Director, Customer Success

This is a flexible position and has the option of working in our Toronto office full time, hybrid throughout the week or working entirely remotely.

Position Summary

Are you someone who loves to develop people and build deep and meaningful client relationships in a fast-paced environment? Do you enjoy advocating for customers and making them wildly successful? Do you want to learn and grow with an amazing team with one of the fastest growing FP&A cloud companies in the world? As Director, Customer Success you will lead a team of Customer Success Managers (CSMs) serving their portfolio of customers. You will provide direction and guidance to your team while innovating and evolving processes to improve customer health scores with a focus on adoption, value realization, and customer retention. You will focus on building a winning culture while staying true to our customer centric core values to ensure that all key objectives of your organization are met.

What you will do

• Lead, coach, and develop a high-performing Customer Success team while driving the retention and growth strategies across the customer base
• Execute against a strategy for the CSM team to be seen as trusted advisors developing deep relationships and high adoption within their client portfolios through motions that help customers recognize the strategic value of their investment
• Develop strategic customer plans with clear and measurable objectives, that focus on advancing Vena's Customer Experience objectives
• Manage an accurate weekly retention forecast for your team
• Contribute to the enablement, methodology, tools and technology to be used by the CSM team: ensure that the appropriate mix of People, Process and Technology are used to drive scale and repeatable performance
• Develop and maintain executive level relationships with key customers, partners and cross-functional colleagues
• Create a culture of storytelling - encouraging CSMs to share customer stories with each other and with Marketing, Sales and Product teams across the organization
• Support Customer Marketing Programs & Events, Advocacy and Academy initiatives
• Continuously demonstrate Vena’s CORE values and act as an internal advocate for customers with colleagues
• Travel (as needed) to client events and site visits
  
  

Does this sound like you?

• 4+ years in a client-facing team leadership role in addition to 3+ years direct experience in account management or equivalent roles
• Proven leadership skills to motivate and support a high level of team engagement
• Ability to effectively recruit, motivate and develop people in a high velocity, high activity environment
• Consistent track record of promoting customer value leading to overachievement of retention targets in a supportive cross functional team environment
• Strategic out-of-the-box thinker who energizes others with passion, quality and commitment
• Experience leading strategic workstreams and contributing to the development of department and company objectives
• Demonstrates the ability to persuade others in sensitive and/or complex situations while preserving relationships.