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Customer Success Jobs in Vancouver, BC

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Boast.AI

Each year the US and Canadian governments give out billions of dollars in R&D tax credits and innovation incentives to fund businesses, but the application process is cumbersome, time-consuming, and receiving the money can take 12+ months. Boast.AI is building the future of tax credit recovery with artificial intelligence so companies can get more money, faster for less time and risk. Boast’s mission is to help innovative companies become successful. While we serve that mission through our product, we’ve also built a non-profit community of 90k+ technology professionals called Traction to take that mission further, bringing leaders from the fastest growing companies like Google, Shopify, Twilio, Slack, LinkedIn, Zoho, GitHub, Cloudflare, and many more to share advice via weekly webinars, regular meetups, and an annual conference. We've secured $123M USD in funding and have been featured in TechCrunch, VentureBeat, Fox Business, Forbes, and other publications as a force in the space. The Customer Success Manager (CSM) role is an instrumental role in the long-term success of our customers and our business. You will be working with our clients throughout their journey post-sale to ensure they obtain the full value from Boast.  You will own the relationship and success of a portfolio of customers including customer satisfaction, onboarding, adoption, customer satisfaction, revenue, churn, referrals, and reference-ability. Description Come join our mission to drive innovation and entrepreneurship through technology! We are currently looking for a Director of Customer Success to join our team. The Director of Customer Success will be focussed on developing and implementing performance management processes to maximize team performance. The Director of Customer Success will oversee a team of Customer Success Managers that are responsible for the relationship between Boast and our clients. This person will be responsible for their team’s effective coordination and execution of Customer Success responsibilities. This is a role which requires an organized individual, who is comfortable interfacing with clients, ensuring value is achieved by clients and working across internal teams.  Responsibilities include, but not limited to:  - Lead a customer success team that is highly effective at carrying out Boast.ai’s mission - Grow a high performing CS team by establishing an effective recruiting and interviewing process - Provide leadership and guidance to coach, motivate, and lead a team of Customer Success Managers to their optimum performance levels and career development - Improving the efficiency of the CS team by developing and maintaining process playbooks, and working with product and leadership to find ways to help scale the CS team - Collaborate with the business development team and product team to continually improve the customer journey - Identify KPIs and metrics to measure team performance and report to CS team and executive management - Implement effective performance management processes to maximize CS team member performance - Develop team retention strategies to maximize eNPS and minimize employee turnover - Manage escalations within the CS team by following a methodical escalation processIdentify expansion opportunities with existing clients, with a focus on client retention - Support marketing and communications with clients - Develop structured, consistent information sharing with clients  Skills and qualifications - Prior management experience in leading growing CS teams and leveraging best practices - Demonstrated ability to lead CSMs and managers and successfully manage distributed teams across lines of business and geographies - Team player who can build trust and operate in a collaborative and transparent environment - Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams - Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning - Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity - Able to collaborate across the organization and with external stakeholders - Willing and able to address escalated client issues with speed and urgency. Why you'll love working here: - Competitive salary + benefits - Remote first and flexible work culture - Open and transparent management structure – collaboration is how we make decisions happen - Career growth within this role, including leadership and product innovation opportunities - Continuous learning opportunities to promote personal and professional growth - Generous vacation time, encouraging you to take the time you need - we trust you to strike the right work/life balance - Annual company retreats in tropical destinations and periodic team-building outings - Access to our community events and conferences

30+ days ago
Vancouver, BC