Director, Customer Success
About The Position
Sick of commuting? Tired of “hybrid” jobs that are really “in office” jobs in disguise? If you’re discovering that you’re more productive at home than in an office, and want to make that arrangement permanent, we may have the position you’re after. At CarriersEdge, we’re focused on producing great quality products and happy customers. We don’t care about being the coolest company in town, having the most amazing office perks, or the hippest staff. If you’re interested in those things, you’ll hate us. On the other hand, if you’re not looking for a social group and just want to do great work, then you may be exactly what we’re looking for. We don’t care where you work and we won’t be looking over your shoulder micromanaging you. You’ll have minimal meetings disrupting your week, and plenty of time to focus on doing the best job possible. We’re growing steadily, but not so quickly that things are chaotic. As part of that growth, we’ve got an opening for a Director of Customer Success. The ideal candidate brings a combination of leadership, operational expertise, and understanding of customer insight. They are driven to improve customer satisfaction, retention, and team performance while partnering with other departments to turn customer insights into meaningful business results. This isn’t a large corporation with layers of bureaucracy and committees for every decision. It’s also not a startup at risk of losing funding or being forced to pivot on someone’s whim. Our business is established and stable, but still small enough that we can move quickly. If you fit the profile below, send us your résumé and let’s talk!
Requirements
- 8+ years experience in progressively senior customer success roles, preferably in SaaS or B2B
- 4+ years experience successfully leading customer success teams and departments.
- Demonstrated expertise establishing and driving key SaaS metrics (e.g. CSAT/NPS, LTV, churn)
- Exceptional organization, project management skills
- Expert knowledge of CRM and service desk tools
- Strong analytical skills and comfort using data to drive decision-making.
- Excellent written and verbal communication.
- Experience mentoring and managing a growing remote team.
- Comfort collaborating cross-functionally with product, development, and leadership teams.
- Must reside in Canada
Nice To Haves
- Post-secondary education in a related field is preferred.
- French would be an asset
Responsibilities
- Oversee all aspects of the Customer Success department, including frontline support, account success, and escalations.
- Building on larger corporate objectives, establish relevant metrics and KPIs and report regularly on performance.
- Continue to refine department processes, ensuring effort levels align with customer value
- Collaborate with sales, marketing, and channel development efforts to maximize efficiency.
- Optimize service tools and options to ensure sufficient resources are available for all tiers.
- Manage team schedules to ensure adequate staffing in accordance with SLAs
- Represent the company at industry events, connecting with customers and identifying opportunities to product and service enhancements.
Benefits
- Accommodations are available upon request for candidates taking part in all aspects of the selection process.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
Associate degree
