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 compliance and sustainability.

If you’re interested in impacting the lives of others and being a part of a rapidly growing global organization, we hope you’ll consider joining us

**About the Role**

We are seeking an experienced and dynamic Director of Customer Success to lead
our North American Customer Success department across multiple product lines. In this role, you will be responsible for overseeing and optimizing the customer journey, ensuring successful adoption of our various software products, and providing top-notch technical support.

You will lead a team of Customer Success Managers, and Technical Support Specialists, directly managing team members while also providing leadership and guidance to other indirect reports. As a key member of our Customer Success leadership team, you will report to the VP of Customer Operations.

**Responsibilities**
1. **Team Leadership**:

- Directly manage and mentor a team of Customer Success Managers, and Technical Support

Specialists.
- Provide leadership and guidance to other team members in an indirect capacity, fostering a

collaborative and high-performance culture within the department.

2. **Customer Journey Optimization**:

- Develop and implement strategies to enhance the overall customer experience and

satisfaction across multiple product lines.
- Collaborate with cross-functional teams, including Sales, Product Development, Engineering

and Marketing, to ensure alignment with organization initiatives.
- Develop customer management strategies for the team to deploy ensuring positive

customer growth including upsells and cross sells.

3. **Technical Support Management**:

- Manage the Technical Support team, ensuring timely and effective resolution of customer

issues and inquiries related to all product lines.
- Implement and monitor support performance metrics and KPIs.

4. **Customer Success Strategy**:
Information classification: Internal
- Develop and execute a comprehensive customer success strategy across all product lines to

drive customer retention, expansion, and advocacy.
- Identify opportunities for upselling and cross-selling to existing customers across different

product offerings.

5. **Customer Feedback and Insights**:

- Gather and analyse customer feedback and data across multiple product lines to identify

trends, issues, and opportunities for improvement.
- Ensure ongoing feedback loop with Product and engineering teams to advocate necessary

changes and enhancements based on customer insights for each product.

6. **Reporting and Metrics**:

- Create and maintain reports on customer success metrics, including team performance

indicators and scorecards, customer satisfaction, NPS, and retention rates for each customer

segment and product line.
- Provide regular updates to the VP of Customer Operations on departmental performance.

**Qualifications**
- Bachelor's degree in Business, Marketing, or a related field.
- Proven experience in leading and managing Customer Success, and Technical Support teams in a B2B SaaS environment, preferably across multiple product lines.
- Strong understanding of customer success best practices, customer journey mapping, and customer feedback analysis.
- Excellent communication and interpersonal skills.
- Data-driven mindset with the ability to use analytics to make informed decisions.
- Strong leadership and team-building abilities.
- Ability to thrive in a fast-paced, dynamic environment.

**What We Offer**:
EcoOnline has a **flexible workplace policy** that allows you to **work on a hybrid **remote basis, both from home and** **in the Toronto office**. We want you to be able to do your best work no matter where you are. We emphasize providing many ways to support our team to do their best work, and we believe that if you look after your people, they look after everything else

**Interested but don’t feel you meet all the qualifications?**

**Diversity, Equity & Inclusion.

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