Director, Customer Success
Encircle
Kitchener, ON
Who We Are

Encircle is a Kitchener-based technology company that’s transforming the way property and casualty insurance claims are handled around the world. We’re leading this $2 trillion dollar industry away from pen and paper processes with innovative mobile and web solutions our customers love to use. Encircle has empowered thousands of policyholders, restoration contractors, and insurance professionals to process claims faster by improving documentation, communication, and collaboration. Our success is driven by a strong leadership team and an exceptional group of employees. We’re looking for hardworking, intelligent, and motivated people to lead the way with us.

Who We’re Looking For

Given our business model, pay per use, our Customer Success team is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service. As such, we need a leader to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, increased usage, feature adoption, etc.).

What You’ll Be Responsible For

Drive Customer Success Outcomes

Expand revenue into existing accounts by increasing product usage

Continually look to grow revenue through up-sell / cross-sell opportunities

Drive new business growth through advocacy and reference selling

Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

Inspire Customer Success Across the Customer Journey

Meet financial targets while delighting our clients

Successfully onboarding and first touch usage inside 30 days

Uncover and close cross-sell and up-sell opportunities from happy clients

Align with Sales on hand off of accounts to improve onboarding

Align with Marketing on the communication and educational needs of our clients

Align with Product for client needs and driving feature adoption

Define and Optimize Customer Lifecycle

Develop listening points in journey (e.g., usage, satisfaction, referrals, etc.)

Standardize checkpoints for each milestone in the journey

Identify opportunities for continuous improvement

Leverage industry best practices

Manage Customer Success Activities

Account Setup, Onboarding & Training

Customer Support

Customer Success Management

Cross-sell / Up-sell

Reduce Churn
Measure Effectiveness of Customer Success

Meet revenue / usage targets / churn

Define operational metrics

Establish system for tracking metrics

Create cadence for routine one on one team review

Lead World-class Customer Success Team

Attract high potential individual contributors into team

Create rapid onboarding process for new team members

Foster collaboration within team and across customer lifecycle

Align the Sales, Marketing, Support and Product to customer needs

Your Background and Experience

8+ years experience in leading customer-facing sales or customer success organizations in Software/SaaS industry

Quota experience with ability to meet or exceed assigned revenue targets

Experience managing teams from 5-10 people

Strong empathy for customers AND passion for revenue and client success

Deep understanding of value drivers in recurring revenue business models

Demonstrated project management experience

Ideally combined background of post-sale and sales experience

Analytical and process-oriented mindset

Enthusiastic and creative leader with the ability to inspire others

Excellent communication and presentation skills

Experience using and customizing Salesforce and Sales Loft

Reporting

This role reports to the COO

How to Apply

If this sounds like something you’re interested in, upload your cover letter and resume here.