Senior Director, Customer Success

About the Role

Athennian offers the most advanced platform for managing corporate structure records. The world’s largest law firms and corporations use our products to manage their corporate records, governance and workflows. Our vision is to establish Athennian as the go-to platform for all critical business workflows for corporate finance, legal, compliance and tax teams, and keep them transaction ready.

As Senior Director of Customer Success, you will set the overall vision and strategic plan for the Customer Success Organization, with a focus on increasing lifetime value, leading a positive customer experience, and maintaining strong retention and renewal rates. We are looking for an inspiring people leader who will motivate an amazing team of Customer Success Managers and Customer Support Specialists. This is an integral role to the growth and development of the teams, and we expect you to apply your love of data and expertise to create repeatable, scale processes to ensure our customers receive massive value from our product.

Location

We have embraced a distributed model of working to reach the best talent in Canada. While some roles may require proximity to our Toronto, Calgary and Vancouver offices, roles based outside our office locations can be remote in Canada. Ideally we would like this position to be hybrid, coming into any of our office in Canada.

What You Will Be Doing

• Lead and manage a team of customer success managers and support specialists providing direction, guidance, and coaching to improve results and deliver exceptional customer service
• Lead customer communication with key or at-risk accounts as needed to drive adoption, retention, renewals, and growth
• Closely monitor accounts to spot churn risks and implement proactive interventions
• Maintain metrics and reports for monitoring the relationship with customers including customer health, surveys, NPS, CSAT, issues tracking, issue resolution time, etc.
• Support with the recruiting, onboarding, and retention of customer success team members
• Strategize and execute on initiatives to achieve team-level goals, including but not limited to churn reduction, user adoption, customer satisfaction, etc
• Participate in, and/or identify, design, and deliver cross-functional projects that support improvements in scaled processes, services, and systems to enable the team to exceed goals and spend more time with customers
• Define and optimize customer lifecycle by mapping customer journey with standardized intervention points and identifying opportunities for continuous improvement.
• Proactively provide customer insights and reports to the companyCollaborate and align with all departments in the Customer Experience Team, providing a smooth customer journey throughout
• Enhance the effectiveness and efficiency of the team through technology
• Drive Customer Success outcomes through increased renewal and expansion rates, decreased churn, improved customer health scores, and driving advocacy and reference-ability
• Working jointly with the expansion team, expand our revenue per customer through up-sell initiatives

What You Bring

• Think and act strategically, gaining trust and buy-in from team members at all levels of the organization
• Excellent verbal and written communication skills
• Have strong empathy for customers AND passion for revenue and growth
• Understand how to create processes and systems that multiply the capacity of your team
• Smart, detail-oriented, and resourceful
• Excellent organizational skills including prioritizing, scheduling, time management, and meeting deadlines
• Are highly independent, process-driven, data-obsessed, and organized
• 6+ years proven success of leading Customer Success teams at high growth, venture-backed SaaS companies
• A strong leader with experience building and managing a strong team of customer success managers while also passionate about the team’s continuous learning, development and growth
• Have measured and modeled the performance of your team(s) to inform business decisions

Our Culture

We believe incredible teams can solve any problem and we strive to be an inclusive workplace where ideas thrive. We are first and foremost an organization of people who are passionate about learning, building, and sharing software to transform the legal industry. Our team members thrive when they’re passionate about what they do. We strive to create an engaging environment with challenging tasks, foster meaningful relationships with colleagues, and encourage each other to become the best we can be. Whether you want to customize your workspace, share your latest hobby with the team, or broaden your horizons with a specific project, we have a wealth of opportunities to keep you growing and learning. We’re here to help you become the best version of yourself, all while having fun and connecting with coworkers.

Diligent Builder: Ability to design and build scalable systems

Focused Creative: Strategic mind with a solution first attitude and uses data to navigate the next steps

Ambitious Learner: Eager to take on new challenges and present innovative solutions

Champion Mindset: We set ambitious goals and hustle to make them happen

Benefits at Athennian

We offer competitive benefits and perks because we believe that happy people produce great results. We are always adding to this list based on employee feedback: generous vacation/sick/flex days, remote work options, flexible working hours, health/dental/vision/group life/gRRSP/LTD/AD&D/EFAP benefits , high growth environment, team-building, day-to-day variety (never a dull moment), MacBook for all employees, stock options, and a culture of transparency.