About this role
Tired of 'hybrid' jobs that are really 'in office' jobs in disguise? If you're discovering that you're more productive at home than in an office, and want to make that arrangement permanent, we may have the position you're after.
At CarriersEdge, we're focused on producing great quality products and happy customers.
We don't care about being the coolest company in town, having the most amazing office perks, or the hippest staff.
On the other hand, if you're not looking for a social group and just want to do great work, then you may be exactly what we're looking for.
As part of that growth, we've got an opening for a Director of Customer Success.
The ideal candidate brings a combination of leadership, operational expertise, and understanding of customer insight.
They are driven to improve customer satisfaction, retention, and team performance while partnering with other departments to turn customer insights into meaningful business results.
This isn't a call centre where you'll be crushed by unrealistic targets and shrinking resources.
It's also not a startup at risk of losing funding or being forced to pivot on someone's whim.
You're a proven manager with a track record of building steady, reliable customer success teams
You have experience establishing service tiers and recognize that customer success plans need to balance customer needs, account profitability, and strategic direction.
You may have started in traditional tech support or call centre roles, but you understand that modern customer success teams need to approach customers very differently.
You recognize the value of cross-departmental collaboration, keenly aware that everyone in the company needs to know what's happening with customers.
Oversee all aspects of the Customer Success department, including frontline support, account success, and escalations.
Building on larger corporate objectives, establish relevant metrics and KPIs and report regularly on performance.
Continue to refine department processes, ensuring effort levels align with customer value
Collaborate with sales, marketing, and channel development efforts to maximize efficiency.
Optimize processes in CRM and Service Desk to support department objectives.
Manage team schedules to ensure adequate staffing in accordance with SLAs
Represent the company at industry events, connecting with customers and identifying opportunities for product and service enhancements.
8+ years experience in progressively senior customer success roles, preferably in SaaS or B2B
4+ years experience successfully leading customer success teams and departments.
Exceptional organization, project management skills
Expert knowledge of CRM and service desk tools
Strong analytical skills and comfort using data to drive decision-making.
Experience mentoring and managing a growing remote team.
Post-secondary education in a related field is preferred.
French would be an asset.
Willing and able to travel across Canada and to the US periodically
This is a remote position, suitable for individuals with disabilities
This role has a salary range of $110,000-$140,000 CAD annually.
Accommodations are available upon request for candidates taking part in all aspects of the selection process.
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