We are looking for a proven and resourceful leader to run and grow Customer Success at U+. Collaborating with cross-functional strategic leaders across Product, Scrum Master, and Recruitment, this position will be instrumental in defining the strategic direction and operational strategies for Customer Success. This individual should chip in to identify areas for continuous improvement, contribute to policy definition and most importantly develop the talent in our organization.
What are you going to be doing?
- Grow the leadership capability in the org through hiring and mentorship
- Attract and nurture top talent
- Monitor and optimize critical business processes
- Provide leadership direction and strategy with regards to our CS specific OKRs
- Anticipate the continuous evolution of our customers and their needs in partnership with product, support, and analytics leadership
- Define and implement a strategy to improve customer experience, scale the team, develop talent, balance cost, lower churn, etc
- Identify and implement frameworks and programs that will develop support leadership and support engineering talent to be the best they can be
- Analysis of operational metrics to determine strategic wins and drive improvements that will increase value for cloud customers
- Implement, improve and standardize key processes to ensure consistent and reliable journey for customers
- Develop an environment and culture of customer tenacity throughout U+
- Present strategy, key insights, financial/non-financial achievements, quarterly progress updates etc to partners in a compelling manner
We'd be happy to see
- 5 - 7 years of management experience leading teams in product development
- Leadership experience leading large teams to meet and exceed operational performance goals
- Experience managing managers and a proven track record to scale organizations up to 100+ in size
- You have experience in designing and implementing talent cultivating programs that grows strong leaders and strong success teams
- You have related experience in building a customer-centric culture that champions a customer first mentality
- You have demonstrated experience with interpreting data analytics to derive insight and drive customer value
- You can demonstrate success in cross functional influence and inspiring change in a matrices environment
- You are passionate about the customer and delivering focused measurable improvements
- Experience dealing with competing priorities in a fast-paced environment
What we offer
- Unlimited paid vacation
- Work from anywhere
- Post Pandemic - regular team buildings and opportunities for working with team remote at location paid for by company
- Working on international projects across broad industry sectors developing products
- Work with diverse group of people across Canada, US, Europe
Job is Archived
You may have followed an invalid link or the job you are looking for has been archived.
Learn About GoHire