Senior Director of Customer Success

3 weeks ago

Toronto, Ontario, Canada GroupBy Full time
Who We Are

GroupBy is a cloud-native SaaS technology company that powers the world's most relevant and highly converting eCommerce websites. Our composable Product Discovery Platform, powered by Google Cloud Discovery AI, provides industry-leading features for data enrichment, search, recommendations, navigation, personalization, merchandising, and search analytics.

We're looking for a Director of Customer Success who will collaborate with some of the world's largest brands to deliver industry-leading e-commerce solutions using GroupBy's suite of products.

What You'll Be Doing

As a Director of Customer Success, you will be responsible for managing the success of our client implementations. This role requires a challenging mix of account management, solution consulting, and project management. You'll be collaborating with every team at GroupBy to ensure that our teams understand the business needs of our customers and provide a seamless, hassle-free onboarding experience.

Responsibilities

Thoroughly understand our client's business and their goals for success
Develop and expand breadth of relationships in the client organization
Develop strategies and best practices for clients to ensure clients receive optimal value from our services
Apply a solid understanding of our technology and use that knowledge to drive customer success
Escalate product gaps or opportunities to the Product Management team
Set and exceed customer expectations for project cadence and quality
Be the steady face to our clients to ensure a first-class client delivery experience
Act as an escalation point post-implementation and work with internal teams to drive resolution
Use your technical knowledge combined with your project management capabilities to create positive customer experiences

Skills You Already Have

Project management experience: Know how to successfully manage a project from inception to completion. Understand how to set and meet deadlines and other goals through previous project management experience
Conflict management: You have strong problem-resolution skills and have the ability to address both sides of the argument and provide helpful solutions for everyone
Time management: Know how to manage and organize your schedule appropriately so you can meet client and business commitments
Communication skills: Excellent communications abilities and can address different audiences using audience-appropriate language to communicate their meaning clearly and efficiently
Trust: Able to build trust, respect, and credibility with clients quickly
Technically savvy: Understands the fundamentals of how to implement and deliver complex back-end SaaS implementations
Leadership capabilities: Able to lead with confidence and credibility and demonstrate grace under pressure while managing many priorities
Business acumen: Have a solid sense of business acumen to strike the balance between what's best for the client and what's best for GroupBy
Boardroom presence: Able to manage a room of C-suite leaders, has gravitas, authority, and has a solutions-based mindset
Work experience: You have 7+ years of experience in customer success and client service delivery

Assets

Experience working with the e-commerce industry
Experience with cloud-based platforms/SaaS
Experience working in a technical startup environment

Why You'll Love Working Here

GroupBy is a company that values its employees and provides a hybrid work environment. We offer a competitive salary, unlimited vacation, $500 annual educational budget, and many opportunities for growth and development. We have a strict 'no jerks' allowed policy and only hire good humans.

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