Customer Success Strategist

4 weeks ago

Vancouver, British Columbia, Canada Devsinc Full time
Customer Success Role Overview

Devsinc, a leading software development agency, is seeking a seasoned professional to lead our customer success initiatives. As the Head of Customer Success, you will be responsible for ensuring our customers achieve their desired outcomes while using our services.

This role involves overseeing the entire customer lifecycle, from onboarding to feedback, engagement, and upsell opportunities, ensuring high levels of customer satisfaction and retention.

The ideal candidate will have a proven track record in customer success management, preferably within the technology or software development sector, and strong leadership skills with the ability to mentor and develop a high-performing team.

Key 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.
  • Continuously analyze market trends and customer data to refine strategies and processes.

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 have a valid work permit.

Benefits

  • Opportunity to shape the future of Devsinc as a key member of the leadership team.
  • 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.

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