VP Customer Success

Customer Success Management · Ottawa, Ontario
Department Customer Success Management
Employment Type Full-Time
Minimum Experience Executive

A BIT ABOUT US


Our mission is to enable E-commerce teams to deliver exceptional user experiences and we believe that we can achieve that by tackling some of E-commerce’s most difficult challenges: how to identify and resolve revenue-impacting errors. We are building the next generation software of error monitoring and analysis that companies like Guess, Champion and Avon rely on to increase revenue by fixing customer-impacting errors on their site. We are rethinking how errors are identified, prioritized, resolved, and we are looking for the right people to come to help us build the future of error monitoring for e-commerce.


THE CHALLENGE


At Noibu, the customer success function is a key pillar and drives consistent customer value creation activities cross functionally with Sales, Product, Engineering and Marketing. As the owner of Net Revenue Retention, this is a critical role at Noibu. We are looking for a world class customer success leader to help scale our already highly performant team. If you are looking to join one of Canada's fastest growing SaaS startups and own one of the most important functions then this is your dream job.


RESPONSIBILITIES


  • Accountable for Net Revenue Retention, NPS and CSAT
  • Drive strong logo, gross and net retention among existing base
  • Ensure customers are achieving consistent value with the product
  • Work with customer success software to understand the health of the portfolio and drive initiatives to improve health
  • Act as the voice of the customer to the leadership team and get buy in for bringing on the right customers and building things customers want
  • Drive strong adoption of the product through onboarding and training programs
  • Developer a strong customer success management function that focuses on strong product adoption and customer outcomes
  • Build out the customer support function to provide world class 1st line support
  • Establish strong channels between product and CS to ensure the customers voice is heard in product decisions
  • Be willing to get your hands dirty and be scrappy. This is a startup and we need someone who loves learning by doing


WHAT WE ARE LOOKING FOR


  • Track record of going from IC to leader in a small to mid sized software company
  • Passionate, results-driven CS professional with the ability to architect strategy along with strong leadership skills
  • Data driven with an understanding of key SaaS metrics
  • Elite analytical, strategic and critical thinking skills that will be used to drive the business forward
  • Proven to get your hands dirty and not just be "strategic"
  • Clear and concise communicator
  • Always learning, what was successful in one company may not be successful in another


WHAT'S IN IT FOR YOU


  • Be part of something that will impact billions of shoppers
  • Our team is small and you will play a LARGE role in our journey
  • Opportunity to be part of rapidly scaling a business
  • Flexible work environment
  • Stellar total rewards program including a market competitive salary, unlimited vacation and full benefits

Thank You

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  • Location
    Ottawa, Ontario
  • Department
    Customer Success Management
  • Employment Type
    Full-Time
  • Minimum Experience
    Executive