Work In Tech

About the Role

Keela is a fast-growing B2B SaaS company that enables nonprofit organizations to achieve their goals and drive positive change in civil society through innovative technology solutions. We're currently seeking a highly motivated and ambitious Director of Customer Success & Support
to build out the Customer Success function at Keela and oversee our Customer Support and Professional Services. This role will work closely with stakeholders across the business and will be responsible for developing and executing strategies that maximize ROI, increase retention, and reduce churn. The ideal candidate will have a passion for leading people, possess a tenacious and persevering work ethic, and excel at problem-solving and building.

Responsibilities

Leadership

• Lead the Customer Success, Customer Support, and Professional Services teams at Keela, setting clear team goals, KPIs, and performance metrics to drive exceptional customer service and achieve business growth.
• Provide guidance and oversight to the Customer Support and Professional Services teams, ensuring they are operating as efficiently and effectively as possible.
• Actively support the Customer Support and Professional Services teams during peak periods by filling capacity gaps and assisting with critical tasks.
• Monitor and analyze performance metrics of the Customer Support and Professional Services teams, collaborating with team leads to identify areas for improvement and implement effective strategies.
• Recruit, train, and mentor team members across the Customer Success, Customer Support, and Professional Services teams, fostering their professional development and ensuring they possess the necessary skills and knowledge to deliver an exceptional customer experience.
• Manage onboarding and training programs for new employees within the Customer Success, Customer Support, and Professional Services teams, ensuring their successful integration into the team and alignment with the company culture.
• Develop and manage budgets for the Customer Success, Customer Support, and Professional Services teams, including personnel, technology, and other resources.
• Identify and implement innovative tools, processes, and technologies to optimize operations across the Customer Success, Customer Support, and Professional Services teams, enhancing efficiency and improving effectiveness.

Customer Success

• Develop and execute a customer success roadmap aligned with the company's overall strategy and goals, collaborating with the executive team to define and refine the customer success vision, mission, and long-term objectives.
• Foster strong relationships with key stakeholders, including executive leadership, sales, marketing, and product teams, to ensure cross-functional alignment and collaboration, driving customer advocacy, and promoting a customer-centric culture across the organization.
• Collaborate with the executive team to develop and monitor KPIs and metrics to measure the effectiveness of customer success initiatives and demonstrate their impact on customer satisfaction, retention, and revenue growth.
• Collaborate with the Product team to gather customer feedback and insights, leveraging this information to inform product development decisions that enhance the customer experience, drive adoption, and improve retention.
• Proactively identify and address friction points in the customer journey, continuously improving the customer experience and establishing a framework to measure the effectiveness of these efforts, collaborating with stakeholders to identify touchpoints.
• Lead customer onboarding initiatives, continuously refining and optimizing the process to ensure successful product adoption, while implementing metrics to measure onboarding effectiveness and tracking success metrics for ongoing improvement.
• Establish a framework to define criteria and standards for the Minimum Viable Customer (MVC), ensuring customers receive sufficient value to drive engagement and adoption, leading to improved retention rates.
• Optimize customer information management tools (e.g., HubSpot and ChurnZero) to maintain accurate and up-to-date data.
• Implement customer engagement programs, including webinars, user groups, and customer advisory boards, fostering a strong community of customers.
• Continuously monitor and analyze customer success trends, industry benchmarks, and competitive landscape to identify opportunities for improvement and innovation.
• Establish and manage a Customer Advisory Board consisting of key customers to gather valuable feedback, insights, and expertise, which will directly inform product direction, shape go-to-market strategies and guide initiatives for maximizing customer satisfaction and business growth.
• Establish a customer feedback loop to gather insights and recommendations for improving product offerings, addressing customer pain points, and enhancing the overall customer journey.

Key Characteristics

• Demonstrates ambition and brings positive energy to the workplace, inspiring others to work towards shared goals and fostering a collaborative and supportive team environment.
• Has a results-oriented mindset and possesses strong planning and execution skills, effectively balancing strategic planning with hands-on implementation.
• Works autonomously in a startup environment and collaborates cross-functionally to influence leadership, align stakeholders, and execute strategies that drive business objectives.
• Exhibits innovation and prioritizes customer needs and satisfaction, constantly seeking new ways to improve and deliver exceptional customer experiences.
• Encourages experimentation and risk-taking to drive constant evolution and improvement, recognizing the importance of calculated risks when necessary and executing decisions efficiently.
• Challenges the status quo, takes initiative, and proactively identifies and solves problems, bringing a proactive and forward-thinking approach to drive continuous improvement.
• Makes informed and timely decisions, striking a balance between thorough analysis and the need for agility and action in a fast-paced environment.
• Demonstrates adaptability and takes ownership of their work, effectively navigating changes and taking responsibility for achieving desired outcomes.
• Maximizes efficiency and optimizes resource utilization across all aspects of the business, ensuring resources are effectively allocated to achieve optimal results

Qualifications

• 5-7+ years of experience in customer success or related fields
• 5+ years of experience leading a team, including coaching and mentoring
• Bachelor's degree in Business, Marketing, Communications, or related field, or equivalent experience
• Experience working in a B2B SaaS company, and experience in the nonprofit sector is a bonus
• Deep understanding of customer success principles and practices, with a focus on delivering exceptional customer experiences and driving satisfaction and retention.
• Ability to develop and execute customer success strategies that contribute to revenue growth.
• Strategic thinker with the ability to align customer success initiatives with overall business goals.
• Excellent communication and relationship-building skills, with the ability to collaborate cross-functionally and influence key stakeholders.
• Strong analytical and problem-solving abilities, with the capacity to make data-driven decisions and develop innovative solutions.
• Business acumen, including an understanding of revenue generation, profitability, and financial metrics.
• Familiarity with customer success tools and technologies, such as Hubspot and ChurnZero.

About Keela

Keela is on a mission to empower every social impact organization around the world with technology. We believe that access to powerful tools will change how nonprofits fundamentally work. We build and support software that we designed specifically for the needs of nonprofit organizations. Our team is passionate about excellence, and proud of our diversity and inclusion — something that we believe is a source of deep strength in our growing company. We are a team of builders and leaders truly dedicated to building a profitable, globally impactful, sustainable and ethical business.

We are a close knit team of around 70 in Canada, the US, and Nepal. Our company is based in Vancouver, but operates almost entirely remotely. We are passionately driven to hit targets, help customers, and reach our next milestone. We love to win and we are driven by the understanding that every nonprofit that adopts Keela can do more good in this world, help more people and drive more positive impact, that is what motivates us every day.

How to Apply

Please send your resume to [email hidden] detailing why you'd be a great fit for the role. ONLY applications submitted as instructed will be accepted. We look forward to hearing from you!

Please note, we are accepting applications from Canada and the United States; however, the legal structure of the relationship (eg. employee vs consultant/contractor) may be different, depending on the residency and jurisdiction of the applicants.

Compensation

Base salary: $110,000 - $120,000 CAD
OTE target: $160,000 CAD