Sr. Director Customer Success (Fintech)
Horizon Studios Inc.
Toronto, ON
Here is what you need to know about our Senior Director Customer Success role: This is an excellent opportunity to join a rapidly growing market-leading innovator focused on financial services in a challenging and rewarding role. The ideal candidate is an energetic, highly trusted leader and relationship builder, passionate about helping customers succeed, and who thrives in a highly collaborative and fast-paced environment. We are a technologically savvy and proactive team dedicated to outstanding customer experiences. We love problem-solving and we take pride in being the face of Horizn for our customers.

The Customer Success Team is responsible for the overall business and executive relationship with Horizn’s financial service customers. The focus of this team is to build trusted advisor relationships with our customers and help them drive digital adoption with employees and customers through the Horizn Knowledge Platform. The Customer Success Managers (CSMs) are responsible to quarterback the strategic planning, management and measurement of the success of our customers through business reviews, product roadmap presentations, , and understanding of our customers’ strategic and innovation objectives The Customer Success team is outcome-focused and driven to help define and achieve customer success.

Key Responsibilities

The ability to foster, develop, and motivate high performing customer success team in a rapidly changing/growing environment with an established tier 1clients
Knowledge of the end-to-end business from sales to delivery - we are constantly expanding the ways can help our customers and we need a leader that can move seamlessly from opportunity to execution.
High-level presentation skills and writing skills - this is a growth market and we are constantly finding new ways to present and communicate our value. This role will require a high degree of presentation and writing ability. You are committed to establishing and driving customer success best practices, including templating repeatable plays or scenarios as they are defined.
You will actively pursue cross-sell and upsell opportunities within established relationships in partnership with other stakeholders in the company.
You will maintain a forecast of opportunities within your portfolio that is consistently reported up to senior management.
You have high-quality standards and ensure that all deliverables exceed customer expectations and that your team is delivering a high level of value in each interaction.

Succeeding as a Senior Director, Customer Success will require the following core qualifications and skills:

Minimum undergraduate degree in business, marketing or a related discipline; MBA valued, but not required
10+ years’ experience in progressively senior management roles within Customer Success, Account Management and/or Sales, working with or within financial service institutions
Proven results in driving customer success and satisfaction, leading to both increased retention and revenue growth
Demonstrated success and experience (5+ years) in creating highly engaged, highly successful teams
Demonstrated project management experience
Excellent verbal and written communication skills
Strong analytical, critical thinking, influencing skills and financial acumen
Ability to work in a matrixed and performance-based organization
Cultural fit: collaborative, entrepreneurial, innovative, fast-moving (deadline-driven)
Possess a creative, can-do attitude
About Horizn

The award-winning Horizn platform helps financial institutions equip frontline employees and customers directly with the knowledge needed to improve the customer experience and dramatically increase digital adoption across all bank channels.

Horizn’s proprietary technology combines a simulator micro-learning methodology with gamified principles and advanced analytics. Horizn helps banks distribute product knowledge with, employees, digital ambassadors, hip-to-hip with customers in-branch, in call centers, direct to customers online, and in marketing activities.

Using Horizn, banks globally increased mobile adoption by 25% and brought call center times down 45 seconds. Awards include an RBC Celent Model Bank Award and a Financial Innovation Award with Nationwide from the London Institute of Banking & Finance.

Horizn is run by a female tech CEO Janice Diner who believes strongly in the Toronto tech and in the diversity necessary to build an award-winning global company at scale. Horizn’s employees are diverse speaking 20 different languages and come from over 15 different countries.