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Job Description

IQ PARTNERS Inc. is currently looking to hire a Head of Customer Success for our Technology client in downtown Toronto for an exciting Full-time permanent job opportunity in which you can manage the business as if it was your own.

 

OPPORTUNITY

As the Head of Customer Success, you will be on the front lines enabling growth for the company in a high-visibility, high-impact role. Your primary focus will be to own the full customer journey, turning customers into advocates, while building scalable processes and a high-performing team around you.

As a member of the senior leadership team you’ll grow the Customer Success, Implementation, Deliverability and Support teams while acting as the leading customer advocate in all leadership discussions and initiatives. Your success will be measured by your ability to increase adoption and usage of the company’s products. You’ll focus on improving KPI’s like NPS and usage and their underlying drivers while establishing playbooks to ensure clients feel supported and know what to expect at every stage of their journey.

This is truly a career-defining opportunity for a motivated leader to support unprecedented growth for an already very successful company.
 

 

RESPONSIBILITIES

Position reports directly to the CEO:

In this role, you will oversee the company’s most important asset – their customers. The Head of Customer Success will play a critical role in shaping the strategy for all client interactions, customer engagement and lifecycle management. You will continue to drive the transformation of the current organization from a reactive support-focused team to a proactive customer engagement-focused, outcome-oriented organization. You’ll need to build a cohesive and well-planned customer journey and be highly adaptable as customer and market conditions rapidly evolve.

You’ll work cross functionally to map the customer lifecycle, identifying and implementing appropriate process improvements in collaboration with sales, marketing and product development. Your goal will be to grow a team of Customer Success Managers, Deliverability Specialists and Support Specialists with a robust toolkit, automating process whenever possible. You will level-up the team, systems, and KPIs that are already in place in addition to bringing best in class practices to the group.

We’re looking for a highly innovative trailblazer who will define and implement a market-leading customer relationship program. You’ll need to be comfortable managing multiple initiatives concurrently including enabling revenue growth through referrals and supporting seamless customer experience throughout strategic acquisitions.

We’re looking for a Customer Success leader who understands the need to be scrappy and stay involved, while also keeping an eye towards scalability and efficiency as the company grows. You must be analytically driven, entrepreneurial, and a creative problem solver who knows how to lead and execute. You must be capable of achieving aggressive goals with ingenuity and within budget.

This role is the ultimate opportunity for evolving a state-of-the art customer experience function at a company that wants to be known as the highest quality customer care provider in the industry.

Immediate responsibilities to include...

  • Manage Customer Success & Implementation Division
  • Manage the Support function
  • Enable Revenue Growth
  • Evangelize
  • Champion the Customer
  • Map & Improve the Customer Journey
  • Leadership
  • Execution

 

REQUIREMENTS & QUALIFICATIONS

  • 10+ years of progressive customer success experience preferably within a B2B SaaS environment.
  • 5+ years of managing a customer care/experience/support team.
  • Demonstrated track record of creating scalability in a complex customer journey involving multiple key influencers and points of contact.
  • Expert level experience in growing revenue through the creation of customer advocates who refer and promote the product and creating process to drive cross-selling conversions.
  • Experience driving the adoption of an emerging SaaS platform
  • Data and metrics driven with experience analyzing markets and trends, anticipating and identifying opportunities, and developing insight at a strategic level.
  • Proven ability to recruit and lead a team.
 

ACADEMIC REQUIREMENTS

  • Undergraduate degree is required; MBA is a plus

 

Accommodations are available on request for any candidates that require an accommodation due to a disability or a medical need.  Please contact us at 416-599-4700 or by email at info@iqpartners.com to discuss specific accommodations.

Job Title:
Head of Customer Success
Location:
Toronto, Ontario
Type:
Perm
Salary:
N/A
Job ID:
#7862
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