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Director of Customer Success At Advisor Websites

Location: Vancouver, British Columbia

Job Description

The Director of Customer Success leads our Customer Success department. This is an opportunity to manage one of the largest teams in our company and drive the innovation behind our customer journey.

Our Customer Success department’s primary function is to work closely with customers to ensure they are satisfied with the website services they receive and to improve upon areas of dissatisfaction. The department itself is made up of our Website Creation team, responsible for launching websites, and our Support team, responsible for ongoing website support.

You will deliver exceptional service to our clients by guiding them through our specialized customer journey. You will also support your team via one-to-one management that will facilitate their growth and achievement of their goals, as well as be accountable for the team’s goals and objectives.

Advisor Websites is a fast growing company and are looking for a team member who is good with change, quick to adapt, and eager to grow with us!

Weekly responsibilities include:

  • Organizes the Customer Success department’s quarterly activities to meet the team’s KPIs.

  • Understand team member needs and provide resources for your team to excel.

  • Find solutions to escalated Customer Success issues for our team members and our clients.

  • Collaborate strategically with other stakeholders in the business to deliver value to our Enterprise partners.

  • Work closely with the other members of the Customer Success leadership team (your direct reports) to deploy initiatives within the department.

  • Approve training program for new team members and coach the team to perform accordingly to KPI levels.

Long-term responsibilities include:

  • Creating and owning the vision to continuously improve our specialized client journey.

  • Regularly define and accomplish personal quarterly goals with input from the senior leadership team.

  • Facilitate the creation and accomplishment of overall Customer Success goals weekly, quarterly and annual department goals.

  • Take a leadership role in continuously improving our business processes, leadership development of employees, and overall performance.

  • Create and support a healthy and functional work environment to bring the best out of their team.

About You:

  • Minimum 5 years of management experience

  • Minimum 3 years of experience in Web Design Industry

  • Minimum 5 years of Customer Service experience

  • SaaS experience is a bonus

  • Experience using a CMS (Drupal/Wordpress Etc)

  • You enjoy managing people and helping others grow their careers

  • You love being on the phone and engaging with clients

  • You've worked and thrived in a goal driven environment

  • You have a project management mentality towards organization and task prioritization

  • Passionate about the web, technology, and a great team player

  • HTML & CSS experience is a bonus

The Perks:

  • BucketList Program: 1 day off and $$ to spend every year to knock items off your personal BucketList
  • Wellness Days: In addition to vacation days, you have 8 additional days off you can use when you just need a break
  • Work from home: Save the commute once a week and work from home
  • Education Fund: $500 per year to help you grow
  • Health and Wellness Fund: To encourage you to look after yourself and live a healthy lifestyle
  • Extended Medical and Dental: What you would expect from your employer
  • Office Snacks: Regular grocery runs that fill the pantry
  • Monthly Events: We sponsor social events for the team to do something fun together
  • Lunch and Learns: We bring in professionals to teach the team something new