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Director of Customer Success - Nova Scotia



Customer Service, Sales & Business Development
Halifax, NS, Canada
Posted on Wednesday, July 3, 2024

LifeRaft Director of Customer Success

This role will sit within HRM, Nova Scotia. Weekly onsite presence required.

Dedicated to the relentless pursuit of zero missed threats, LifeRaft strives to empower businesses and individuals with innovative solutions. We pride ourselves on our commitment to customer success and are looking for a strategic and experienced Director of Customer Success to lead and optimize the overall client experience, ensuring customer satisfaction, retention, and advocacy. You will oversee a team of customer success managers and specialists, driving excellence in client interactions and outcomes. This role requires a strong blend of leadership, customer-centric focus, and business acumen.

The ideal candidate will have a proven track record of building and maintaining strong client relationships, driving business outcomes, developing and implementing client success strategies and managing a team who delivers exceptional customer service. If you are a strategic leader with a passion for driving client success and satisfaction, we invite you to join our team and help us deliver exceptional value to our clients.

What You do as a LifeRaft Director, Customer Success

  • Reporting to the Chief Revenue Officer and working alongside other revenue team leaders, you’ll build a strong team culture by managing and overseeing the activities and performance of the Customer Success Team
  • Set the overall vision and strategic plan for the Customer Success team, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Reduce churn and drive new business growth through greater advocacy and referral capacity
  • Define and optimize the process across the end-to-end customer journey by driving programs and initiatives to improve engagement approaches and leading a culture of continuous improvement
  • Build and lead world-class team:
    • Recruit, onboard and develop top performers
    • Develop company-wide customer success processes
    • Foster collaboration within the team and across customers, i.e developing and sharing content and data to/from internal stakeholders (e,g., Marketing, Sales, Product/Engineering, etc)
    • Drive operational practices to track performance of teams and individuals
  • Collaborate with sales management to synchronize strategies, forecast renewals, devise coverage plans, and identify both opportunities and risks within accounts
  • Drive Account Growth Outcomes:
    • Shape future lifetime value through increased product adoption, elevated customer satisfaction, and improved overall health scores.
    • Mitigate churn rates and foster fresh business growth by amplifying advocacy and referenceability.
    • Provide transformative leadership to ensure the team is deeply motivated and engaged. Serve as an inspirational figure, leveraging the team's strengths and aligning their endeavors with the organization's mission and vision.
    • Address escalated client concerns promptly and decisively, coordinating company resources as necessary.