Customer Success Director

Job Description

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<p><strong>The Company</strong></p>
<p>Owner Relations Technology is an IT company that is growing fast. We supply a unique software solution for Property Managers and Hoteliers worldwide. We specialize in developing robust Owner Accounting and Owner Portal software solutions for Condo Hotels, Fractional Hotels, Timeshare Resorts, HOAs, Residence Clubs, and Property Management Companies. Our client base consists mainly of 4- and 5-star Resort hotels worldwide.</p>
<h3>Job Description:</h3>
<p><strong>Customer Success Director</strong></p>
<p><strong>Owner Relations Technology</strong></p>
<p><strong>Squamish, BC, Canada</strong></p>
<p>We are seeking a Director of Customer Success to join our team in BC, Canada. Reporting to the GM of Owner Relations, you'll lead the Customer Success department, encompassing support, account management, and client onboarding. The ideal candidate will be a player-coach, strategic thinker, and project quarterback, combining high level strategic thinking with a ‘get it done’ attitude to ensure exceptional customer outcomes.</p>
<h3>Job Responsibilities:</h3>
<ul>
<li>Define and execute the strategic vision for Customer Success and Account Management, ensuring positive client outcomes and maximizing lifetime value.</li>
<li>Establish and report key Customer Success metrics (KPIs) to leadership, providing insights on customer health, retention, and growth, and analyzing the impact of initiatives on business outcomes.</li>
<li>Implement churn reduction and customer retention strategies.</li>
<li>Lead the development of a company-wide customer success motion, using processes and data to improve engagement metrics.</li>
<li>Lead and grow high-performing managers and their teams.</li>
<li>Stay abreast of market developments and investigate new technology solutions.</li>
<li>Lead the Account Management process, developing escalations, processes, and market segment procedures.</li>
<li>Use Back 2 Base (B2B) philosophy to drive account growth with Account Managers.</li>
<li>Drive product adoption by identifying training opportunities for clients.</li>
<li>Develop and manage internal escalation processes, coordinating resources as needed.</li>
<li>Streamline client onboarding processes.</li>
<li>Collaborate with Product and Development teams to address customer needs and inform product improvements.</li>
<li>Advocate for client needs internally.</li>
<li>Drive talent sourcing and employee development.</li>
</ul>
<h3>Job Qualifications:</h3>
<ul>
<li>Bachelor's degree or equivalent experience.</li>
<li>Experience in building and scaling customer success functions within high-growth environments.</li>
<li>At least 7 years of customer service or related experience with increasing strategic and leadership responsibilities.</li>
<li>Proven ability to build, mentor, and scale high-performing teams.</li>
<li>Leadership experience managing both individual contributors and managers, preferably in startup environments.</li>
<li>Experience driving SaaS metrics like churn reduction, expansion revenue, and NPS/CSAT.</li>
<li>Strategic thinker with the ability to develop and execute strategies from start to finish.</li>
<li>Ability to analyze customer data to inform decisions and improve outcomes.</li>
<li>Understanding of financial aspects related to customer success.</li>
<li>Proven project management skills ensuring timely execution of initiatives.</li>
<li>Strong communication and presentation skills across organizational levels.</li>
<li>Proficiency with standard business and collaboration tools.</li>
</ul>
<p>Business Unit: Owner Relations</p>
<p>Scheduled Weekly Hours: 40</p>
<p>Number of Openings: 1</p>
<p>Worker Type: Regular</p>
<h3>More About Jonas Software:</h3>
<p>Jonas Software provides enterprise management solutions across various industries. With over 65 brands, Jonas is a global leader committed to innovation, quality, and customer service. Headquartered in Canada, Jonas employs over 2,000 professionals worldwide and is part of Constellation Software Inc.</p>
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