Director of Customer Retention and Growth

1 week ago

Québec, Quebec, Canada Truleo Full time
About Truleo

Truleo is a pioneering company that empowers law enforcement agencies with cutting-edge technology. Our patented TRU Data engine revolutionizes the way officers interact with the community, highlighting their best moments and recognizing their professionalism. We are committed to delivering unbiased and ethical products that advance the mission of professional law enforcement.

Our Mission

We strive to build trust between law enforcement and the community by providing innovative solutions that promote public safety. Our technology saves time and accurately recognizes excellence in police interactions, automatically surfacing de-escalation attempts, high composure, and high professionalism.

Job Summary

We are seeking an experienced Director of Customer Retention and Growth to lead our customer success teams and guide customer success managers (CSMs) in increasing our customer base, retention, and engagement. The ideal candidate will have a proven track record of building and nurturing customer relationships, determining customer goals, and creating action plans to achieve those goals.

Key Responsibilities
  • Manage and guide multiple direct reports, including customer success managers (CSMs).
  • Develop strategies for customer growth and retention, including analyzing data and metrics around customer engagement and growth.
  • Review customer feedback and prioritize feature requests to drive product roadmaps and projects.
  • Drive the resolution of any escalation and continually update the customer on any escalation status.
  • Retain long-term relationships by providing value throughout the customer partnership.
  • Identify any red flags or risk and communicate those to the team to create an action plan.
  • Develop and implement policies that address customer concerns.
  • Share team wins and updates with company leadership.
Requirements
  • 8+ years of Customer Success and Support experience.
  • Proven track record of successfully building and nurturing customer relationships.
  • Experience determining customer goals and creating action plans on how to achieve those goals.
  • Self-motivated, self-starter, and focused on exceeding customer expectations.
  • Demonstrated ability to adapt to change and excel in a fast-paced environment.
  • Ability to occasionally travel on-site with customers and attend conferences.
  • Demonstrated experience leading a customer success or sales team.
  • Ability to manage and guide multiple direct reports.
  • Track record of developing growth strategies and tracking progress.
  • Ability to delegate tasks and track progress of team initiatives.
What We Offer

Truleo is a well-funded, early-stage startup with a world-class technology and culture. We offer top salary, benefits, equity, and the opportunity to work with a first-class team on an impactful problem. We are committed to creating a diverse and inclusive work environment and encourage applications from people of all backgrounds.

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