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Head of Customer Success

Location: Victoria, BC

Who We Are

Our customers are at the center of everything we do at Checkfront. Striving for customer success is what drives and motivates us every day and ensures we are able to achieve our goals and drive overall company growth. We are currently seeking an experienced customer success professional to lead our Customer Success team, and drive growth and adoption of our popular cloud-based booking system.

Our Customer Success team is an energetic group focused on providing exceptional customer experiences. We provide on-boarding coaching calls, launch and account configuration services, day-to-day account management for our larger, strategic clients and work closely with our stellar sales, product and support teams, representing the voice of the customer internally and fostering positive results.

Qualities We Look For

As the Head of Customer Success, you will focus on strategy and execution to drive product adoption, boost renewals and account growth and share valuable customer insights with the product team to continue delivering customer value.

Preferred candidates for this position will have previous experience leading customer success teams to successful customer outcomes, demonstrate excellent written and verbal communication skills, good technical knowledge of SaaS environments and be excited to help our customers succeed.

  • You are relentlessly driven, self-motivated and goal-oriented
  • You don’t wait for someone to hand things to you – you create it, start it, do it
  • You are empathetic and quickly able to establish rapport in a variety of settings
  • You are professional and ethical at all times
  • You know that opportunity is often disguised as hard work

Responsibilities

  • Develop strategies and tactics to drive customer loyalty/advocacy and maximize customer value/retention
  • Identify and manage contract renewals and upsell opportunities, working closely with the Sales team
  • Nurture existing customer accounts and relationships at all levels of the organization
  • Lead and grow the customer success team to support the development and performance of the team and individual team members
  • Work with the sales team to properly sell and position Professional Services
  • Serve as the voice of the customer and provide key customer insights/feedback to the product team to drive continuous product improvement
  • Support the marketing team’s efforts to develop customer case studies and testimonials
  • Liaise with internal cross-functional teams (Development, Support, Product, Sales, Marketing) to ensure timely resolution to customer issues and requests

Requirements

  • Previous SaaS customer success or account management experience (3+ years)
  • Bachelor’s degree in Business/Commerce or related field
  • Previous experience leading and coaching teams
  • Previous experience with technology-based (SaaS preferred) solutions
  • Excellent presentation, written and oral communication skills
  • Advanced organizational, time management and multitasking skills
  • Strong empathy for customers and passion for revenue and growth
  • Positive, customer-focused attitude

Bonus Points For

  • Experience using SaaS tools including (but not limited to) Salesforce, Desk, Google Apps, JIRA
  • Familiarity with the tourism, hospitality and related industries
  • Fluency in other languages an asset

Why Join Us

We're an ambitious bunch, with our eyes laser-focused on our product and customers. You'll be surrounded by talented team members who share a common vision for what an amazing workplace should be, and have the opportunity to help shape how we build a world-class software company right here in downtown beautiful Victoria BC.

How To Apply

If you think you can lift our team to the next level, send your resume and cover letter to hr@checkfront.com.

Please include a list of any relevant projects / applications / websites / jobs you have contributed to, and what your role was.

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