Meda Agency Inc. Looking for Director of Customer Success at Vancouver, British Columbia, Canada Full Time

Our client is an exciting and leading SaaS organization that connects the two fastest growing sectors in Toronto: Technology and Real-Estate! They value entrepreneurial, collaborative and supportive mindsets that will continue to foster a positive and exciting work environment to drive impact in the industry. The company and their solution is on a mission to transform the real estate development industry, empowering their clients to modernize outdated technology and reduce resources within the most critical stages of the new home sales process and provide outcomes positively affecting new residential home communities around the world. Their solution has revolutionized the most time-consuming and inefficient functions within the real-estate space with ease, speaking to their fast and continuous growth and trajectory!

The Role:

As a Director of Customer Success, you would typically be responsible for overseeing and managing the customer success team within a company. Your primary goal would be to ensure that customers achieve their desired outcomes while using the company’s products or services. Here’s a breakdown of what your job description might entail:

Responsibilities:

• Responsible for creating the post sales experience and ensuring revenue growth and retention
• Responsible for creating and supporting the customer group of vocal customer that contribute feedback and advocate for value
• You will manage the customer experience team and oversee all operations, and ensure the team is exceeding customer expectations on support issues
• Responsible for building a customer community
• Responsible for the departments strategic planning including KIPs and Metrics and strategic goal setting
• Responsible for scaling the CX team and increasing operational efficiencies.
• Attract and grow top talent and take part in team building efforts to ensure retention of team members.

Requirements

• 5+ years of experience in Customer Success
• 3+ years of experience in management capacity managing a team of managers or team leads
• Experience in SaaS with an understanding of SaaS metric and drivers
• Experience leading as a coach with a mentorship mindset
• Background in Healthcare/Medical/ or Dental tech/software is highly desirable
• 3+ years experience managing customer experience or customer success teams
• Strategic thinker with strong communication skills.

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