VP of Client Success

Job not on LinkedIn

🕒 6 days ago

🌲 North Carolina – Remote

🌲 North Carolina – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

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BDC

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1944

🏦 Banking

💼 Consulting

🤝 B2B

Banking • Consulting • B2B

BDC is a Canadian business bank focused on supporting entrepreneurs and small-to-medium enterprises. It provides a wide range of financing products (business loans, working capital, equipment loans, commercial real estate loans, purchase-order financing, loans for tech companies, green building loans, and specialized programs like forestry and trade support) plus investment solutions (venture capital, growth and transition capital) and advisory/consulting services (strategy, finance, sustainability, leadership, marketing, operations, risk and compliance). BDC also offers tools, resources, and targeted support programs for specific sectors and entrepreneur groups (Black, Indigenous, women, newcomers).

📋 Description

• Own the full post-sale customer relationship across onboarding, customer success, and technical support. • Accountable for retention, customer health, and operational execution that keeps dealers engaged and growing on our platform. • Lead and scale three functions under one organization: onboarding, customer success, and technical support. • Build a unified post-sale operating model that moves dealers smoothly from implementation to ongoing value. • Establish customer health scoring, early warning systems for at-risk accounts, and a disciplined save-and-recovery process. • Drive onboarding that gets dealers to first value quickly and sets the foundation for long-term retention. • Build and manage the technical support function, including response standards, escalation paths, and resolution quality. • Partner closely with product and engineering on recurring issues and feedback loops. • Develop the customer success team into a proactive, account-managing organization that drives product adoption and identifies expansion and cross-sell opportunities across the product portfolio. • Establish reporting and operating cadence for the function, including retention metrics, churn analysis, support performance, and customer health, and deliver reporting to the executive team and board. • Recruit, develop, and retain a high-performing team across all three functions.

🎯 Requirements

• Automotive industry experience required, with direct understanding of dealership operations, BDC functions, and how dealers buy and use technology. • Strong track record of managing customer retention at scale, with demonstrated success reducing churn and improving net revenue retention. • Proven experience leading customer success, onboarding, or support organizations, ideally across more than one of these functions. • Experience managing and developing teams, with the ability to build process and structure in a growth environment. • College degree or equivalent practical experience. • Data-driven approach to customer health, retention, and team performance.

🏖️ Benefits

• Competitive base salary with a performance-based incentive plan tied to customer retention, growth, and overall business results. • Comprehensive benefits package that includes medical, dental, paid disability coverage, paid life insurance, and a 401(k) plan with company match.