Customer Success Strategist Leader

2 weeks ago


Ottawa, Ontario, Canada Assent Compliance Inc. Full time
Senior Manager, Customer Success

At Assent Compliance Inc., we are committed to growing and sustaining an environment where our team members feel included, valued, and heard. We are seeking a highly skilled Senior Manager of Customer Success to oversee a multifaceted team responsible for ensuring strong customer delivery outcomes.

Key Responsibilities:
  1. Strategic Leadership: Manage the day-to-day operations of the Customer Success team, including recruiting, coaching, mentoring, and engaging a Customer Success Management team that raises the bar for customer success and satisfaction.
  2. Operational Efficiency: Anticipate, plan, and manage resourcing requirements to optimize satisfaction and workloads for Customer Success teams.
  3. Talent Development: Review and develop the management team through performance management and training initiatives.
  4. Culture and Collaboration: Promote and maintain a congenial, productive, collaborative, and service-oriented work culture within the Customer Success team.
  5. Cross-Functional Support: Work with cross-functional Management teams to support escalations as required.
  6. Communication and Alignment: Engage in skip-level meetings to ensure alignment and foster open communication.
  7. Standards and Performance Metrics: Establish and refine management standards across the Customer Success organization.
  8. Data Analysis and Insights: Track and report on important business KPIs through data analysis, identifying trends, and providing actionable insights.
  9. Leadership Support: Provide timely feedback and recommendations to leadership on the function's requirements to meet objectives.

This role requires a strategic leader who can seamlessly merge the responsibilities of promoting an excellent customer engagement experience while managing day-to-day operations. The ideal candidate will have 5-8 years of experience in a customer success management, consulting, or project management role, with a minimum of 4 years of experience mentoring and/or leading teams.

Benefits:
  • Competitive Salary: $150,000 - $200,000 per annum, depending on experience and qualifications.
  • Bonus Program: Eligible for a corporate bonus program based on individual and company performance.
  • Vacation Time: Comprehensive benefits package, including vacation time that increases with tenure.
  • Flexible Work Options: Hybrid work model, valuing flexibility and autonomy, with occasional in-person workdays.
  • Professional Development: Opportunities for professional growth and development, starting from day one.


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