Director, Customer Success

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Carr Talent

Site WebLinkedInTous les Emplois

11 - 50 employés

🎯 Recrutement

🤝 B2B

Recruitment • B2B

Carr Talent est une agence de recrutement spécialisée dans l'acquisition de talents de haut calibre pour des industries telles que la fabrication, l'ingénierie, la construction et le pétrole et gaz. L'entreprise met en avant une garantie unique de "recrutement parfait" soutenue par une assurance d'adéquation parfaite sur un an et propose un modèle de recrutement à tarif fixe. Carr Talent adopte une stratégie "approche et capture", recrutant plus de 75 % de ses embauches via un contact direct plutôt que par des annonces d'emploi. Ils offrent une gamme complète de services de conseil en RH, y compris la création de descriptions de poste et l'évaluation des candidats. L'entreprise est dirigée par une équipe expérimentée, focalisée sur la fourniture de solutions de recrutement rentables et de haute qualité.

Description

• Lead, mentor, and motivate the Customer Success team (including refunds team) to achieve retention and growth goals • Own and manage a small, high-value book of business, demonstrating best-in-class client relationship management • Develop and implement retention and growth strategies to increase customer lifetime value and satisfaction • Establish and oversee structured follow-up processes to drive engagement, conversion, and retention • Monitor team performance metrics and KPIs, providing coaching, recognition, and performance improvement plans as needed • Partner with executive leadership to define retention targets and optimize Customer Success strategy • Coordinate ongoing training, onboarding, and professional development initiatives for CS team members • Collaborate cross-functionally with Sales and Marketing to improve lead quality and ensure seamless client experiences • Oversee refund dispute processes and ensure timely, effective resolution of customer concerns • Monitor online communities and social media channels to proactively address negative feedback and protect brand reputation.

🎯 Exigences

• 5+ years of experience in Customer Success leadership, preferably within pay-per-lead, SaaS, or marketing services environments • Proven track record of improving retention rates and scaling Customer Success teams • Strong leadership and coaching abilities with experience managing performance metrics and KPIs • Experience building operational infrastructure for Customer Success teams, including processes and reporting systems • Proficiency with CRM and customer support platforms such as Freshdesk and Go High Level • Data-driven mindset with the ability to analyze metrics and implement strategic improvements • Strong business acumen and understanding of revenue retention strategies • Excellent interpersonal, communication, and negotiation skills • Ability to manage client relationships across multiple communication channels including phone, email, SMS, and social platforms • Highly motivated self-starter with a strong focus on client satisfaction, retention, and long-term growth.

🏖️ Avantages

• 100% employer-paid individual health coverage (Medical, Dental, Vision) • 401(k) plan with company match • Opportunity to build and scale a high-impact Customer Success function • Collaborative, performance-driven culture with strong leadership visibility