Head of Customer Success Job Vacancy in Curbo Toronto, ON – Latest Jobs in Toronto, ON

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Company Name : Curbo
Location : Toronto, ON
Position : Head of Customer Success

Job Description : About Curbo Curbo’s mission is to improve the way people access and own cars because we believe mobility is an important part of modern life.With Curbo, you can get a car on a monthly subscription with auto insurance, roadside assistance and maintenance included. No long-term commitments. The entire process from start to finish is digital, managed via your smartphone.Curbo was founded in 2020 and is backed by a number of world-class investors including Mantella Venture Partners and Mistral Venture Partners.The automotive industry is currently going through a major revolution. From electric and autonomous vehicles to new mobility models like ours, it’s an exciting time to be working on the future of the automotive industry.Curbo is currently based in Toronto, Canada with offices and garages across the Greater Toronto Area.Curbo’s Website: https://curbo.io/About the position We’re looking for someone to lead Customer Success at Curbo. You will be the first member of the CS team so you will wear many hats, from creating the CS playbook and roadmap, hiring new CS team members, to interacting directly with customers on a day-to-day basis via email, phone, and in person.You will work closely with Curbo’s leadership team to define and deliver an outstanding customer experience and to build the foundation that will take the company to thousands of customers in multiple geographies across North America.This position is a great opportunity to get into a fast-paced startup early and have a big impact on Curbo’s future success.We’re offering a hybrid work model for this position – a combination of on-location and remote work. You will spend some of your time working on location at Curbo’s office in downtown Toronto and will have the flexibility to work remotely when appropriate.What you’ll be doing You will be the first CS hire and will be required to do everything from answering phones and directly assisting customers to strategy, planning, and establishing the foundation for CS at Curbo. Because we’re a fast-growing startup and things are constantly evolving, your responsibilities will evolve over time.As head of Customer Success at Curbo, you will help establish and build the customer success function at Curbo:Define and manage the Customer Success roadmapDefine and own Customer Success KPIs and metricsEstablish standards and processes that will become the foundation for Customer Success at CurboImplement Customer Support systems like a CRM, issue tracking, phone system, email, and SMS automationWork closely with leadership to hire, train and grow new members of the Customer Success team as the company growsRegularly report and forecast on the state of Customer Success directly to leadershipCreate the Customer Success playbook Curbo will use to grow to thousands of customers across multiple geographies in North AmericaContinuously improve the customer experience from first contact to subscription renewals.Initially, you will be the main point of contact for customers. You will answer questions, solve problems and support customers via phone, video, email, and in-person when required.You will ensure that customer questions and issues are resolved as quickly as possible. This will include communicating with key stakeholders such as insurance, maintenance, and roadside assistance partners to help troubleshoot customer issues.You will review and approve/decline all inbound subscription requests inside Curbo’s proprietary platform and ensure all relevant documentation is attached to customer profiles.You will handle technical escalations and reproduce issues from customers that relate to Curbo’s mobile apps and website.You will analyze customer data to understand recurring issues, trends, and areas for improvement.You will regularly update the FAQ, knowledge library, and chatbot systems to automate basic customer queries.You will work closely with other teams, like our marketing and product team, to improve how we communicate to customers, build customer-centric solutions and create the best customer experience.What you’ll be responsible for The Customer Success roadmap – upcoming milestones, projects, and plansCustomer Success KPIs and metricsReporting and forecastingCustomer retentionThe performance of the Customer Success teamAll CS hiring, training, and coachingAll CS processes and playbooksAll CS tools (software and otherwise)Experiences, Qualifications & Skills We believe these things will improve the likelihood of success in this role.You have 7+ years of Customer Success experience.You have managed high-performing Customer Success teams, preferably at a high-growth company.Proven success in past leadership roles – growing teams, developing people and driving career progression.You have demonstrated an ability to hire and retain great people.You have demonstrated you can lead teams in meeting deadlines and exceeding goals.You have a strong career progression showing growth and success throughout.You have high levels of integrity, judgement, respect for ethics, values, and people.You’re comfortable interacting and communicating with customers on the phone, over email, and in person when required. An unhappy customer doesn’t phase you.You’re comfortable implementing and working with software apps and systems like CRMs and email and SMS automation tools. You can learn new tools quickly and become a power user through your own learning, reading documentation, and watching tutorials.You’re comfortable working in G Suite (Google Sheets, Docs, etc).You proactively solve problems and take action when you see an opportunity to improve the business, rather than waiting for a teammate or a customer to ask.You’re detailed-oriented.You have excellent organization, prioritization, and time management skills.You have excellent written and verbal communication skills.You thrive in a fast-paced, constantly changing work environment. You’re comfortable with ambiguity.Working at Curbo Here’s what we care about at Curbo:*High integrityBe honest. Do what you say you’re going to do. Speak up when others won’t. Do the right thing.*Bias towards actionTake action. Move fast. Get stuff done.*Extreme ownershipOwn everything in your world. Take responsibility for your actions and outcomes, and the actions and outcomes of those within your sphere of influence.*Seek truthPursue the best ideas and solutions with an open mind. Use data to inform your perspective. Build up from a foundation of truth.*Be kindHelp and support those around you. Put positive energy into the world.*Open, honest, and transparent communicationBe direct with feedback in the spirit of helping others improve. Communicate issues and problems when you see them. Have the hard conversations. Praise teammates when they deserve it.Diversity at Curbo The Curbo team is diverse in background, race, age, sexuality, ethnicity, gender identity, perspectives, and ideas. We care about performance, contribution and impact – not where you’re from, what you look like, or who you love.We are building a company that moves people forward.Salary & Benefits Your compensation will be a combination of salary and stock options.This position starts at $100,000 per year. Additionally, we’re sharing the future success of Curbo with you via stock options. If things work out, you could own a piece of the company.Benefits and Perks *4 weeks of vacation to startOnce you complete the probation period, we offer 4 weeks of vacation per year to start, with plans to expand that over time.*Comprehensive benefitsWe offer a comprehensive benefits package to all our employees. Vision, dental, medication – we’ve got you covered.*Hybrid workSpend time working closely with teammates and customers at our head office and have the ability to work remotely when appropriate.*Optional access to a vehicle via a discounted Curbo subscriptionWe offer qualified teammates a discounted Curbo subscription so you can have a vehicle if you need it.*Stock optionsParticipate in the future success of Curbo as an owner of the business.Job Types: Full-time, PermanentSalary: From $100,000.00 per yearBenefits:Casual dressDental careDisability insuranceExtended health careStock optionsVision careWork from homeSchedule:Monday to Friday

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