Vp, Customer Success

**About Us**:
KEV Group is an enterprise SaaS company providing online payment and accounting software to simplify student activity fund management in schools. KEV’s easy
- to-use web-based software automates the collection, disbursement and management of student funds, thereby reducing the time it takes to receive and account for all school activity fees and increasing the time teachers can spend on education. The company is based in Toronto, with offices in the US. KEV is a portfolio company of Serent Capital, a leading middle market private equity firm focused on high growth technology businesses.

**Why Join KEV?**
- Work in an industry that benefits children, parents and schools
- Do meaningful and purpose-driven work, and make a real impact
- Join a quickly growing organization with real opportunity for learning and growth
- Passionate and accessible leadership team that cares about people, personally and professionally
- Flexible work environment

**About the Role**

We are currently hiring for a VP, Custome Succes to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).

**Key Accountabilities**
- Drive customer success outcomes and value realization for our clients, ensuring the right playbooks to build adoption and accelerate value.
- Collect customer intelligence, feedback, and insight and share broadly across KEV to create a 360-degree view of the customer.
- Drive strategic planning for our client book of business and with each individual customer
- Maintain the highest level of client loyalty by developing relationships at all levels within the client organization and ensuring clients have visibility into KEV Group’s vision and roadmap
- Build and refine operations to fit the current business and to plan for future growth.
- Ensure proper cadence and quality of customer engagement
- Serve as the executive escalation point as needed for customer escalations
- Build a best-in-class client success team through hiring, developing, and coaching high-potential talent
- Lead by example in building a performance-minded, collaborative, and resilient culture
- Drive results through focus on operationalizing strategic goals and KPIs, with relentless focus on performance
- Drive client health management to mitigate risk

**To be successful in this role, you will be**
- A passionate client advocate, with proven experience developing and evolving strategic client relationships
- Metrics and performance driven, with a demonstrated history of best-in-class retention and expansion results
- An innovator who understands the need to be scrappy and stay involved, while also keeping an eye towards scalability and efficiency as the company grows
- A creative problem solver who knows how to lead and execute
- An experienced team builder and a strong leader who can develop a virtual team
- A true change agent who is energized by an accelerating and transforming business and can effectively lead through change
- A great communicator who is open and collaborative

**Your experience includes**
- At least 10 years in customer success management
- At least 5 years as a customer success leader at a SaaS company
- Experience with the education sector
- A history of career growth
- Experience growing a team and building team processes
- Experience defining and operationalizing customer success planning.

This job description indicates the general nature and level of work expected. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required by the incumbent. Incumbent may be asked to perform other duties as required.

KEV Group is pleased to accommodate individual needs in accordance with the Accessibility of Ontarians with Disabilities Act, 2005 (AODA), within our recruitment process. If you require accommodation at any time throughout the recruitment process, please speak with Human Resources or the hiring manager.

KEV Group is an equal opportunity employer who agrees not to discriminate against any employee or job applicant because of race, color, religion, national origin, sex, physical or mental disability, or age.

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