Head of Customer Success

Delivery · Toronto, Ontario
Department Delivery
Employment Type Full-Time
Minimum Experience Executive

Want a job that truly changes lives… Let’s talk eSSENTIAL Accessibility! 

 

Who Are We?

Join the team that’s transforming the accessibility industry! We help create inclusive web, mobile, and product experiences through accessibility testing, evaluation and remediation—allowing organizations to enhance the digital experience for people with disabilities, comply with regulatory and statutory accessibility standards, and project an inclusive and disability-friendly presence. We also offer an assistive technology application, a powerful suite of keyboard, mouse and touch replacement tools designed to make the digital world accessible to all.

Web accessibility is changing and evolving at an incredible pace. Consumers, regardless of their abilities or disabilities demand digital experiences that are intuitive and inclusive. It’s an amazing time for the web accessibility industry and eSSENTIAL Accessibility is on a mission to be a primary engine that fuels innovation in this space.

 

How you Support Our Growth

We are a start up and scaling fast. As our new Head of Customer Success you are an implementer and not afraid to roll up your sleeves. You will define and lead the Customer Success strategy that supports customer growth whilst simultaneously keeping our early customer delighted. You are the quarterback for the strategic planning, management and measurement of the success of our customers through business reviews, product roadmap, data analytics and presentations.

 

Customer Success Strategy:

 

  • Set the customer success strategy and work closely with eAs Product, Sales and Marketing Team to identify new features and improvements to our platform that will improve the customer experience, especially as we scale
  • Lead and coach team of CSMs to consistently achieve high renewal rates and revenue expansion by providing customers with measurable value with eA technologies
  • Design and own all customer success objectives aligned to our scaling business goals, KPI’s and performance metrics and report on churn rate, customer happiness and customer ratings to the Executive team
  • Accountable for forecasting and achieving quarterly/annual targets by growing and retaining the existing account base and reducing churn; maintaining high customer satisfaction and customer retention rates
  • Forecast upsell opportunities within CSM portfolio and present to executive leaders the information needed to assess which clients have the highest potential value, impact and strategic alignment with our products and services 
  • Align with the Sales Team to drive new business growth and expand revenue opportunities within existing accounts through cross-sell/up-sell opportunities 
  • Define segmentation of customer base as we scale and create strategic approaches that result in high customer satisfaction scores and product adoption and engagement
  • Be influential in increasing future product adoption and identify potential risks and managing through to resolution
  • Oversea the full customer experience; listen, identify and decrease gaps in our process to increase client satisfaction, renewal rates and reduce churn
  • Be the CSM team risk escalation point of contact and provide effective mitigation coaching and guidance for resolution
  • Enhance effectiveness and efficiency of client services through technology support systems e.g. customer success management platforms, time tracking tools
  • Inspire customer success across the company and create a company-wide culture of Customer Success

 

People Management 

  • Implement an onboarding training and development program, action plans and playbooks to enable our customer success team to rapidly be subject matter experts and able to provide exceptional customer service for all customers that enables account growth and retention
  • Develop and motivate a high performing customer success team in a rapidly changing/growing environment with an established tier of clients
  • Coach team members on the most effective Customer Success strategies that drive digital accessibility adoption
  • Set standards for CSM capabilities, including success measure metrics, reward methodologies, tools to be used and ensure training is provided where needed
  • Own the delegation of work to the CSMs and set regular performance targets for individuals and the team and conduct performance reviews as needed
  • Encourage innovation and drive a growth mindset across the team
  • Partner with People Experience team for recruitment activity to attract high potential individuals contributors to the team

 

Critical Thinking:

  • We win as a team - Driving business values and goals through all that you do
  • Look ahead and provide advice and guidance for potential future roadblocks 
  • Cross-Functional working mindset and looping in internal expertise where needed
  • Suggest new tools and best practices for Customer Success and execution
  • Be a leader of change and encourage a Growth Mindset across the business

 

eSSENTIALS You Bring To The Table

  • 5+ years experience in leading customer-facing organizations
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Proven ability to grow successful CSM teams in scaling organizations
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills

 

Desired But Not eSSENTIAL

  • Ideally combined background of post-sale and sales experience
  • Relevant Bachelor’s degree; preference for computer science or related degrees

Thank You

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  • Location
    Toronto, Ontario
  • Department
    Delivery
  • Employment Type
    Full-Time
  • Minimum Experience
    Executive