Director - Customer Success

About Haloo

Haloo has boldly gone where no one has gone before: We made the trademark search and registration process accessible to everyone. We're the 'GoDaddy' of trademarking for small businesses and the world leader in trademark search for enterprise brands.

Founded in Canada, Haloo is a fast-growing venture-backed SaaS company
leveraging AI to transform the legal trademark space
.
We are a women-led company with strong core values of equity, accessibility, and knowledge. We are certified as a Women's Business Enterprise through WeConnect International, meaning we are at least 51% owned, controlled, and managed by women.
We have deep industry knowledge, a world class product roadmap, and the vision and strategy to disrupt the legal industry. From sole practitioners to AmLaw firms and high-profile enterprise brands, we have high-profile customers that rave about Haloo.

We need your leadership and expertise in customer success to help us execute a world-class customer experience as we continue to scale.

Are you ready to join the team?

Role Description

If you enjoy joining fast growing startups and rolling up your sleeves to drive impact and build within a collaborative team, this role is for you

As the Director of Customer Success, you a product expert who puts the customer first, ensuring that they are supported and consistently delighted with Haloo and the tools we offer.

You will build relationships with our users starting with their initial onboarding and continually drive value for users based on your expert product knowledge and communication skills, ensuring growing adoption, as well as understanding and use of the platform.

You will partner with the sales team for renewal and expansion opportunities, and partner with the product team for technical issues and resolution, and for strategic advisory on user-driven feature expansions and priorities.

You're a creative problem solver and advocate for our customers. Your key metrics are time to value and net retention.

Responsibilities

Customer success (40%)

• New client onboarding
• Strategic onboarding of our mid-market and enterprise accounts via zoom
• Ongoing client onboarding to drive value
• Product & new feature walkthroughs and updates, webinars, demos via zoom and other outreach to ensure that all clients meet timelines for first value (how early and often they are using the platform) and continue to drive value from Haloo on an ongoing basis.
• Client relationship management
• Timed follow-ups/outreach, annual billing reminders, engagement outreach
• Growth & expansion
  – Identifying opportunities for upsell and cross sell opportunities, including upgraded subscriptions, user base and additional expansion revenue, to hand over to the sales team
• Client relationship management & retention
• Tracking churn; strategic platform & usage monitoring to track patterns and minimize churn; report building to track and predict churn
• Data & usage monitoring
• Tracking and reporting on customer usage and trends; strategic identification of trends and opportunities. Dig into the data to understand risk and success signals, and support team's strategic goals and determine priorities.
• Managing and maintaining in-app onboarding software -
  Creation of in-app onboarding modules, feature release updates and other opportunities to meet timelines for first value, drive adoption and ensure users are using the platform properly
• Managing and maintaining Haloo Knowledge Base and AI Chatbot
  – Ongoing creation of support documents to continue to drive value for users
• Implementing new tools and procedures for CS strategy
• New Client Setup -
  Manage post-sale client onboarding across Haloo systems, including account creation, CRM entry, financial setup, and welcome communications.
• CRM Management (HubSpot) -
  Maintain and optimize CRM data and fields for accurate reporting; oversee ticketing, integrations, and liaison with HubSpot support.
• Reporting & Data -
  Build and manage key reports in HubSpot to track KPIs for investors and internal teams (e.g., MRR/ARR, contracts, usage, and financial pipeline).

Customer support (40%)

• Customer support & problem solving
• Answering technical & support questions via phone, zoom, email, HubSpot support tickets, using
  expert product knowledge for fast turnaround on all support
• Technical support -
  Troubleshooting with clients and Haloo technical team on technical issues; raising support tickets internally and following up until resolution
• Bug reporting & issue identification
  in production software, including thorough testing of new features to ensure bug-free experience for customers
• Ticket categorization and trend tracking
  in company CRM
• Recording customer feedback –
  Ongoing collection and reporting of customer requests re future features and development, used to drive product priorities. Communicating priorities to product team.

Financial (20%)

• Invoicing & Financial Systems Management:
  Manage and maintain invoicing and financial software, with responsibility for all customer invoicing through Younium
• Project Management:
  Lead the implementation of new financial systems to drive efficiency, improve accuracy, and optimize workflows.
• Accounts Receivable:
  Monitor receivables, track outstanding payments, and follow up on unpaid invoices to ensure timely collections.
• Financial Reporting:
  Prepare and deliver monthly financial reports for the CEO, including MRR/ARR summaries, quarterly actuals, and invoicing data.

Requirements (Sound like you?)

Experience:

5+ years of customer success experience in a SaaS company; Bachelor's degree

preferred.
Experience using HubSpot, Apollo, Younium, Sales Navigator etc. a plus. Experience with trademarks or intellectual property is a plus.

Great communicator & teacher:

Excellent written and oral communication, with a positive flair
Part of our job is to capture people's attention and get them excited about Haloo. You're able to do this both in calls and with written word, equally expressing empathy and understanding to users re their issues and conveying excitement for our solutions.

Resourceful & action-driven:

You are proactive and take decisive action, always seeking improvement. You can quickly turn ideas into implementation and thrive in execution mode. You do not wait to be asked to solve a problem or add value – you bring this to the table.

Strategic:

You love data and looking at the data from a strategic lens, understanding where we are today and where we want to go. You're constantly adding value and looking for opportunities, based on the trends and information before you.

Knowledge seeker:

You are passionate about our product and a quick study on learning new tech. You are also committed to constantly learning about trademarks, legal tech, and our specializations.

Adaptable team player
: You love a start-up and understand that growth stage companies are constantly growing and evolving... and this is part of the fun You are a true team player and are flexible
in your expectations and
approach.
You are coachable and collaborative, and excited to be a player on the team and achieve common goals together. You are excited by
periods of growth and change.

Accountable
. You do what you say you're going to do and are comfortable working with goals, targets, and challenges You are comfortable working with the resources of a startup company and are always solution focused.

Independent:

You have an extremely strong work ethic and ability to work and thrive autonomously, athough you love working within a team setting too.

Join the Team - Our Commitment to You

Competitive Salaries and Benefits:
We value your contribution and offer a competitive salary and benefits package, including 100% employer paid group health benefits. We also value work-life balance and offer unique benefits including Friday half-days so you can enjoy a top quality of life both at work and at home.

Values That Unite Us:
Haloo greatly values diversity, equity, and inclusion. We are striving to build a team that is racially diverse, queer- positive and multi-abled. You will work alongside a group of individuals who prioritize honesty, unity, and equity. We also prioritize and value quality, striving for excellence in everything we do.

Remote, Flexible Work Environment:

This position is fully remote, with no office expectations in the future. Our North American team has been known to work from various locations and time zones around the world. If you get the job done in the hours your team needs you, we're happy Just send us pictures of the exciting things you see along the way

Supporting Your Success
:
We are committed to your growth and success and want to ensure you are consistently challenged and motivated at work. Through feedback, collaboration, and a culture of transparency and growth, our leaders are committed to helping you grow and achieve new personal bests during your time with Haloo.

If you want to join a team that is building massively disruptive technology, reach out today

If there are ways that we can make the hiring process more accessible for you, please let us know