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Head of Customer Success

2 months ago

Vancouver, British Columbia, Canada Devsinc Full time
{"h1": "Customer Success Leader Wanted at Devsinc", "p": "Devsinc, a leading software development agency, is seeking a seasoned customer success professional to drive customer satisfaction and growth. As a key member of our leadership team, you will oversee the entire customer lifecycle, from onboarding to feedback, engagement, and upsell opportunities.

Responsibilities:

* Develop and execute a comprehensive onboarding strategy to ensure smooth transitions from sales to delivery.
* Lead the initial customer handoff process, including introductory calls involving sales representatives, account managers, and technical team leads.
* Oversee 30, 60, and 90-day check-ins to ensure customer satisfaction and address any concerns promptly.
* Review feedback monthly and collaborate with the leadership team to identify and implement improvements.
* Develop and execute re-engagement strategies, including personalized outreach and internal team huddles to brainstorm solutions.
* Monitor customer health using a traffic light system (Red, Yellow, Green) and ensure regular updates are logged in HubSpot.
* Collaborate with sales and technical teams to customize upsell opportunities within existing customer accounts.
* Lead and mentor the customer success team, setting ambitious goals and providing guidance to ensure high performance.
* Work closely with cluster heads, the Chief Business Officer, and the executive leadership team to align customer success strategies with overall business goals.
* Maintain clear communication with sales, marketing, and delivery teams to ensure a cohesive approach to customer management.
* Utilize HubSpot to track customer interactions, monitor engagement, and report on customer health metrics.
* Provide regular updates to the executive leadership team on customer success initiatives and outcomes.

Requirements:

* Proven track record in customer success management, preferably within the technology or software development sector.
* Strong leadership skills with the ability to mentor and develop a high-performing team.
* Excellent analytical, organizational, and communication skills.
* Experience with CRM systems, particularly HubSpot, and customer success automation tools.
* Driven by targets and performance metrics, with a clear focus on results.
* Must have worked with Asian clients/companies
* Must be in Vancouver Canada
* Must be a Canadian national or should have valid work permit

Benefits:

* Opportunity to shape the future of Devsinc as a key member of the leadership teams
* Competitive salary with a performance-based incentive plan.
* Initial budget to hire and support two sales development specialists, with potential to expand the team.
* Comprehensive benefits package including health, dental, and vision insurance.
* Opportunities for professional growth and advancement within a supportive and innovative environment.
* Vacation policy and a collaborative workplace culture.
"}