Director of Customer Success Job in Vancouver for Advisor Websites | Jobs.ca
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Director of Customer Success

October 8 2020
Industries Marketing, Advertising, PR and related
Categories Call Center manager, Customer service, Customer Service, Call Centres
Vancouver, BC

Advisor Websites, a tech company based out of Vancouver, is seeking to hire a Director of Customer Success. This is an opportunity to manage one of the largest teams in our company and drive the innovation behind our customer journey. Our Customer Success department works closely with customers to ensure they are satisfied with the website services they receive and to improve upon areas of dissatisfaction. The department itself is made up of our Website Creation team, responsible for launching websites, and our Support team, responsible for ongoing website support.

Advisor Websites is a fast-growing company and is looking for a team member who is good with change, quick to adapt, and eager to grow with us!

Advisor Websites is a 3-time Growth 500 Canada’s Fastest Growing Company Award winner (2017-2019) and a 2020 Globe and Mail Employee Recommended Workplace.

Our COVID-19 Response:

To adjust to the current situation around COVID-19, our job application process will be completed via phone and online during this time. We are still running our business as usual while working remotely. We're dedicated to remaining flexible as long as necessary to keep our employees and our community safe. Employees will be welcomed back to our Vancouver office as it is safe to do so.

Responsibilities:

  • Develop and implement the vision for the long-term strategy of the Customer Success department
  • Organize the Customer Success department’s goals, priorities, and initiatives
  • Increase renewal rates and reduce churn
  • Expand our revenue in accounts through cross-selling and up-selling
  • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
  • Drive new business growth through greater advocacy and referability
  • Find solutions to escalated Customer Success issues
  • Collaborate strategically with other stakeholders in the business to deliver value to our Enterprise partners
  • Assist with hiring, onboarding, coaching and developing team members
  • Create and own the vision to continuously improve our specialized client journey.
  • Take a leadership role in continuously improving our business processes, leadership development of employees, and overall performance
  • Create and support a healthy and functional work environment to bring the best out of their team



About You:

  • 3+ years of management experience
  • 5+ years of Customer Service experience
  • 3+ years SaaS experience
  • Experience with managing and scaling a customer success team of 10+
  • Experience using a CMS (Drupal/Wordpress Etc)
  • Enjoy managing people and helping others grow their careers
  • Customer-focused with a high level of comfort engaging with them on the phone and online
  • Thrive in a goal-driven environment
  • A project management mentality towards organization and task prioritization
  • Passionate about the web and technology
  • A collaborative attitude with a strong mind towards change management
  • HTML & CSS experience is a bonus


The Perks:

  • BucketList Program: 1 day off and $$ to spend every year to knock items off your personal BucketList
  • Wellness Days: In addition to vacation days, you have 8 additional days off you can use when you just need a break
  • Education Fund: $500 per year to help you grow
  • Health and Wellness Fund: To encourage you to look after yourself and live a healthy lifestyle
  • Extended Medical and Dental: What you would expect from your employer
  • Educational Sessions: We bring in professionals to teach the team something new
Apply now!