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Head of Client Success Management
Head of Client Success
Management
Management
About Pathway:
Pathway (www.pathwayport.com) provides innovative insurance automation tools to progressive and forward - thinking insurance agencies across the United States, Canada and the UK. We stay ahead of the curve by keeping a watchful eye on insurance industry trends and listening carefully to the ever-changing needs of our clients. We develop the most intuitive cloud-based software to help brokerages achieve success.
Head of Client Success Management
Remote with Travel
Full-time
- We are a cutting-edge B2B SaaS company that helps insurance brokerages and agencies in Canada, the US, and the UK improve operational efficiency and growth using automation. If you’ve already proven yourself in a leading Client Success role and want to work in a fast-growing SaaS company, then this opportunity is for you!
Benefits
- Paid annual company retreat
- 25 paid days off per year
- Comprehensive paid time off policies including vacation, sick, parental, and bereavement leave
- Bonus structure
- Comprehensive insurance plan after 12 months
What You Will Be Doing
- Leading the customer success team, from building the department to developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner
- Adding value to customer relationships and driving the desired customer goals by either actively participating in client discussions
- Determining the metrics, health scores, and KPIs relevant to each account, the entire team, and the entire business
- Deciding how the CS team will track these metrics and who has the overview for each account
- Increasing product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.
- Collaborating with sales and marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI
- Drafting, approving, and implementing compensation plans for the entire CS team with the goal of encouraging productivity and performance and rewarding customer-goal and business-goal achievement
- Relationship management across the entire CS team, helping team members maintain and improve customer relationships
Your Profile
- Minimum 3 years of experience working as a Client Success Manager, leading a customer success team with proven performance and specific revenue goal achievement
- An MBA or related graduate or post-graduate degree is ideal, with a technical undergrad degree being an added advantage
- Deep understanding of software businesses, with knowledge of both the subscription and renewal models
- Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward
- Business development knowledge and, ideally, experience growing a business
- Strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset
- Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports
What You Will Focus on
- Client Onboarding: Lead the development and execution of a seamless onboarding process to ensure new clients are set up for success from day one.
- Client Relationship Management: Build and maintain strong, long-term relationships with key clients, acting as their primary point of contact.
- Client Retention: Develop and implement strategies to increase client retention rates, ensuring customer satisfaction and loyalty.
- Team Leadership: Manage, mentor, and grow a high-performing Client Success team, fostering a client-centric culture.
- Performance Metrics: Define, track, and analyze key performance indicators (KPIs) to measure the effectiveness of client success initiatives and drive continuous improvement.
Top Reasons to Work with us
- Remote work
- Opportunity to work for a growing tech start-up company
- Have an impact on many areas of the business
- Career growth opportunities
So, if you are a Client Success professional with proven results, please apply today!
Only shortlisted candidates will be contacted.
TORONTO | SUBOTICA | BELGRADE | REMOTE
Iterro Inc / Pathway Port
110 Cumberland Street, Suite 351, Toronto Ontario Canada
Konkurs je istekao.