About this role
About the Client:
Our client is a high-growth EdTech SaaS company transforming how accounting and finance professionals complete their continuing education. Through a podcast-first, subscription-based platform, they deliver accredited, on-demand learning experiences that combine the engagement of media with the rigor of professional compliance.
The Opportunity:
You will join as the first-ever Head of Customer Success, taking over an Implementation, Onboarding, Account Management, and Technical Support team of 18, and supporting the entire $20M+ ARR book of business.
As the SVP Growth's right hand, you will be the driver of Customer Success scale and maturity, bringing in the processes, playbooks, and technology stack that will enable this team to grow from Churn Minimizers to Expansion Maximizers.
The Skills/Requirement Needed to Succeed:
• You currently lead Customer Success at a B2B SaaS firm that focuses on Small-to-Mid-Market customers.
• You have built processes and playbooks for a fledgling CSM function previously, with a focus on Expansion strategies.
• You have implemented CRM and/or CSM technologies previously, and have experience building automation into CS workflows. Any experience with Gainsight, ChurnZero or Totango will go a long way.
• You're able to commute to an office downtown Toronto at least 1-day/week.
Martyn Bassett Associates:
Martyn Bassett Associates is a team of recruiters solving the ambitious goals of startups and scale-ups by recruiting world-class sales, marketing, and product management talent who deliver growth and scale. We’ve helped over 1500 candidates land their next big opportunity at companies like Shopify, Extreme Networks, Wattpad, Loopio, Readdle, ClearCo, Workleap, Invicti, Resolve Pay, The Herjavec Group, GE Energy, GE Health, Enable, RBC Ventures, Unibuddy, Cognota, Thalmic Labs (now Google Glass), Eloqua (now Oracle Marketing Cloud) to name a few.