Job Description
Head of Customer Success On behalf of our client in the Consulting Sector, Procom is looking for a Head of Customer Success Head of Customer Success – Job Description
- Our client is seeking a dynamic and experienced Head of Customer Success to lead our Toronto-based team
- This role is pivotal in ensuring our customers have an unforgettable experience across our products and services
- You will drive the transformation of our customer success function from a cost center to a value driver, focusing on growth, retention, and delivering stellar customer experiences
- As the Head of Customer Success Canada, you will lead a team of 25 individuals, including Senior Managers and associates in customer operations
- Reporting directly to the Director of International Customer Success, you will collaborate with global teams in Europe, the US, and Australia
- Your responsibilities include developing commercial customer success strategies, working on retention and monetization strategies, and measuring success through NPS scoring
- You will play a crucial role in creating integrated and effective teams, partnering across geographies, and contributing to the long-term Canada strategy
- 15+ years of experience as a Strategic Leader or extensive experience in Operations
- Proven track record in leading customer-centric operations and teams
- Experience with Customer Success, Retention, and Monetization Strategies
- Consulting experience from firms like Deloitte, PWC, KPMG, EY, Accenture, or the banking sector
- Strong business acumen and commercial mindset
- Experience providing qualitative and quantitative insights
- Excellent written and verbal communication skills
- Contact Centre knowledge is an asset
- Bilingual capabilities are an asset
- SaaS background is preferred
- Experience as a change leader in dynamic environments
- Ability to build and develop high-performing teams
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