Customer Success Director

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October 22

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Wishpond (TSXV:WISH)

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SaaS • Marketing • eCommerce

Wishpond is a comprehensive marketing platform designed to help businesses increase sales and grow their customer base. It offers a variety of tools including landing pages, email marketing, social promotions, marketing automation, and Shopify marketing. Their platform is user-friendly, allowing businesses to create effective marketing campaigns without the need for extensive technical skills. Wishpond also provides a team of marketing experts to manage campaigns, ensuring that businesses can achieve their marketing goals efficiently. The company targets a wide range of industries, including eCommerce, beauty and wellness, fitness, financial institutions, and more, and is particularly beneficial for small to medium-sized businesses looking to enhance their digital marketing presence.

201 - 500 employees

☁️ SaaS

🛍️ eCommerce

💰 Debt Financing on 2021-09

📋 Description

• Partner with the Executive Leadership Team to align customer success goals with overall company strategy and business objectives. • Lead the design and execution of customer success strategies that enhance user adoption, engagement, and retention across the customer lifecycle. • Drive customer value realization by implementing programs that increase product usage, customer satisfaction, and lifetime value. • Collaborate cross-functionally with Product, Marketing, and Sales to identify opportunities that improve the self-serve customer journey and reduce churn. • Champion the voice of the customer, ensuring insights from customer interactions directly influence product roadmap and operational priorities. • Foster a customer-first culture across all teams by promoting accountability, empathy, and proactive problem-solving. • Oversee support operations, ensuring fast resolution times, scalability of help channels, and continuous improvement of customer experience. • Manage key accounts and at-risk customers, implementing strategies to strengthen relationships and maximize renewals. • Develop and monitor KPIs for success metrics, including NPS, retention, expansion revenue, and time-to-value. • Own and manage the customer success budget, optimizing resources for maximum efficiency and impact. • Collaborate with Product and Data teams to conduct customer insights and feedback analysis, driving actionable improvements. • Partner with Marketing to launch education, onboarding, and enablement programs for the self-serve customer base. • Lead, mentor, and grow a high-performing Customer Success organization, including Account Managers, Support Specialists, and Success Managers. • Build scalable processes and systems that support self-serve and hybrid customer engagement models. • Recruit, coach, and empower team members, fostering professional growth and operational excellence. • Cultivate a culture of collaboration, transparency, and integrity that drives both team and customer loyalty. • Perform other leadership duties as required to ensure customer satisfaction, team performance, and business success. • Other duties as assigned.

🎯 Requirements

• A minimum of 5-7 years of experience, preferably within a SaaS oriented marketing operation or marketing agency • A degree or diploma that contributes to the organization is considered an asset • Strong recruitment, training, leadership, and negotiation skills • In-depth knowledge of marketing strategies and best practices • Experience in sales is considered an asset • Capacity to manage global teams and complex projects seamlessly • Must be detail-oriented, creative and have a passion for helping partners and Team Members achieve their goals • Self-motivated with the ability to establish and maintain solid relationships through a client-first mentality • Must be technical, analytical, results-driven and have the ability to multitask in a fast-paced environment • Organized, administratively strong, and have solid writing, phone, and general communication skills • Strong analytical and troubleshooting abilities to handle escalated issues and develop creative solutions for customers. • Excellent communication skills, with the ability to provide clear, empathetic guidance to customers and constructive feedback to team members. • Deeply committed to customer satisfaction, capable of fostering a service-first culture within the team. • Eager to participate in ongoing education and training for both personal and team development. • Fluent in English (spoken and written). Knowledge of a second language is considered an asset.

🏖️ Benefits

• Fully remote position allowing you to work from your home anywhere in Canada! • Exciting and dynamic environment with a great leadership team • Comprehensive training program and regular performance reviews to facilitate your success • Competitive compensation based on experience and proven abilities • Great referral programs with incentives and bonuses • Unbelievable product discounts when you use our products for your own business • A global workforce of multi-cultural and talented colleagues • A close-knit operation with amazing growth opportunities for your personal development • A high-growth SaaS technology company publicly traded on the TSX Venture Exchange • Corporate headquarters in beautiful Vancouver, British Columbia, Canada