Head of Customer Success

**Head of Customer Success**

RouteThis is a Waterloo-based B2B SaaS business whose time has come to level up We’re on a mission to intelligently automate customer support services with market leading software solutions that keep the modern, Wi-Fi connected homes of the future optimized.

Our products are changing the world of technical support and we are looking for amazing talent to join our team and help us revolutionize this $15 billion dollar industry.

We are hiring a Head of Customer Success to join us and to continue scaling our customer success function and programs. Reporting to the CEO and as a critical member of the leadership team, you will be empowered with building the customer experience function to your vision leading incredible talent to achieve amazing things as we transform the way WIFI support is done globally.

**In this role you will**:

- Build and scale our customer success function for the future with a focus on growing and retaining customer accounts
- Dive deeply (and quickly) into understanding our customers, creating or refreshing process and procedure to ensure a high rate of customer renewal
- Manage and grow a team of CSMs, CSEs and people leaders to achieve key KPIs through customer value realization
- Work with the CEO and leadership team to shape the direction of the overall organization
- Lead and inspire. We have an incredibly talented team in place working to accomplish big, audacious goals and that requires visible and active leadership
- Explore new approaches and methods. What we do is new and novel and creative problem solving will further set us apart from the competition
- Connect with customer executives as required to align value and ROI
- Act as an escalation point for customer success issues

**You bring to the table**:

- Proven track record in building and scaling a customer support or success function including vision, strategy, planning, staffing, and management
- An approach that motivates and enables teams to deliver on priorities while driving a high level of ownership and accountability
- Disciplined execution that sweats the details - delighting customers is a key part of our strategy and that means high quality deliverables each and every time
- Able to balance clear direction and an executive mindset with the ability to work hands-on with the team
- Experience deploying software tools to large customer support or call center operations
- Great problem-solving and analytical thinking
- Excellent communication skills with people at all organizational levels
- Personal motivators that include follow-through, customer-focus, agility, empathy, collaboration, and of course getting stuff done

Who we are:
RouteThis is a fast-growing tech company that is changing the way ISPs and Smart Home companies handle technical support around the world. Instead of dealing with frustrating, long support calls where agents are unable to accurately identify issues, the RouteThis platform gives technical support teams the answers they need to immediately identify and resolve customers’ issues -- or help customer to solve it themselves before even needing to call.

We are headquartered in the Waterloo Region and our customers are all over the globe.

If you want to work on the next generation of network diagnostics that provides a disruptive new approach for tech support teams, you should be working at RouteThis

Why RouteThis?
- Growth: As a rapidly growing startup, we’re constantly facing new challenges and prefer to promote from within. By working with us, you can jumpstart and shape your career.
- Team: At RouteThis you’ll be working on a highly-motivated team full of the best talent you can find. We’re carefully selective on who we hire as we’re a close team.
- Fun: Monthly team social events, and weekly team lunches and happy hours are all part of our culture. We never forget that work should also be fun.
- Perks & Benefits: We offer competitive salaries and a comprehensive benefits package.
- Location: Located in the Waterloo-region in downtown Kitchener, we offer flexible work arrangements including hybrid and virtual options.

**Please note: We thank all applicants for your interest in RouteThis. Only those applicants selected for an interview will be contacted. Agency calls will not be accepted. RouteThis is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law. Please let us know if you require an accommodation due to a disability and we will work with you to address your needs.**

Additional pay:

- Bonus pay
- Commission pay

**Benefits**:

- Dental care
- Extended health care
- Paid time off
- Vision care

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Toronto, ON: reliably commute or plan to relocate before starting work (preferred)