Envisio is looking for an experienced, passionate Customer Success Director to lead our Customer Success team and ensure our customers achieve their goals.
We are a mission-driven SaaS company working with some of the most innovative cities, counties and school districts across North America. We work directly with local government leaders and their teams to help them execute on their strategy and grow trust with their residents. As Customer Success Director, you will be ultimately responsible for ensuring that new and existing customers are successful in using Envisio to improve quality of life in their communities.
This is a senior role in a rapidly growing, high-performing company. You’ll be supported by a highly collaborative leadership team that wants you to succeed. In addition to a competitive compensation package and employee stock options, you’ll have the option to work however suits you best - in our Downtown Vancouver office, via a hybrid model, or fully remotely.
The Role:
Reporting directly to the COO, you will be responsible for leading, growing, and ensuring the success of our Customer Success team.
You’ll lead our highly motivated team of Customer Success Managers and Implementation Specialists who work directly with senior leaders in local government organizations.
You will have overall responsibility for increasing customer renewal rates and decreasing churn, ensuring we create raving fans, and supporting new business growth through advocacy and referral opportunities.
You’ll manage and oversee all elements of the implementation and success of our software, including client onboarding, training, customer support, and contract renewals. Key performance indicators include optimal gross customer revenue retention and customer referrals.
As a member of the leadership team, this role is invaluable to the continued success of the company. This is an amazing opportunity to make an impact at a fast-growing Canadian company with a strong mission statement, a transparent and supportive team culture, and visionary customers.
In this role, you will:
● Lead and grow the Customer Success team, attracting high-profile talent and driving accountability, collaboration and continuous learning across the department ● Drive Customer Success outcomes, increasing customer retention by ensuring product adoption and customer satisfaction
● Manage onboarding and implementation, including customer training, ongoing support and customer renewals
● Measure the effectiveness of your team by demonstrating continuous improvement of operational metrics and developing a subset of metrics for review by the executive team, company and board
● Inspire Customer Success company-wide by aligning with and supporting the endeavors of Sales, Marketing and Product
About You
● You have more than 3 years in a Customer Success Leadership role within a high growth SaaS environment with experience managing a high-achieving, winning team ● You are gifted with managing and building relationships and influence through persuasion, negotiation, and consensus building
● You are intellectually curious about solving client needs with a focus on strong internal and external relationship building
● You have a passion for the work of the public sector (i.e. you can get excited about the idea of being a “private sector public servant”)
● You have a head for the numbers and a process-oriented mindset
● You have high integrity, and an innate desire for continuous learning and improvement ● You have infectious enthusiasm and a creative leadership style that others find inspiring ● You have excellent communication and presentation skills
● You have a Bachelor’s degree
Why Envisio?
We’re a team of dedicated, high integrity people working together to build something special. We’re a mission-driven company providing the most widely used strategy & performance management platform in local government.
We’re proud of our software, our inclusive team, and our transparent, high-performing culture. If you’re looking for a fulfilling environment to grow professionally and personally, we think you’ll like it here.
Thank you to all applicants. The position is now filled. If you wish to be alerted about similar opportunities, please reach out to Raymond To at Raymond@gorecruitment.com