Job Details
Job Title: Head of Client Success
Job Type: Full-time
We are a cutting edge B2B SaaS company that helps insurance brokerages and agencies in Canada, the US and the UK improve operational efficiency and growth using automation. If you’ve already proven yourself in a leading Client Success role and want to work in a fast growing SaaS company, then this opportunity is for you!
Benefits
- Paid annual company retreat
- 30 paid days off per year
- Bonus structure
- Comprehensive insurance plan after 12 months
What You Will Be Doing
- Leading the customer success team, from building the department to developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner
- Adding value to customer relationships and driving the desired customer goals by either actively participating in client discussions
- Determining the metrics, health scores, and KPIs relevant to each account, the entire team, and the entire business
- Deciding how the CS team will track these metrics and who has the overview for each account
- Increasing product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.
- Collaborating with sales and marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI
- Relationship management across the entire CS team, helping team members maintain and improve customer relationships
Your Profile
- Minimum 2 years of experience working as a Client Success Manager, leading a customer success team with proven performance and specific revenue goal achievement
- Deep understanding of software businesses, with knowledge of both the subscription and renewal models
- Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward
- Strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset
- Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports
What You Will Focus on
- Client Onboarding: Lead the development and execution of a seamless onboarding process to ensure new clients are set up for success from day one.
- Client Relationship Management: Build and maintain strong, long-term relationships with key clients, acting as their primary point of contact.
- Client Retention: Develop and implement strategies to increase client retention rates, ensuring customer satisfaction and loyalty.
- Team Leadership: Manage, mentor, and grow a high-performing Client Success team, fostering a client-centric culture.
- Performance Metrics: Define, track, and analyze key performance indicators (KPIs) to measure the effectiveness of client success initiatives and drive continuous improvement.
Top Reasons to Work with Us
- Remote work
- Great company culture!
- Opportunity to work for a growing tech start-up company
- Have an impact on many areas of the business
- Career growth opportunities
So, if you are a Client Success professional with proven results, please apply today!
