Digital Signage Success Strategist

5 days ago

Toronto, Ontario, Canada Rise Vision Inc. Full time
Head of Customer Success Opportunity

Rise Vision Inc. is seeking an experienced customer success leader to join our team.

About Rise Vision

We've been making digital signage easy for organizations worldwide since 1992. Our software is trusted in over 100 countries, and we're proud to have helped organizations achieve their goals with our intuitive tools and exceptional customer service.

Job Overview

We're looking for a Head of Customer Success who will lead our customer success team in executing our revenue strategy to achieve our gross revenue retention goals. This role requires a strong understanding of customer success processes, sales support, and product expertise.

Key Responsibilities:
  • Owning customer success processes for scaled SMB and higher-touch mid-market/enterprise accounts, covering health scoring, onboarding, adoption, renewals, cancellation deflection, and training.
  • Supporting the sales team by identifying expansion opportunities and providing customer insights to drive marketing campaigns.
  • Creating automation to help the customer success team scale and manage large books of business and touch all SMB accounts.
  • Becoming a product expert on Rise Vision, understanding our message, and how to position and sell it.
  • Maintaining a deep understanding of key customer segments, the problems they face, and the value they get from Rise Vision through regular customer interactions.
  • Ensuring all related activity is diligently logged in the CRM, making it easy for anyone to review a customer's account history.
  • Coaching the customer success team, reviewing call recordings, and ensuring they work according to our standards.
  • Leading by example to create and maintain a culture of trust, candor, transparency, growth, learning, empowerment, performance, and accountability.
  • Predictably forecasting Gross Revenue Retention and continuously validating and improving our tactics and processes by analyzing aggregated data.
Requirements:
  • 5+ years of experience in customer-facing roles and multiple years of people management experience.
  • A strong understanding of good scaled customer success practices, including managing high volumes of accounts and various annual contract values.
  • A track record of achieving high standards, meeting deadlines, and being a continuous learner.
  • Proficiency in spreadsheets, including using vlookup, and a solid grasp of SaaS metrics like NRR and GRR.
  • An ability to think positively, be practical, and see challenges as opportunities.
  • Expertise in HubSpot, our CRM, customer success system, marketing automation tool, etc.
  • The ability to enjoy interacting with customers, learn about their problems, and apply that knowledge to improve efforts.
What We Offer:
  1. Health & Dental Benefits
  2. RRSP/401K Matching up to 5%
  3. Group Profit Sharing Program
  4. Health Spending/Wellness Spending ($500)
  5. $2000 for Learning & Development
  6. 20 days of Vacation (pro-rated based on start date in first year)

Rise Vision is an equal opportunity employer and strongly encourages applications from diverse backgrounds. Accommodations are available on request for candidates participating in all aspects of the selection process.

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