the retail space. ENDVR is based in Montreal with a fun and flexible hybrid working environment.



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