Director of Customer Success

Director of Customer Success

Application Deadline: 2 September 2024

Department: Customer Service

Employment Type: Full Time

Location: Canada - Remote

Compensation: $110,000 - $130,000 / year

Description

Who We are:
At Wagepoint, we’re good people. Sure, maybe we’re biased. But that’s only because Wagepointers bring the best versions of ourselves to do some of the best work in our careers.

We’re an authentic team who bring our diverse backgrounds, ideas, experiences and cultures together to make payroll magic. Speaking of, we “pull rabbits out of hats” for 25,000 small business owners across the US and Canada who rely on our payroll software to pay their employees and process their taxes. And we’re just getting started.

We’re growing and looking for more awesome people to join our merry band of misfits. We are looking for people who share our understanding that when it comes to our commitment to our customers: we mean business. Especially given that the consequences of getting payroll wrong can sometimes be dire.

If you are the kind of person who has always wanted to make a difference and be heard at work, Wagepoint will give you plenty of opportunity to do just that.

The Role at a High Level:

 We’re on the lookout for a strategic and energetic Director of Customer Success who’s ready to elevate our customer experience to new heights. In this role, you’ll craft and execute a customer success strategy that drives real results, ensuring our clients get the most out of our products. You’ll lead a high-performing team, championing customer retention and growth, while turning feedback into actionable insights that shape our future. From streamlining onboarding to tackling escalations, you’ll have a hand in every step of the customer journey. If you’re passionate about making a lasting impact and creating raving fans, this is your opportunity to lead the charge! 

Please note: To best help our customers, we're looking to make sure we all work together as a team which would require you to work between the hours of 9AM-5PM in the ET time zone

What You'll Be Expected To Own:

• Customer Success Strategy: You will define and execute a strategy that focuses on driving customer outcomes, ensuring they derive maximum value from our products. This involves setting clear goals, KPIs, and processes to track and improve customer health and satisfaction.
• Team Leadership: You will be responsible for building a strong, motivated team by providing clear direction, support, and professional development opportunities. Your leadership will foster a culture of customer-centricity and continuous improvement within the team.
• Customer Retention and Growth: You will own the strategies to minimize churn and maximize the lifetime value of our customers. This includes identifying at-risk accounts, developing intervention strategies, and working closely with Sales and Product teams to capitalize on upsell and cross-sell opportunities.
• Customer Feedback Loop: You will ensure that customer feedback is systematically collected, analyzed, and acted upon. This involves regular surveys, interviews, and direct customer interactions to gather insights that can inform product and service improvements.
• Customer Onboarding : You will ensure that new customers have a smooth and effective onboarding experience. This includes designing and continuously improving the onboarding process, setting clear expectations, and ensuring timely delivery of onboarding activities.
• Operational Performance: You will ensure that your team meets and exceeds productivity KPIs and customer satisfaction goals by continuously improving processes and tools.
• Escalation Management: You will coordinate company resources as necessary to resolve complex customer issues, ensuring that concerns are addressed effectively and efficiently.
• Customer Support Operations: You will work with the Customer Support team to ensure that operations are aligned with Customer Success strategies, driving growth and enhancing customer satisfaction.

What you'll be expected to influence:

• Product Development: You will collaborate with the Product team to ensure that customer needs are accurately represented in the product roadmap. By providing data-driven insights and advocating for key customer requests, you will help prioritize features that enhance customer satisfaction.
• Sales and Marketing Alignment: You will collaborate with Sales and Marketing to ensure that the messaging around product capabilities and customer expectations are aligned. This includes working on case studies, testimonials, and ensuring that the promises made during the sales process are fulfilled in the customer journey.
• Customer Advocacy Programs: You will work on building and promoting programs that turn satisfied customers into advocates. This includes creating opportunities for customers to share their success stories, participate in events, and influence others.
• Cross-Functional Collaboration: You will work with various departments including Support, Product, and Engineering to resolve customer issues quickly and effectively, ensuring a seamless customer experience.

What you bring to the table:

• Proven experience (8+ years) in customer success, account management, or similar customer-facing roles within a B2B SaaS environment.
• At least 5 years of leadership experience, managing and developing high-performing teams, preferably in a customer success or related role.
• Strong leadership and people management skills, with the ability to inspire and motivate a team to achieve their goals.
• Strategic thinker with a customer-centric mindset, capable of developing and executing effective customer success strategies to drive business outcomes.
• Excellent communication, interpersonal, and relationship-building skills, capable of engaging effectively with customers and internal stakeholders at all levels.
• Strong analytical mindset with the ability to leverage data to make informed decisions and drive customer success strategies.
• Experience with CRM software, customer success tools, and SaaS products, with a strong understanding of technology and innovation in customer success.  Ability to consider opportunities and application of AI to improve operational effectiveness and efficiencies.
• Proven track record of achieving customer retention and expansion targets, with experience in developing and optimizing customer success processes.
• Ability to manage complex customer issues, driving resolution and influencing change management in a fast-paced, dynamic environment.
• Demonstrated ability to engage cross-functionally with key stakeholders, influencing decisions and priorities to enable delivery of customer success strategies.
• Experience in managing or working with customer support organizations and operations, driving growth and revenue through customer success initiatives.

Strong business acumen and commercial mindset, with the ability to create opportunities for customers to realize value from the platform and drive loyalty, advocacy, and retention.

What we bring to the table:

• Impact: Roll up your sleeves and directly contribute to the growth and success of Wagepoint by shaping our workforce.
• Culture: The opportunity to work with the world’s friendliest team, solving interesting problems together with an endless amount of laughter (We work hard, but we always have time for a bad joke or two).
• Growth: Opportunities for professional development and career advancement - we are always, always learning with a growth oriented mindset.
• Innovation: Work in an environment that encourages creativity and new ideas.
• Remote: The ability to work from home, forever! Wagepoint is a remote company, so you don’t have to worry about commuting to an office. Plus, more time with your pets is always a bonus!

Ready to embark on an exciting journey with us? Apply now and help us build the future of Wagepoint!

Next Steps:
If all the above feels right and proper, please don’t feel like you need to send us an uninspired cover letter. Just send us your updated resume and perhaps a few lines on what excites you about the job - we really want to get to know who you are, not just about how we can work together.  If we believe you’re a good match, someone from our team will reach out to schedule a call.

Psssst!
Wagepoint is an equal opportunity employer. We welcome and appreciate all applicants with diverse backgrounds, races, religions, genders, identities, ages, experiences (the list goes on!). We are committed to making not only our workplace safe and inclusive for everyone, but also ensuring our recruitment process reflects that. We are a remote company, so there's no need to travel to an office for an interview, but if you require any special accommodation during our recruitment process, please let us know. We are more than happy to assist! Apply