Associate Director, Customer Success

Staffmax is assisting their client, who is amongst the fastest growing technology company in Canada and amongst the fastest growing company in North America to find their Associate Director of Customer Success.

As the Associate Director of Customer Success, you will play a pivotal role in building and maintaining strong customer relationships. You will be responsible for developing and executing strategies to drive customer satisfaction, retention, and growth. You will lead a team of Customer Success Managers and work collaboratively with other departments to ensure our customers' needs are met and exceeded.

Key responsibilities:

• Formulate and execute a comprehensive customer success strategy aimed at enhancing customer satisfaction, retention, and expansion.
• Serve as a point of escalation for critical customer issues, ensuring their prompt resolution.
• Identify opportunities for increased customer engagement and value through strategic upselling and cross-selling initiatives.
• · Cultivate and sustain robust relationships with key customers, gaining insights into their objectives, challenges, and requirements.
• · Advocate for the customer's perspective within the organization, championing their needs, feedback, and enhancement requests.
• · Collaborate with product development and marketing teams to align offerings with customer expectations.
• · Establish and implement key performance indicators (KPIs) to measure and enhance customer success metrics.
• · Furnish regular reports and updates to senior management, keeping them informed about the status of customer success endeavors.
• · Supervise the development of customer onboarding programs to ensure that new clients are effectively set up for success.
• · Provide leadership, guidance, and mentorship to the team, fostering high-performance and delivering an exceptional customer experience.

Qualifications:

• Bachelor’s degree in Business, Marketing, or a related field; MBA is a plus.
• Proven experience in leading and managing customer success teams in a SaaS environment.
• Strong understanding of customer relationship management and retention strategies.
• Excellent interpersonal, communication, and negotiation skills.
• Data-driven with the ability to analyze customer data and make informed decisions.
• Strong project management and organizational abilities.

Does this sound like a fit for you? Apply Today!

At Staffmax, our sole focus is the recruitment and placement of the most talented and qualified candidates. Whether candidates are looking for a permanent career change or the flexibility and experience that can be gained from contract assignments, we can help. Our goal is to get to know our candidates personal and change lives. Staffmax is proud to recruit a workforce that reflects the diversity that Canada has to offer. We encourage candidates who are Indigenous, visible minorities, people with disabilities, and any others who reflect our diverse workforce to self-declare and apply.

We thank every one of you who applies, however only those we choose to interview will be contacted.