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Customer Success Leader

Montreal, Quebec  - Permanent

Job Description

Our Client is looking for an experienced leader to bring their customer success teams and programs to the next level. If you have a talent for inspiring and engaging customers as well as your colleagues then this may well be the job for you.

The role involves:

•Leading Customer Success, Support and Advocacy teams to improve renewal rates, increase revenue and reduce turnover.
•Improve customer experience and ensure greater impact to overall sales and advocacy through executing a well-crafted support strategy
•Lead new business growth initiatives based on targeted customer analysis, and well-developed customer advocacy initiatives
•Influencing future lifetime value through higher product adoption, increased customer satisfaction and overall health scores
•Defining and optimizing the customer journey to ensure active listening and appropriate intervention touch-points. Collaborate closely with others to ensure a company-wide customer feedback loop
•Defining segmentation of the customer base and supporting the implementation of related strategies
•Managing and improving Customer Success on-boarding activities
•Building and leading creative and highly motivated teams while fostering a culture of Customer Success
•Aligning and collaborating with internal teams and partners, including Marketing, Product, Sales, Finance and the executive team.

Must Have Skills:

The ideal candidate:

•Has an impressive track-record in leading Customer Success teams and developing sound practices within a customer-facing organization in the SaaS sector. Is adept at both driving sales efforts and post-sale activities.
•Is a highly effective communicator and negotiator, who is skilled at building consensus with customers as well as within their organization.
•Is capable of understanding complex customer challenges and responding with unrelenting empathy and realism, coupled with a passion for driving revenue and growth
•Understands the value drivers in recurring revenue business models and has experience implementing effective customer success practices within organisations
•Is analytical and process-oriented, someone with a passion for continuous learning and improvement
•Is a leader who is enthusiastic, creative and capable of inspiring others

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