Director of Customer Success

2 weeks ago

Hamilton On, Canada CPG Executive Search Inc. Full time

THE COMPANY Our client, a very rapidly growing company within the sports nutrition industry is seeking someone who is passionate about the health & wellness space and wants to deliver world class customer experiences. This role is digitally focused with an emphasis on building systems and putting in the framework to scale using the Kustomer CX platform. THE ROLE Director of Customer Success We are seeking a natural leader with a passion for delivering exceptional customer experiences and building high-performing teams. You bring proven success in managing CX teams, ideally in a fast-paced, digital-first environment. You balance empathy and accountability, know how to motivate and coach, and thrive on solving problems creatively while ensuring consistency in service quality. You're data-informed, but people-driven — able to translate insights into actions, set clear goals, and inspire teams to exceed them. You’re tech-savvy, customer-obsessed, and love transforming challenges into opportunities. Responsibilities Develop systems within Kustomer to drive down response times and improve the customer experience across all metrics. AI tools / ticketing / building out frameworks / tagging things correctly will all be key to creating a seamless customer experience. Lead, manage, and develop the team of 5 customer service agents + a manager. Focus on delivering best-in-class service across all support channels (email, chat, phone, social). Drive team performance and KPIs and implement action plans for continuous improvement. Create a culture of ownership, growth, and accountability through regular coaching, feedback, and performance reviews. Collaborate cross-functionally with product, logistics, and marketing to address customer pain points and provide insights to drive improvements. Develop a knowledge management system to help with customer inquiries and responses within the team. Lead initiatives that elevate the customer journey, reduce friction, and increase retention and satisfaction, e.g. support of new categories of business. Assist with hiring, onboarding, and ongoing training of Retention Specialists to ensure readiness and alignment with values. Qualifications 4+ years of customer experience or support leadership, with at least 2 years managing high-volume customer service teams. Proven track record of maintaining high engagement and performance Strong understanding of key CX metrics and how to coach teams toward success Strong understanding of Kustomer Experience with other ticketing/CRM tools Excellent written and verbal communication skills, with a keen attention to tone and clarity Strong analytical skills with the ability to interpret data and translate into team actions Comfortable working in a fast-paced, evolving startup environment Bachelor’s degree or higher preferred

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