Director of Customer Success
EcoOnline Global
Date: 8 hours ago
City: Toronto, ON
Contract type: Full time
Want to be a part of a company that’s making a difference?
We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliver solutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our customers.
Impact: A strong connection to our mission through product, customer and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces.
Innovation: Trusted by over 11,000 customers, you’ll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed.
Growth: Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector.
We're on a mission to protect people and the planet by building and deploying transformative software. We need everyone's energy and commitment, regardless of region or rank, to make that mission a reality for millions more customers.
Our culture code, a set of principles that underpins our values, is our commitment to each other and working better together.
Join EcoOnline and be part of a mission dedicated to driving positive change. Read on to learn more about the opportunity and how you can have a positive impact!
About The Role
We are seeking an experienced and dynamic Director of Customer Success to lead our North American Customer Success department across multiple product lines. In this role, you will be responsible for overseeing and optimizing the customer journey, ensuring successful adoption of our various software products, and providing top-notch technical support. You will lead a team of Customer Success Managers, and Technical Support Specialists, directly managing team members while also providing leadership and guidance to other indirect reports. As a key member of our Customer Success leadership team, you will report to the VP of Customer Operations.
Key Responsibilities
Team Leadership:
Directly manage and mentor a team of Customer Success Managers, and Technical Support Specialists.
Provide leadership and guidance to other team members in an indirect capacity, fostering a collaborative and high-performance culture within the department.
Customer Journey Optimization
Develop and implement strategies to enhance the overall customer experience and satisfaction across multiple product lines.
Collaborate with cross-functional teams, including Sales, Product Development, Engineering and Marketing, to ensure alignment with organization initiatives.
Develop customer management strategies for the team to deploy ensuring positive customer growth including upsells and cross sells.
Technical Support Management
Manage the Technical Support team, ensuring timely and effective resolution of customer issues and inquiries related to all product lines.
Implement and monitor support performance metrics and KPIs.
Customer Success Strategy
Develop and execute a comprehensive customer success strategy across all product lines to drive customer retention, expansion, and advocacy.
Identify opportunities for upselling and cross-selling to existing customers across different product offerings.
Customer Feedback And Insights
Gather and analyse customer feedback and data across multiple product lines to identify trends, issues, and opportunities for improvement.
Ensure ongoing feedback loop with Product and engineering teams to advocate necessary changes and enhancements based on customer insights for each product.
Reporting And Metrics
Create and maintain reports on customer success metrics, including team performance indicators and scorecards, customer satisfaction, NPS, and retention rates for each customer segment and product line.
Provide regular updates to the VP of Customer Operations on departmental performance.
What We're Looking For
We offer a variety of global benefits which are listed below! Please note a country-specific breakdown will be provided during your interview process.
We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need any assistance due to a disability, please speak to your talent acquisition partner.
At EcoOnline, we believe in the power of technology to reshape how organisations protect their people and the planet, paving the way for a safer, more sustainable future.
As a global SaaS leader, we’re at the forefront of innovation in workplace health, safety, and sustainability. Our team is passionate about creating meaningful impact and making a real difference.
Trusted by over 11,000 customers, we’re recognised as pioneers in our field, delivering expertise and guidance to empower our customers at every stage of their safety and sustainability journey.
We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliver solutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our customers.
Impact: A strong connection to our mission through product, customer and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces.
Innovation: Trusted by over 11,000 customers, you’ll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed.
Growth: Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector.
We're on a mission to protect people and the planet by building and deploying transformative software. We need everyone's energy and commitment, regardless of region or rank, to make that mission a reality for millions more customers.
Our culture code, a set of principles that underpins our values, is our commitment to each other and working better together.
Join EcoOnline and be part of a mission dedicated to driving positive change. Read on to learn more about the opportunity and how you can have a positive impact!
About The Role
We are seeking an experienced and dynamic Director of Customer Success to lead our North American Customer Success department across multiple product lines. In this role, you will be responsible for overseeing and optimizing the customer journey, ensuring successful adoption of our various software products, and providing top-notch technical support. You will lead a team of Customer Success Managers, and Technical Support Specialists, directly managing team members while also providing leadership and guidance to other indirect reports. As a key member of our Customer Success leadership team, you will report to the VP of Customer Operations.
Key Responsibilities
Team Leadership:
Directly manage and mentor a team of Customer Success Managers, and Technical Support Specialists.
Provide leadership and guidance to other team members in an indirect capacity, fostering a collaborative and high-performance culture within the department.
Customer Journey Optimization
Develop and implement strategies to enhance the overall customer experience and satisfaction across multiple product lines.
Collaborate with cross-functional teams, including Sales, Product Development, Engineering and Marketing, to ensure alignment with organization initiatives.
Develop customer management strategies for the team to deploy ensuring positive customer growth including upsells and cross sells.
Technical Support Management
Manage the Technical Support team, ensuring timely and effective resolution of customer issues and inquiries related to all product lines.
Implement and monitor support performance metrics and KPIs.
Customer Success Strategy
Develop and execute a comprehensive customer success strategy across all product lines to drive customer retention, expansion, and advocacy.
Identify opportunities for upselling and cross-selling to existing customers across different product offerings.
Customer Feedback And Insights
Gather and analyse customer feedback and data across multiple product lines to identify trends, issues, and opportunities for improvement.
Ensure ongoing feedback loop with Product and engineering teams to advocate necessary changes and enhancements based on customer insights for each product.
Reporting And Metrics
Create and maintain reports on customer success metrics, including team performance indicators and scorecards, customer satisfaction, NPS, and retention rates for each customer segment and product line.
Provide regular updates to the VP of Customer Operations on departmental performance.
What We're Looking For
- Bachelor's degree in Business, Marketing, or a related field.
- 2+ years proven experience in leading and managing Customer Success, and Technical Support teams in a B2B SaaS environment, preferably across multiple product lines.
- 5+ years in customer success, support, or related customer facing SaaS experience.
- Strong understanding of customer success best practices, customer journey mapping, and customer feedback analysis.
- Excellent communication and interpersonal skills.
- Data-driven mindset with the ability to use analytics to make informed decisions.
- Strong leadership and team-building abilities.
- Ability to thrive in a fast-paced, dynamic environment.
We offer a variety of global benefits which are listed below! Please note a country-specific breakdown will be provided during your interview process.
- Generous Paid Time Off
- Extended Parental Leave
- Robust Health Coverage
- Accelerated Learning Paths
- Team Wellness Initiatives
- Company-wide Events
- Employee Resource Groups
- ️ Recognition awards
We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need any assistance due to a disability, please speak to your talent acquisition partner.
At EcoOnline, we believe in the power of technology to reshape how organisations protect their people and the planet, paving the way for a safer, more sustainable future.
As a global SaaS leader, we’re at the forefront of innovation in workplace health, safety, and sustainability. Our team is passionate about creating meaningful impact and making a real difference.
Trusted by over 11,000 customers, we’re recognised as pioneers in our field, delivering expertise and guidance to empower our customers at every stage of their safety and sustainability journey.
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