VP of Customer Success

Oakville, ON
30+ days ago

Job Description

The VP of Customer Success is responsible for managing a team of talented Customer Success Managers. This team is focused on customer relationship management, based on the technological business requirements unique to each customer. The VP of Customer Success reports to the Chief Customer Officer and is a member of the leadership team.
The ideal candidate is passionate about delivering an exceptional experience throughout the customer’s journey. This person requires the ability to work well with other departments and colleagues at all levels and has a proven track record of growing and enabling their team members to do the same. The ideal candidate will have strong communication skills to be able to identify and convey status updates, roadblocks, risks, and needs for the team. This person is analytical in nature and excited about using data to inform decisions. The VP of Customer Success is innovative, technically adept, and excited to implement new approaches as well as improve processes that reflect and compliment the scaling of the organization. They are driven by customer experience and strive to improve upon the customer experience to drive high retention, expand happy customers, create evangelists, and accelerate company growth. With patience and strong customer service skills, you will be working with a myriad of businesses, technologies, applications and personalities.

Key Responsibilities

  • Mentor and coach team members in best practices through the customer journey and to deliver a customer experience that aligns with Calligo’s core values
  • Establish and manage KPIs and other metrics
  • Drive strategic behaviours that will foster team and individual growth
  • Leverage technology to deliver critical insights and efficiencies
  • Administration, management, and development of Customer Success Management System
  • Manage data and the creation of reports from a multitude of sources
  • Improve customer service experience, create engaged customers, and facilitate organic growth
  • Manage the relationship with strategic customers, which includes ensuring successful onboarding, increasing product adoptions, ensuring engagement and retention, and maintaining high levels of customer satisfaction
  • Create loyal and repeat customers. Track renewals and follow-up with customers to renew all agreements
  • Be a “Trusted Advisor” with executive sponsors and align Calligo’s solutions and roadmap to address customer challenges and business initiatives
  • Build strategic relationships focused on business goals, prioritizing high-value tasks, standards and eliminating business risk
  • Increase customer lifetime value through upselling and cross-selling
  • Build relationships between customers and the support team
  • Set clear mission and deploy strategies focused on customers data privacy needs
  • Prepare and present customer budgets and proposals (a technical alignment review determines the budget for a customer’s IT environment)
  • Conduct strategy meetings with customers that include a technical alignment review, budgeting, open proposal(s) review, and a project plan
  • Maintain thorough knowledge of customer vertical markets
  • Maintain IT industry knowledge including emerging technology
  • Maintain technology vendor relationships with Calligo’s technology manufacturers and partners
  • Maintain and apply in-depth knowledge and understanding of Calligo’s services and methodology, customer agreements, and internal business processes
  • Assist in the creation of proposals and related Statement of Works (SOWs) and deliver solution presentation proposals to customer decision makers
  • Assist in the creation of standards for technical alignments, audits, and recommends options for remediation

Skills Knowledge and Expertise

  • Experienced Customer Success professional with a minimum of ten years or equivalent of relevant industry expertise and experience
  • Minimum of five years in leading customer-facing organizations
  • Experience in managing a team of five or more people
  • Strong knowledge of Cloud technologies used in business
  • Strong consulting skills with demonstrated success as a Trusted Advisor
  • Ability to think strategically and to lead strategic cross-functional projects related to Customer Success
  • Creative and innovative with an ability to match customer business requirements with products capabilities
  • Understanding of customer contracts and pricing structure
  • Ability to deliver effective training sessions
  • Understanding of IT architecture, common business hardware, and software
  • Experience in Gainsight administration, management, and usage
  • Experience working with C-Level executives in a business setting
  • Highly self-motivated, organized and disciplined
  • University degree preferred
  • Bilingual preferred
  • Willingness to learn, adjust and grow with the Company


  • Training and development for career growth
  • 25 Days Holiday increasing with length of service
  • RRSP
  • Healthcare
  • Life Assurance
  • Flexible working
Data is the future

Businesses create, receive, use and share vast volumes of data.
The data they hold contains more potential than they realise, or that most will likely ever access.
It is too inaccessible, invisible or inconsistent, restraining the potential to improve or innovate.
For data to tell its stories, it needs to be given a platform from which to speak and a voice and language that can be understood.
Calligo gives businesses renewed optimism for their use, control and understanding of data by reconstructing its entire lifecycle.
Calligo creates safe, performant, accessible and unified environments for all forms and sources of data, and reveals its insights throughout the business, sparking a culture of data-driven innovation and creativity.
Calligo is data-dedicated, changing the rules for what businesses can achieve for their customers with data.



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