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Director, Customer Success - Mid-Market

Vena Solutions

Vena Solutions

Customer Service, Sales & Business Development
Toronto, ON, Canada
Posted on Tuesday, June 4, 2024
This is a flexible position and has the option of working in our Toronto office full time, hybrid throughout the week or working entirely remotely. #LI-remote

Are you someone who loves to develop people and build deep and meaningful client relationships in a fast-paced environment? Do you enjoy advocating for customers and making them wildly successful? Do you want to learn and grow with an amazing team with one of the fastest growing FP&A cloud companies in the world?

As Director, Customer Success, Mid- Market you will lead a team of customers success managers responsible for delivering value to a portfolio of Mid-Market customers. You will provide direction and guidance to your team while innovating and evolving processes to improve renewal rates, expansion growth rates and customer satisfaction. You will focus on building a winning culture while staying true to our customer centric core values to ensure that all key objectives of your organization are met.

What you will do:

  • Lead and inspire a rapidly growing Customer Success team while driving the retention and growth strategy of Vena's Mid-Market customer segment as a hands-on leader.
  • Mentor and develop Mid-Market segment leaders and/or team leads to achieve their personal and professional objectives.
  • Coach CSM team members to become trusted advisors developing deep relationships and high adoption within their client portfolios through motions that help customers recognize the strategic value of their investment.
  • Monitor and inspect CSM performance; providing coaching, mentoring and guidance as needed to ensure that all key priorities are met.
  • Support your team members personal and professional development through consistent feedback and formal performance reviews as well as supporting career development opportunities through delegation of assignments and workstreams.
  • Develop strategic plans with clear and measurable objectives, that focus on advancing Vena's Customer Revenue and Customer Experience objectives within the Mid-Market Segment as well as all customer segments where applicable.
  • Manage an accurate expansion and retention forecast for the Mid-Market segment on a weekly basis.
  • Contribute to the enablement, methodology, tools and technology to be used by the CSM team: ensure that the appropriate mix of People, Process and Technology are used to drive scale and performance.
  • Work collaboratively in a cross-function manner to drive mutual alignment and best practices.
  • Contribute to enhancing the customer engagement model to scale within your segment and develop strategic account plans and plays that maximize Gross Retention, Expansion and NPS attainment.
  • Develop and maintain executive level relationships with key customers, partners and colleagues.
  • Assist with customer negotiations and escalations when necessary.
  • Create a culture of storytelling - encouraging CSMs to share customer stories with each other and with Marketing, Sales and Product teams across the organization.
  • Support Customer Marketing Programs & Events, Advocacy and Academy initiatives.
  • Continuously demonstrate Vena's C.O.R.E. values and act as an Internal advocate for customers and colleagues.
  • Travel (as needed) to client events and site visits

Does this sound like you?:

  • 4+ years in a client-facing team leadership role in addition to 3+ years direct experience in account management or equivalent roles.
  • Proven leadership skills to motivate and support a high level of team engagement.
  • Ability to effectively recruit, motivate and develop people in a high velocity, high activity environment.
  • Strategic out-of-the-box thinker who energizes others with passion, quality and commitment.
  • Consistent track record of promoting customer value leading to overachievement of retention and expansion targets in a supportive cross functional team environment.
  • Brings broad expertise and knowledge of scaling a revenue owning Customer Success team in SaaS environments.
  • Demonstrates the ability to work with abstract ideas or situations across functional areas of the business. Through assessment of intangible variables, identifies and evaluates fundamental issues, providing strategy and direction for multiple functional areas. Anticipates factors that could influence strategies and company position in the market.
  • Experience leading strategic workstreams and contributing to the development of department and company objectives.
  • Excels at Interacting regularly and efficiently with lower and/or senior management on matters concerning several functional areas, department, and/or customers.
  • Demonstrates the ability to persuade others in sensitive and/or complex situations while preserving relationships.