VP of Customer Success

Location: Remote, Anywhere, Canada
Our clients product makes it easy for people to sell subscription products online. Over the past 2 years they have partnered with thousands of Shopify merchants to resolve the issue of Shopify not supporting recurring payments.
In this role you'll grow the Customer Success team of 30 to 75+ and build out an Enterprise Support offerings. 

You'll report to the CEO, and maintain the highest level of customer support while scaling a team of empathetic, customer-first support professionals.

Responsibilities:
  • Define and execute our Customer Success strategy as we scale globally.
  • Drive the strategic direction of customer support and account management; responsible for measuring, assessing and growing the organization to support a world class customer experience.
  • Build out our Enterprise Support offering and account management programs.
  • Establish performance metrics and seek continuous improvement; own all bulk communication with our customers and Zendesk solution.
  • Build and maintain relationships with Development, Product and Marketing to improve the store owner support experience.
  • Create documentation as well as incorporate new functionality best practices.
  • Build and drive follow-up process in response to customer feedback to make our customers more successful.
  • Recruit, manage, develop and lead our highly collaborative and customer-focused team.
Requirements:
  • 8+ years of proven customer support operations leadership within a B2B software company
  • Strong customer support acumen with demonstrated ability to grow and scale a high-performing support team to 50+, ability to understand and speak articulately about technology
  • Ability to influence Customer Success direction and clearly articulate rationale for your decisions
  • Proven track record of building large teams and driving organizational change in a high-growth environment; exceptional structured communication style, both verbal and written, and ability to communicate vision to a large team
  • Experience developing and implementing scalable customer support processes and systems
  • Experience with Zendesk or other similar platforms; knowledge of API technical support
  • Creative problem solving abilities and a proven track record of thinking“outside the box” to solve complicated problems
  • Detail-oriented, with strong analysis, process and critical thinking skills; able to draw insights from data, but also to make decisions based on imperfect data
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