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Director of Customer Success

2 months ago

Québec, Quebec, Canada EightSix Network Full time

About the Role

The Director of Customer Success will lead a team of dedicated Customer Success Managers, driving operational excellence and managing the adoption and enablement of our solution. This role requires delivering value to our customers, aligned to successfully meeting their defined business outcomes, while maintaining a balance with our business objectives.

Key Responsibilities

  • Lead, mentor, and inspire a team of CSMs towards measurable business objectives with personalized coaching and performance management.
  • Ensure an exceptional customer experience, managing CSMs in client engagements to ensure consistency and quality in delivering to our engagement model, aligned to customer segmentation.
  • Participate in the recruitment of new candidates and onboard/train new team members.
  • Lead the team's skill development through weekly coaching, active listening, and direct feedback, aligned to CSMs' skill level, proficiency, and career development needs and goals.
  • Identify and mitigate customer risk, leveraging customer health scores, reports, and CS tools.
  • Collaborate with CSMs and provide insight to leadership that accelerates customer journeys towards first-time value and drives adoption and expansion of our solution.
  • Ensure consistent use of our tech stack by all team members, validating that we are collecting clear and reliable data, that can be analyzed and drive action.

Requirements

  • 10+ years of end-to-end SaaS adoption experience.
  • 8+ years progressive experience in a people management role, leading a team of CSMs and supporting enterprise customers.
  • Proven track record of managing and scaling customer success teams delivering outcome-based value to complex and sophisticated enterprise clients.
  • Excellent leadership and communication skills, with the ability to influence and inspire cross-functional teams.
  • Strong understanding of SaaS business models, customer lifecycle management, and retention strategies.

About Us

We are EightSix Network, a company that values innovation and customer success. If you have a passion for delivering exceptional customer experiences and driving business growth, we encourage you to apply for this exciting opportunity.