Director of Customer Success – Vancouver

Vancouver, BC, V6A 2L7, CA

 About Us
  
LoginRadius was established in 2012 with the mission to simplify the way in which businesses can effectively connect with their customers while ensuring data security and privacy. We have grown exponentially from a small startup to a multi-faceted, industry-leading customer identity and access management platform that is trusted by over 3,000 businesses worldwide. LoginRadius is headquartered in Vancouver, Canada and is a global company with clients in over 100 countries and offices in United States, United Kingdom, Australia and India.
  
Our Culture
  
We embrace the startup vibe of being agile, with open communication and teamwork. We’ve created a work environment where you’ll learn, challenge status quo, let your creative juices flow, and have your voice heard. In short, we move fast, we learn from our mistakes and we enjoy hanging out. Come join us! Learn more about us at www.loginradius.com!  
 
LoginRadius is seeking a Customer Success Director to lead our incredibly successful customer success team in Vancouver. Are you competitive and self-motivated? Do you have customer relations experience? Do you want to join a high producing team in a fast-paced company?
  
Your Role…
 
  • Drive customer success outcomes: increase renewal rates and reduce churn, influence future
  • lifetime value through higher product adoption, customer satisfaction, and overall health scores
  • Define and optimize the customer lifecycle
  • Drive alignment with renewals and up-sell/cross- sell strategy
  • Measure effectiveness of customer success with operational metrics for the team
  • Improve CSM process and performance
  • Make data-driven decisions around customer success, activating and retaining customers in order to improve results through continuous testing and refinement strategies
  • Create and curate customer success assets including best practices, product literature, implementation guides, case studies and video testimonials.
  • Consistently monitoring the customer success activities, and tracking and analyzing the metrics
  • Ensure that we benchmark against the best businesses in the SaaS space
  • Reporting on customer success activity and forecast to the company management
  • Hire, Train, and Manage team of Account Managers, Tech Support Engineers and Implementation Engineers
  • Motivate Individuals and Team to exceed objectives through coaching, regular broadcast of results
  • Identify and make recommendations for improvement in the areas of Process, Efficiency, Productivity
 
What you bring to the table…
 
  • Proven experience of minimum 3 years of successfully managing Customer Success team including account managers, tech support engineers and solution implementation engineers.
  • Strong knowledge of SaaS metrics and funnel – customer onboarding, customer retention, churn rate, customer satisfaction, cross-selling, and upselling
  • Having technical competence and understanding of SaaS software and APIs
  • Proven ability to lead and collaborate with cross-functional teams
  • Outstanding project management skills
  • Outstanding communication, organizational and time management skills.
  • Ability to motivate and lead a team
  • Ability to hire and train new team members
  • Excellent computer skills and tech savvy
  • Excellent written and verbal communication and presentation skills
  • Superb analytical skills and you have mastered data analysis with Excel/Google Sheets, or equivalent
  • 5 years’ experience in B2B customer success
  • University degree in business or computer science is required
 
Company Perks…
 
  • Competitive compensation
  • Medical, dental, and vision insurance premiums are 100% covered
  • Free daily breakfast and weekly catered lunches
  • Fully stocked kitchen full of snacks
  • Casual dress code 
  • Free transit pass

Sounds like you?

Get in touch! Tell us about yourself and why you would be a great fit for LoginRadius.

Apply for this Position

Do you want to be a part of a tight-knit team in a fast paced industry where decisions are made quick and everyone's opinion is heard? The LoginRadius office houses an up-beat, fun, start-up atmosphere filled with some extremely motivated individuals.

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