Hybrid Senior Director, Customer Success

at SOCi, Inc.

• Job title: Senior Director, Customer Success
• Job type: Full Time
• Experience level: Senior
• Salary: CA$150,000 - CA$200,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Toronto, Canada

About the role

• Senior Director of Customer Success leading SOCi's Customer Success team to enhance customer satisfaction and retention. Drive utilization of the platform and align success initiatives with business objectives.

Responsibilities

• Lead and manage the Customer Success team, providing mentorship, guidance, and professional development opportunities.
• Develop and implement customer success strategies to enhance client satisfaction, retention, and growth.
• Drive the adoption and utilization of SOCi’s platform across the customer base.
• Collaborate with sales, product, and marketing teams to align customer success initiatives with business objectives.
• Analyze customer data to identify trends and areas for improvement, and implement solutions to address these areas.
• Act as a senior escalation point for customer issues, ensuring timely and effective resolution.
• Develop and maintain strong relationships with key customers, acting as a trusted advisor.
• Establish and track key performance indicators (KPIs) to measure the effectiveness of the Customer Success team.
• Lead initiatives to gather customer feedback and incorporate it into product development and service enhancements.
• Create and deliver presentations to executive leadership on the status of customer success efforts and outcomes.

Requirements

• 10+ years of experience in customer success, account management, or a related role, with at least 5 years in a leadership position.
• Proven track record of driving customer success in a SaaS or technology company.
• Strong leadership and people management skills, with the ability to inspire and motivate a team.
• Excellent communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders.
• Analytical mindset with the ability to interpret customer data and make data-driven decisions.
• Strong problem-solving skills and the ability to handle complex customer issues.
• Proficiency in customer success platforms and CRM tools.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Passion for customer success and a deep understanding of customer needs and challenges.
• Bachelor’s degree in Business, Marketing, or a related field; MBA or advanced degree preferred.

Benefits

• Health insurance plans, dental, and vision
• Wellness incentives
• 401(k) plan with employer match
• Flexible paid time off
• Quarterly wellness days
• Paid holidays
• Unique employee engagement programs