Director of Customer Success
Vancouver, British Columbia, CA
4d ago

Imagine waking up every morning excited to start work... Sounds crazy, right? At Procurify, this is our reality. Our team is made up of intelligent, humble and hilarious misfits that fit who make it easy for us to forget we are at work.

Our team members are the reason for our success and we take pride in the unique culture and community we have created.

At Procurify, our team is reinventing spend culture by helping businesses achieve greater visibility into their company's spend.

Our platform allows organizations to track purchasing company wide while gaining comprehensive insight into their spend data. We also :

  • Closed a $20 million USD Series B round in Spring 2019
  • Recognized as one of the top 20 Technology Companies of 2020 in Canada
  • Have grown to 120+ Team Members
  • Have helped our customers report more than $7 Billion in spend through Procurify
  • You are :

    This role will be responsible to set the overall vision and strategic plan for the Customer Success team, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements including but not limited to owning the customer journey after the sales cycle, working cross collaboratively across departments and identifying opportunities for expansions.

    You will also be responsible to coach and develop team talent and deliver an operational efficient and effective Customer Success team that fosters collaboration with the Procurify team and customers.

    The ideal candidate will come with a fresh perspective, eager to learn and deliver new processes and think strategically to drive customer adoption, retention and growth.

    The work :

  • Own customer journey and continuously iterate on its methodology to be able to drive value to our customers and have meaningful engagements
  • Measure and review team performance and output through analytical data and reporting
  • Own retention forecast and communicate to leadership, identify future trends and strategize accordingly
  • Be agile and a thought leader when creating initiatives to deliver on KPI’s
  • Work closely with Sales management to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.
  • e., opportunities and risks)

  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
  • Engage with customers and support team members acting as executive sponsor on key strategic accounts
  • Here’s what you need :

  • Demonstrated progressive experience leading managers of teams in a SaaS or subscription enterprise software company
  • Proven experience leading teams, driving new and expansion sales, driving software adoption and leveraging customer success best practices
  • Ability to develop strategies, translate them into initiatives and track successful delivery
  • Strong problem-solving skills and a self-starter attitude
  • Motivated by team goals and success; able to rally team around ideas and initiatives
  • Obsessed with customers and ensuring value
  • Confident and driven to help achieve outcomes and ability to work cross functionally and with external stakeholders
  • Understanding our buyer personas and the needs and pains of our target market
  • Excellent written and verbal communication skills
  • Keeping up to date on trends and news from the industry, our competitors, and our target market
  • Comfortable to work independently as well as part of a team in a fast-paced environment
  • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
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