Customer Success Director

Job Description:

Customer Success Director
Owner Relations Technology
Squamish, BC, Canada
The Company
Owner Relations Technology is an IT company that is growing fast. We supply a unique software solution for Property Managers and Hoteliers worldwide. We specialize in developing robust Owner Accounting and Owner Portal software solutions for Condo Hotels, Fractional Hotels, Timeshare Resorts, HOAs, Residence Clubs, and Property Management Companies. Our client base consists mainly of 4- and 5-star Resort hotels worldwide.

POSITION
We are seeking a Director of Customer Success to join our team in BC, Canada. Reporting to the GM of Owner Relations, you'll lead the Customer Success department, encompassing support, account management, and client onboarding. The ideal candidate will be a player-coach, strategic thinker, and project quarterback, combining high level strategic thinking with a 'get it done' attitude to ensure exceptional customer outcomes.

JOB RESPONSIBILITIES:

• Define and execute the strategic vision for Customer Success and Account Management, positive client outcomes, and lifetime value
• Establish and report key Customer Success metrics (KPIs) to leadership, providing insights on customer health, retention, and growth, along with the impact of Customer Success initiatives on overall business outcomes
• Implement churn reduction and customer retention strategies
• Lead the development of a company-wide customer success motion, using processes and data cross-functionally to improve key customer engagement metrics
• Lead and grow high-performing managers and their teams
• Stay abreast of broad market developments and investigate new technology solutions
• Lead the Account Managment process and develop escalations, processes, and market segment operating procedures
• Uses Back 2 Base (B2B) philosophy to drive account growth with Account Managers
• Drive product adoption through identifying training opportunities for clients
• Develop and manage internal escalation processes, coordinating company resources as needed
• Manage, coordinate, and streamline client onboarding processes
• Collaborate with Product and Development to address customer needs and inform product improvements
• Advocates for client needs internally
• Drives talent sourcing and employee development
• Travel is required for this position.

JOB QUALIFICATIONS:

• Bachelor's degree or equivalent experience
• Experience in building and scaling customer success functions within high-growth environments
• A minimum of 7 years of customer service or related experience with increasing strategic and leadership responsibility
• Proven ability to build, mentor, and scale high-performing teams
• Progressive leadership experience managing both individual contributors and managers within dynamic organizations. Startup experience is a plus
• Experience driving key SaaS metrics (churn reduction, expansion revenue, customer lifetime value, NPS/CSAT)
• Strategic thinker with a proven ability to develop and execute strategies from start to finish
• Demonstrated ability to analyze customer data and insights to drive strategic decisions and improve customer outcomes
• Understanding of financial aspects related to customer success, such as cost of acquisition, retention ROI, and impact on revenue
• Proven ability to manage complex customer success initiatives and projects, ensuring timely and successful execution
• Strong Communication and Presentation Skills. Is effective in written, spoken, and non-verbal communications across all organizational levels and in various formal settings
• Proficiency in standard business software and collaboration tools

Business Unit:

Owner Relations

Scheduled Weekly Hours:

40

Number of Openings Available:

1

Worker Type:

Regular

More About Jonas Software:
Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas' vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of 'Software for Life' and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.