Head of Customer Success (Vancouver)

By | June 12, 2019

As a company, XenCALL’s focus is on providing ‘the best’ Cloud Communications Platform system with built-in VOIP Integration; our vision is to transform the way that companies communicate with their customers. Our product has been profitable for over five years and is constantly growing, allowing us to grow internal opportunities and provide more benefits back to our coworkers.

We’re looking for a Head of Customer Success to help us drive Customer Success as a company culture, define and optimize the customer lifecycle, and lead and inspire a world-class team. The ideal candidate has previously created the vision for Customer Success, managed a team and has established Success as an integral part of an organization’s culture.

Qualifications:

-3 + years of customer success leadership experience, with a minimum of 2 + years as team lead
-Experience managing a customer success team ranging from 4-10 people
-Demonstrated consultative sales acumen. You will be coaching your team on how to handle up-sell and renewal opportunities, and step in when needed to take the deal over the finish line.
-Experience with SaaS and customer health metrics, and what levers move them. We run a data-driven customer success operations here. You’ll have lots of data to aid your day-to-day decision making
-Experience managing a customer support team with multi-channel support (ex. Phone, Chat, and/or Email)
-Experience with CRM software and MS Office (particularly MS Excel) Proficiency with configuring, maintaining, integrating, and optimizing chatbots
-Proficiency as an Administrator / Owner with ZenDesk, Hubspot Service Desk, and other relevant support tools
-Proficiency with SQL (intermediate level) and knowledge of data and/or SQL related platforms (Tableau, Mixpanel, Metabase, etc)
-Proven work experience in customer support, account management, or other relevant customer experience

Your role:

-You’ll lead, coach and manage the CSM team. The CSM team’s performance and health is your number one priority.
-You’ll be spending a lot of time with your team. This includes: 1:1s, call coaching, handling escalations, running account strategy sessions, and running churn retrospectives.
-Administrative responsibilities will include performance reviews, comp reviews, bonus plan administration, customer renewal forecasts and hiring forecasts.
-You’ll drive Customer Success outcomes to increase renewal rates, reduce churn and drive expansion through user adoption.
-You’ll define and optimize the customer lifecycle including mapping the customer journey against our current -Success efforts and identifying challenges and areas for improvement.
-You’ll manage the effectiveness of Customer Success by defining key metrics, customer training, identifying advocates within accounts and content creation.

Benefits:

We want XenCALL to be an amazing place to work, and we do our part to take care of our team. In addition to a competitive salary, we provide:

-Monthly extra-curricular activities, such as socials, boat cruises, comedy clubs, beach bbqs! We’re open to suggestions for fun new activities so bring a few ideas along!
-A great office space (a penthouse suite) with the most incredible views!
-The tools you need to get the job done well!
-A full benefits package, including dental, paramedical, employee assistance program and more..
-Free access to a gym and bike storage unit
-An education and training grant in your second year
-Recognition and rewards
-Volunteer opportunities in the community
-Work/life balance
-Paid sick days
-Custom ordered snacks!

To apply, please head to our company website : https://xencall.bamboohr.com/jobs/view.php?id=39