Customer Success Director - Remote

Overview

We are searching for a Customer Success Director to join our team on a full-time basis. This new role is a fully remote position, and the successful individual could be based anywhere in Canada. Overseeing our Sales Closer Team, this position will work closely with all teams to ensure the success of our Partners. Together with all Teams, the Customer Success Director is responsible for the continued success of Wishpond Technologies Ltd.

In Short

• Lead customer success strategies for user adoption and retention.
• Collaborate with Product, Marketing, and Sales teams.
• Oversee support operations and manage key accounts.
• Develop KPIs for success metrics like NPS and retention.
• Foster a customer-first culture across all teams.
• Manage the customer success budget effectively.
• Recruit and mentor a high-performing Customer Success team.
• Implement programs to enhance customer satisfaction.
• Drive actionable improvements from customer insights.
• Work standard business hours based on PST or EST.

Requirements

• 5-7 years of experience in a SaaS or marketing agency.
• Strong leadership and negotiation skills.
• Detail-oriented with a client-first mentality.
• Technical and analytical skills are essential.
• Excellent communication abilities.
• Fluency in English; a second language is a plus.
• Capacity to manage global teams and complex projects.
• Organized with strong administrative skills.
• Commitment to customer satisfaction.
• Passion for personal and team development.

Benefits

• Fully remote position allowing you to work from home.
• Exciting environment with a strong leadership team.
• Comprehensive training and regular performance reviews.
• Competitive compensation based on experience.
• Referral programs with incentives and bonuses.
• Product discounts for personal business use.
• Opportunities for personal development and growth.
• A global workforce with a multicultural team.
• High-growth SaaS technology company.
• Corporate headquarters in Vancouver, British Columbia.