Director, Customer Success

5 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 teams-you have landed on the right opportunity as we seek out our next Customer Success Leader.

**About the role**:
**Mindset is the most important qualification criteria, so we want to start there**:

- **_Focus on Impact_** You have a strong sense of accountability, problem solving, leaning in and doing "what it takes” even if outside your direct responsibilities in order to have a positive impact for our customers, our team, and Quickplay as a company.
- **_Stay Curious_** Defined as always striving to learn and explore new things, and seeking out root causes & interdependencies. Continuous learning and improvement is your catchphrase.
- **_Be Supportive_** You understand and perpetuate the importance of collaboration. Known to help your peers succeed, build trusting relationships, putting customers and the broader team's interests first.
- **_Speak Up_** You have an obligation to dissent and let your voice be heard; believing that blameless interactions are best used to help you & your colleagues grow.

**Develop and Execute Customer Success Strategy**:

- Develop and execute a top tier comprehensive customer success strategy to optimize a consistent & high quality customer journey, aligned with Quickplay goals.
- Define & track key metrics and performance indicators to measure customer success and satisfaction to regularly educate internal stakeholders.
- Drive continuous improvement initiatives to enhance the overall customer experience.
- Serve as the primary point of contact (including escalation), managing all interactions and service deliveries between Quickplay and the customer from start to ongoing operations.

**Team Leadership and Development**:

- Develop and oversee our Customer Success Management teams goals & deliverables.
- Lead, mentor, inspire & professionally develop a global team of Customer Success Quickplayers.
- Foster a culture of collaboration, accountability, and customer-centricity within the team.

**Customer Relationship Management**:

- Build and maintain strong relationships with key customer stakeholders, acting as their primary point of contact for escalations and strategic discussions.
- Proactively engage our customers by staying curious about their evolving business needs, challenges, and goals. Aiding in your alignment of our services to provide those customers with the best possible industry leading solutions.
- Anticipate and address customer concerns or issues timely and effectively.

**Customer Onboarding and Training**:

- Oversee the onboarding process for new customers, ensuring a smooth transition and successful implementation of products and/or services.
- Develop and deliver customer training programs to maximize product adoption and usage.
- Provide ongoing support and guidance to customers to drive value realization and ROI.

**Cross-Functional Collaboration**:

- Advocate within Quickplay for customers within our Engineering, Product, and Sales teams, inclusive of product enhancements and improvements.
- Collaborate closely with Sales, Product, and Marketing teams to align Customer Success initiatives with Quickplay business objectives.
- Responsible for building robust relationships with key stakeholders, such as product heads and engineering leaders, external technology partners, lending to seamless communication & coordination throughout the customer lifecycle.

**Performance Monitoring and Reporting**:

- Manage the timely, high-quality, and budget-compliant delivery of major development projects, including program management, reporting, and planning.
- Monitor key performance metrics related to customer success, including customer satisfaction data, retention rates, and upsell/cross-sell opportunities.
- Continuously oversee service delivery and quality, identifying opportunities for improvement, and conducting regular performance evaluations both internally and with our customers.
- Analyze data and trends to identify areas for improvement and develop actionable insights.
- Prepare regular reports and presentations for senior management, highlighting achievements, challenges, and opportunities.

**About You—**

**Success in this role requires**:
**Experience & Qualifications**:

- Focus on Impact, Stay Curious, Be Supportive, Speak Up_
- 10+ years of progressive experience in similar roles. Preferably in the Sports and Entertainment space.
- Strong leadership skills with proven ability to inspire and motivate teams to achieve excellence.
- Excellent communication, presentation, and interpersonal skills.
- Strategic thinker with a customer-focused mindset and a track record of driving posi

  • Customer Success Director

    2 weeks ago

    Toronto, Ontario, Canada Varicent Full time

    Job Title: Customer Success DirectorVaricent is seeking a seasoned Director of Customer Success to lead our North American Customer Success team. As a key member of our organization, you will be responsible for developing and executing strategies to drive customer growth, retention, and satisfaction.Key Responsibilities:* Lead a team of Customer Success...

  • Customer Success Director

    6 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 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...

  • Director, Customer Success

    1 month 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, Customer Success

    6 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

    1 week 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

    6 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...

  • Executive Director

    4 weeks ago

    Old Toronto, Canada Director File Full time

    Job Opportunity: Executive DirectorWe are seeking a highly skilled and experienced Executive Director to lead our team at Director File. As a key member of our senior leadership team, you will be responsible for driving our organization's strategic vision and goals.Key Responsibilities:Develop and implement strategic plans to achieve organizational...

  • Customer Success Manager

    5 months ago

    Toronto, Canada the Ladders Full time

    POSITION SUMMARYReporting to the Director, Partnerships & Ecosystem, the Customer Success Manager will be responsible for driving the overall success and satisfaction of Vector customers. The Customer Success Manager will serve as a key point of contact and advocate for our customers, ensuring they

  • Director, Customer Success Management

    5 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...

  • VP Director

    3 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

    3 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 Associate

    5 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...

  • Customer Success Leader

    4 weeks 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

    1 week 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...

  • Sr. Director, Customer Success

    6 months ago

    Toronto, Canada GroupBy Full time

    Who we are GroupBy's cloud-native SaaS technology powers the world's most relevant and highly converting eCommerce websites. Our composable Product Discovery Platform powered by Google Cloud Discovery AI, provides industry-leading features for data enrichment, search, recommendations, navigation, personalization, merchandising and search analytics and much...

  • Director, Customer Success

    5 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...

  • Customer Success Account Management Director

    1 week ago

    Toronto, Ontario, Canada Microsoft Canada Full time

    Microsoft Canada is committed to empowering its customers to achieve their full potential through the power of technology.We are seeking a highly skilled Customer Success Account Management Director to join our team and help drive business outcomes for our customers. This role is responsible for leading customer success initiatives, building strong...

  • Manager of Customer Success

    5 months ago

    Toronto, Canada MaintainX Full time

    MaintainX is the world's leading mobile-first workflow management platform for industrial and frontline workers. We are a modern IoT enabled cloud based tool for maintenance, safety, and operations on equipment and facilities. MaintainX powers operational excellence for 7,500+ businesses including Duracell, Univar Solutions Inc., Titan America, McDonald's,...

  • Personal Growth Success Coach

    4 weeks ago

    Toronto, Ontario, Canada Ignite your success Full time

    Unlock Your Full PotentialAre you a driven individual seeking a new challenge that aligns with your passion for personal growth and empowerment? We are partnering with a premier mindfulness and personal empowerment organization to enhance its global impact.We are searching for a highly motivated and results-oriented Personal Growth Success Coach to join our...