Director Customer Success

3 weeks ago

Remote, Canada ROAR Full time

**About ROAR**:
ROAR is a purpose-driven technology company committed to fostering safer workplaces through innovative solutions. Our patented panic alarm technology, utilizing bi-directional protection, ensures the safety of at-risk workers with the touch of a button. We empower industries such as hospitality and healthcare with wearable panic buttons, revolutionizing workplace safety while embodying our values as a certified B-Corporation.

**Position Overview**:
Reporting directly to the Vice President of Customer Success Operations, the Customer Success Manager will play a pivotal role in ensuring the seamless adoption and ongoing satisfaction of our solutions among our client base. This leadership position will involve overseeing a team dedicated to customer success operations, driving engagement, retention, advocacy, and paving the way for product adoption, while aligning with the company's mission and values.

**Responsibilities**:

- **Customer Advocacy**: To advocate for customer needs, representing the voice of the customer in strategic planning meetings or product roadmap discussions.
- **Customer Segmentation**: Segment customers based on their needs, behaviors, or lifecycle stages to tailor engagement strategies more effectively.
- **Customer Success Reviews**: Conducting regular business reviews with key customers, utilizing a data-driven approach to assess their progress, product utilization, address challenges, and identify opportunities for deeper partnership or upselling.
- Renewal and Expansion Management: Strong focus on expanding customer lifetime value through the implementation of customer renewal management strategies combined with development of referral programs to expand customer base.
- Customer Experience: Cultivate strong relationships with customers, gathering testimonials and facilitating case studies to showcase the tangible value of the product.
- **Leadership**: Lead and mentor the customer success team, fostering a culture of collaboration, accountability, and continuous improvement.
- **Upselling and Cross-selling**: Collaborate with the sales team to identify and capitalize on upsell and cross-sell opportunities within the existing customer base, setting and achieving sales targets to contribute to revenue growth and customer lifetime value, while developing strategies to effectively communicate the value of upsell opportunities to customers.
- **Customer Success Metrics Reporting**: Establish and monitor key performance indicators (KPIs) to track customer health, satisfaction, and engagement, implementing action plans as needed. Report on the overall health of the customer base, trends in customer satisfaction, and the impact of customer success initiatives.
- **Escalation Management**: Serve as a primary point of contact for escalated customer issues, working closely with internal stakeholders to resolve issues promptly and effectively.
- **Continuous Improvement**: Develop standard operating procedures ensures a consistent and predictable engagement with customers, enhancing the overall customer experience. Deliver training materials, webinars, and workshops, to educate clients and maximize value realization.

**Requirements**:

- Bachelor's degree in business, marketing, or a related field; advanced degree preferred.
- 5+ years of experience in customer success management or related roles, preferably in a technology or SaaS environment.
- Proven track record of building and leading high-performing teams, with a focus on driving customer satisfaction and retention.
- Exceptional communication and interpersonal skills, with the ability to build strong relationships and influence stakeholders at all levels.
- Strong analytical skills, with the ability to interpret data and insights to drive informed decision-making.
- Passion for customer advocacy and a deep commitment to delivering value and driving positive outcomes for clients.
- Comfortable working in a fast-paced, dynamic environment with a high degree of autonomy and accountability.
- Understanding of sales techniques, negotiation strategies, and customer psychology is vital for this role.
- 3+years’ experience in sales activities, such as prospecting and closing deals related to identifying and capitalizing on upsell and cross-sell opportunities.

**Benefits**:

- Competitive compensation package.
- Comprehensive healthcare benefits (Medical, Dental, Vision).
- Flexible PTO policy.
- Parental leave.
- Stock option plan.
- Remote work flexibility.

**Diversity & Inclusion**:
**Join Us**:

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