Senior Customer Success Leader Jobs

Effective project management skills, including ability to manage resources on a cross-functional team.

Increase the participation in free service offerings such as the Getting Started & Onboarding webinar series.

Physically based in the US or Canada and comfortable working with a remote, international team.

Ability to learn modern customer enablement SaaS and servicing tools to better understand, manage, and support our customers

Fully paid medical and dental benefits

Working from home allowance (where we don't have any co-work spaces available)

Follow an account management process and record all activities in our CRM and collaborative tools

Manage client relationships from onboarding to renewals

Ensure that client requests and related escalations are efficiently managed across the organization

5+ years experience in customer success, customer experience or related roles

BA/BS degree or equivalent practical experience

Excellent verbal and written communication skills

You aspire to become an expert in customer change management and software adoption tactics and strategies

Extended health & dental benefits that kick in day 1

You own and turn around common at risk scenarios

Platform adoption - user frequency, depth, breadth (% customers above the usage benchmark)

Content quality - best practices (% customers with content quality scores above the ‘what good looks like’ benchmark)

Advocacy - customer referenceability, G2 reviews, NPS, case studies

Partner with other members of the management team and contribute to Foodee’s overall strategy and plans.

3-5 years overseeing Customer Success or Account Management teams

Well-versed in SaaS sales processes and pipeline management

Partner with other leaders to develop and manage Foodee’s Marketing, Sales and Success process.

Revenue forecasting and churn modeling experience

Experience with creating & managing compensation plans

5+ years experience in Customer Success, Account Management or related roles

Manage key strategic D2L customers, with a focus on developing strong, referenceable relationships

Develop and manage a Customer Retention Plan that articulates the drivers of customer and product retention and associated risks

Report against customer success criteria and manage initiatives to meet them

Develop and manage an engagement model with the customer that expands and manages all key relationships within the customer and D2L

Experience establishing joint strategic goals with customers and measuring progress and outcomes

The chops to effortlessly manage a world-class call center - and you can prove it!

Hybrid work environment (we work from home 2 days a week)

Live in Vancouver (hybrid work schedule)

7+ amazing years under your belt in a Customer Success environment.

A solid track record of improving NPS & CSAT status.

A magnet-like ability to attract the very best players to join your team.