Head of Client Success Management

We are a cutting-edge B2B SaaS company that helps insurance brokerages and agencies in Canada, the US, and the UK improve operational efficiency and growth using automation. If you've already proven yourself in a leading Client Success role and want to work in a fast-growing SaaS company, then this opportunity is for you

Benefits

• Paid annual company retreat
• 25 paid days off per year
• Comprehensive paid time off policies including vacation, sick, parental, and bereavement leave
• Bonus structure
• Comprehensive insurance plan after 12 months

What You Will Be Doing

• Leading the customer success team, from building the department to developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner
• Adding value to customer relationships and driving the desired customer goals by either actively participating in client discussions
• Determining the metrics, health scores, and KPIs relevant to each account, the entire team, and the entire business
• Deciding how the CS team will track these metrics and who has the overview for each account
• Increasing product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.
• Collaborating with sales and marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI
• Drafting, approving, and implementing compensation plans for the entire CS team with the goal of encouraging productivity and performance and rewarding customer-goal and business-goal achievement
• Relationship management across the entire CS team, helping team members maintain and improve customer relationships

Your Profile

• Minimum 3 years of experience working as a Client Success Manager, leading a customer success team with proven performance and specific revenue goal achievement
• An MBA or related graduate or post-graduate degree is ideal, with a technical undergrad degree being an added advantage
• Deep understanding of software businesses, with knowledge of both the subscription and renewal models
• Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward
• Business development knowledge and, ideally, experience growing a business
• Strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset
• Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports

What You Will Focus on

• Client Onboarding: Lead the development and execution of a seamless onboarding process to ensure new clients are set up for success from day one.
• Client Relationship Management: Build and maintain strong, long-term relationships with key clients, acting as their primary point of contact.
• Client Retention: Develop and implement strategies to increase client retention rates, ensuring customer satisfaction and loyalty.
• Team Leadership: Manage, mentor, and grow a high-performing Client Success team, fostering a client-centric culture.
• Performance Metrics: Define, track, and analyze key performance indicators (KPIs) to measure the effectiveness of client success initiatives and drive continuous improvement.

Top Reasons to Work with us

• Remote work
• Opportunity to work for a growing tech start-up company
• Have an impact on many areas of the business
• Career growth opportunities

So, if you are a Client Success professional with proven results, please apply today

Only shortlisted candidates will be contacted.