Vp Of Customer Success

Noibu is Canada’s Capital city’s fastest-growing technology company. We help brands recover millions of dollars in lost sales every day by helping them detect, manage and resolve critical errors on their online store. You may have heard of some of our customers like Levi’s, Champion, Air Transat, Guess, and Jelly Belly.

The tenet of our culture has been ‘People First’ from Day 1. Our Employee Satisfaction Survey scores have consistently been the highest in our city year over year and we're always striving on being better!

Noibu is seeking a creative and exceptional Vice President of Customer Success to join our team. As the VP of Customer Success, you will be responsible for driving key metrics and strategies, influencing GTM and Product strategies with customer insights, and leading a high-performing team.

What you'll be doing:

• Identify KPIs and metrics to measure team performance and manage your team to those goals and outcomes
• Act as the voice of the customer across the business, leveraging customer insights and feedback to influence GTM and Product strategies. By closely collaborating with cross-functional teams, you will help shape our product to better meet customer needs, ultimately driving growth and customer loyalty
• Continuously stay updated on industry trends, best practices, and emerging technologies in e-commerce and dev tools
• Develop and maintain strong relationships with key stakeholders, becoming a trusted advisor for customer accounts
• Drive the adoption and utilization of Noibu's products, ensuring customers maximize their value
• Lead from the front by fully understanding and being able to step into the job of each CSM when needed
• Responsible for making sure the CS team is continually engaging with customers to drive adoption, value, and advocacy
• Demonstrate a hands-on approach, being willing to dive into customer issues and provide hands-on support when needed
• Collaborate with cross-functional teams to align Customer Success efforts with Sales, Product, and Marketing strategies
• Responsible for recruiting, training, and mentoring of Customer Success Team (and directly leading a team of people leaders)
• Implement best practices for onboarding, training, and ongoing support to drive up our active users and increase GRR
• Drive value to the customer in any way possible. Even if that means augmenting the product with your team
• Develop and execute strategies to drive key Customer Success metrics

Who you are:

• Experience in the e-commerce or dev tools industry is highly preferred
• Strong leadership skills, with the ability to inspire and motivate a team
• Strong commercial skills, including the ability to identify and capitalize on revenue expansion opportunities
• Proven experience growing a Series A/B to Series C/D/Exit stages, with a solid understanding of the challenges and opportunities associated with growth
• You have a track record of driving Customer Success and increasing gross recurring revenue (GRR) by a minimum of 10%
• You are willing and able to address escalated customer issues with speed, urgency, and empathy
• You have a passion for winning and delivering exceptional results, with an intense drive to become an expert in the e-commerce space
• Excellent communication and interpersonal skills, with the ability to engage and influence customers at all levels, including executive-level conversations
• Experience working in a high touch Customer Success environment where Customer Success played a large role in driving customer value to customers
• You bring a multi-disciplinary experience across various Customer Success functions, including Onboarding, Solutions Engineering, Support, CS Management, and CS Ops

Why should you consider Noibu?

🦄 We’re working to be Ottawa’s next Unicorn

Noibu is going to impact billions of shoppers. By joining our small team on the ground floor, you have the opportunity to do something amazing with us and grow more than you even realize is possible.

💰 Compensation

We're a pay for impact company that is striving to lead the market in regards to compensation. Outside of your base salary, you have access to our Employee Stock Option Plan and potential variable pay or bonus arrangements.

🕰️ Unlimited Time Off & Flexible Working Style

In addition to unlimited time off, we enforce an annual minimum of 3 weeks for all employees and have a company wide holiday shut down every year. Our flexible working style means you get to work when and where you want.

🦷 Benefits from Day 1

Imagine having to wait 3 months into your new job to go to the dentist? Never at Noibu. We hired you. We believe in you, and everyone gets access to all benefits, perks, and allowances from their first day with us 🤝

🎉 Fun & Engagement

Lots of companies preach having fun, but we seriously do walk the walk. Think things like Monthly Company-Wide & Team-Specific Socials, frequent post-work Happy Hours, and a MAJOR annual Holiday Party 🎄

• Plus much, much more

If you have experience that’s close to what we outlined but think you might be missing a couple of things, apply anyway! 🚀 What’s the worst that could happen? Noibu looks for people with exceptional potential, and we know that this takes many forms.

At Noibu, we are committed to building and fostering an environment where our employees feel included, valued, supported, and heard. We strongly encourage applications from Indigenous people, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities. If you require any accommodations, please notify us and we will ensure you can participate fully and equally during the recruitment and selection process.

We encourage all applicants to indicate their preferred pronouns on their application (e.g. she/her/hers, he/him/his, they/them/theirs, etc).