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Strategic Customer Success Director
2 months ago
Company Overview
Devsinc, a leading software development agency, specializes in delivering a range of technology solutions through staff augmentation, dedicated teams, and complete software outsourcing.
We're a growth-driven organization, fueled by organic success and referrals, with tens of millions in revenue. Our goal is to expand further by establishing a robust customer success function targeted at enhancing customer satisfaction and driving business growth.
Role Overview
We're seeking a strategic and customer-focused Head of Customer Success to lead our customer success initiatives, ensuring our customers achieve their desired outcomes while using our services.
This role involves overseeing the entire customer lifecycle, from onboarding to feedback, engagement, and upsell opportunities, ensuring high levels of customer satisfaction and retention.
The Head of Customer Success will report directly to the Chief Business Officer.
Responsibilities
- Develop and Execute a Comprehensive Onboarding Strategy
Develop and execute a comprehensive onboarding strategy to ensure smooth transitions from sales to delivery.
Lead the Initial Customer Handoff ProcessLead the initial customer handoff process, including introductory calls involving sales representatives, account managers, and technical team leads.
Oversee Customer Satisfaction and RetentionOversee 30, 60, and 90-day check-ins to ensure customer satisfaction and address any concerns promptly.
Review Feedback and Implement ImprovementsReview feedback monthly and collaborate with the leadership team to identify and implement improvements.
Develop and Execute Re-Engagement StrategiesDevelop and execute re-engagement strategies, including personalized outreach and internal team huddles to brainstorm solutions.
Monitor Customer HealthMonitor customer health using a traffic light system (Red, Yellow, Green) and ensure regular updates are logged in HubSpot.
Collaborate with Sales and Technical TeamsCollaborate with sales and technical teams to customize upsell opportunities within existing customer accounts.
Lead and Mentor the Customer Success TeamLead and mentor the customer success team, setting ambitious goals and providing guidance to ensure high performance.
Align Customer Success Strategies with Business GoalsWork closely with cluster heads, the Chief Business Officer, and the executive leadership team to align customer success strategies with overall business goals.
Maintain Clear CommunicationMaintain clear communication with sales, marketing, and delivery teams to ensure a cohesive approach to customer management.
Utilize HubSpot to Track Customer InteractionsUtilize HubSpot to track customer interactions, monitor engagement, and report on customer health metrics.
Provide Regular Updates to the Executive Leadership TeamProvide regular updates to the executive leadership team on customer success initiatives and outcomes.
Continuously Analyze Market Trends and Customer DataContinuously analyze market trends and customer data to refine strategies and processes.
Requirements
- Proven Track Record in Customer Success Management
Proven track record in customer success management, preferably within the technology or software development sector.
Strong Leadership SkillsStrong leadership skills with the ability to mentor and develop a high-performing team.
Excellent Analytical, Organizational, and Communication SkillsExcellent analytical, organizational, and communication skills.
Experience with CRM Systems and Customer Success Automation ToolsExperience with CRM systems, particularly HubSpot, and customer success automation tools.
Driven by Targets and Performance MetricsDriven by targets and performance metrics, with a clear focus on results.
Must Have Worked with Asian Clients/CompaniesMust have worked with Asian clients/companies.
Must Be in Vancouver, CanadaMust be in Vancouver, Canada.
Must Be a Canadian National or Have a Valid Work PermitMust be a Canadian national or have a valid work permit.
Benefits
- Opportunity to Shape the Future of Devsinc
Opportunity to shape the future of Devsinc as a key member of the leadership teams.
Competitive Salary with a Performance-Based Incentive PlanCompetitive salary with a performance-based incentive plan.
Initial Budget to Hire and Support Two Sales Development SpecialistsInitial budget to hire and support two sales development specialists, with potential to expand the team.
Comprehensive Benefits PackageComprehensive benefits package including health, dental, and vision insurance.
Opportunities for Professional Growth and AdvancementOpportunities for professional growth and advancement within a supportive and innovative environment.
Vacation Policy and Collaborative Workplace CultureVacation policy and a collaborative workplace culture.
