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Our client is on a mission to help companies build better teams, together. They are creators of top-selling Atlassian Marketplace apps, supporting Fortune 500 companies, and working with hundreds of Solutions Partners globally. They have won Top Atlassian Vendor awards and they continue to be one of the highest ranked and most heavily used solutions out there.
They are looking for a Director of Customer Success (Mid-Market), where you will have a critical influence on the customer retention, renewal and upsell strategy. You will influence product direction with your insight into the customer landscape in the mid market space.
The Role:
- As Director of Customer Success (Mid-Market), you will lead and continue to build a team of Mid-Market CSMs to focus on our largest segment of customers in order to delight, retain and identify opportunities for upsell.
- Your role as the representative of the Customer Voice is critical to the direction of every part of the business. Your team will take ownership of customer issues and work closely with internal teams to ensure customer needs are understood and built into every part of the business. You will implement best practices and assist the team in leading ROI discussions with customers.
- You will also contribute to:
- Planning and predictability: Understanding and then building out the strategy for customer onboarding, retention, and working with account management for upsell opps.
- Onboarding: our business works with a high volume of customers, with a land and expand model of growth, so you’ll introduce onboarding tools and techniques, and make sure every user is set up for success.
- Tools: Introducing relevant automation tools to the org that can help keep pace with scaling (one to many).
About You:
- Ideal location: Toronto
- You’re a leader who is looking for an opportunity to help scale a profitable company. You are one of those player coaches that’s capable of being both a do-er and a leader.
- Proven leadership skills (previous people management experience required) that focus on enablement, feedback, and growth
- A strong desire to cultivate and produce results as a team; you’re comfortable with dashboards and metrics including GRR and NRR
- You lead with team spirit, not with ego
- You have customer empathy – so you can see how this product is a game changer for product teams of all shapes
- You’re looking to use your insight into the customer voice and experience to help influence business decisions
- You have experience laying down processes and automation tools for a high volume customer base (think thousands and thousands of users)
- You have experience defining onboarding initiatives for different levels of customers
- You can operate in a strategic capacity but also love to roll up your sleeves and deliver
- Ability to work independently, in a dynamic fast-paced environment
- Strong understanding of technology products, processes and implementations
- Experience in a similar role for a SaaS-based platform
What’s in it for you?
- Hybrid or Remote work
- $150-160k base salary + 40k bonus
- Great benefits including health, dental, vision and savings plan.
- Perks such as training reimbursement, WFH reimbursement, and more.
- Diverse and dynamic teams with challenging and exciting work.
- An opportunity to have a real impact on our business.
- A great range of social activities (both in person and virtual).
- Optional in person meet-ups and the ability to travel to our international offices.
- Employee referral program.
- And so much more!!
Interested candidates, please note: our team checks for new applicants every day and while we would love to be able to engage with each of you personally, given the high volume of applicants we receive we are only able to contact candidates that are best suited for this role.
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