Head of Customer Success Job Vacancy in Ten Thousand Coffees Toronto, ON – Latest Jobs in Toronto, ON

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Company Name : Ten Thousand Coffees
Location : Toronto, ON
Position : Head of Customer Success

Job Description : We’re Ten Thousand Coffees (10KC) and we believe that it’s the informal moments with colleagues, mentors, and leaders where people learn and grow the most. Mentoring, networking, and informal talent development is where 85% of careers are found and 90% of learning happens, yet is largely left to serendipity and chance (which can then lead to biases and nepotism). Building relationships leads to career development, new opportunities, breakthrough ideas and cultures where we feel like we belong.

We’re building the world’s best technology to deliver the best mentoring, networking and informal development experiences. 10KC offers innovative solutions to help clients evolve and adapt their current programs to address the challenges of the modern day workplace.

We’ve built award winning partnerships to strengthen connectivity and talent development in enterprise, academic, and industry organizations. Our clients include Fortune 1000s like the Royal Bank of Canada (RBC), PWC, Adidas, General Electric, Telus, Johnson & Johnson, post-secondary academic institutions across Canada, and diversity networks like Ascend and Black Professionals In Tech Network (BPTN). We have big plans to grow and are building a world-class team to help us meet (and exceed!) our ambitious goals.

Our team is currently seeking a Head of Customer Success. This is a Director/VP level role, based on the candidate and experience you bring.

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10KC is permanently remote and building a digital-first culture. We welcome applications from across Canada.

The Role

As the Head of Customer Success, you will report directly to the CEO and be their trusted partner in defining customer success objectives, strategy and tactics, and implementing processes that scale.

We’re looking for a customer success leader who cares deeply about the success of their clients and counts their clients wins as their own wins. You should have a passion for diversity, equity & inclusion (DEI), mentorship, and talent development, because this is the work that you and your team will be partnering with our clients to drive (and accomplish!). Our Customer Success Team exists to help our clients implement large scale organizational changes within their companies and achieve their DEI, mentorship, and talent development goals.

You’ll be responsible for bringing your strategic vision and innovative approach to lead our critical Customer Success Team and help accelerate operational efficiency and innovation for CS at 10KC. You’ll own the success, retention, and expansion of 10KC clients, training and growing the Customer Success Team, and driving product adoption and engagement.

Additionally, you’ll strengthen the foundation of the customer success function by building new, and improving upon existing, processes and programs that would include customer engagement activities from onboarding, adoption, advocacy to driving outcomes (renewals, up-sell, etc). You will develop lasting relationships and guide clients on their DEI, mentorship, and talent development journey as a trusted advisor, while mentoring your team to do the same.

What you’ll do

Drive account growth outcomes through higher product adoption for our three main products (Introductions, Office Hours, Development Programs) and reduce churn and increase renewal rates.
Define, optimize, and re-envision the customer journey and lifecycle through mapping, segmentation, playbooks, and continuous improvement.
Design and implement best practices for our segmented customer base and develop varying strategies to effectively support all accounts and touch points.
Measure the effectiveness of customer success by defining operational metrics, establishing tracking systems, and holding the CS Team accountable for engagement outcomes, customer satisfaction, retention targets, and customer growth.
Define operational metrics for the team and develop customer engagement strategies that outline critical success factors and metrics for success.
Ensure the team is engaging strategically with customers and provide support to prioritize activities that drive adoption, value and advocacy.
Serve as a lead spokesperson and ambassador for 10KC’s client experience, representing the organization at the highest levels to prospective partners and customers.
Create a culture of customer centricity by aligning across the whole of the organization, communicating product feedback and customer sentiment to Product/Engineering, and working with cross-functional teams to ensure Customer Success initiatives are visible and aligned with company goals.
Assist in attracting high potential individual contributors and create a robust onboarding process for new team members.
Recruit, train, mentor, and manage the Customer Success Team in developing individual skills, removing roadblocks, prioritizing tasks, account and relationship management, and consulting as a trusted advisor.
Define and optimize the Customer Success organizational structure in order to scale.

What you’ll bring

Demonstrated progressive experience in leadership roles with SaaS enterprise account management or customer success experience (Minimum 8-10 years experience as a point of reference – but breadth and depth of experience matters more to us than number of years).
Experience in, and a passion for, developing and managing high functioning teams in high growth start-up to scale-up environment; ability to adapt to new environments and changing requirements; embrace fast-pace change with a lens to seek ways to make things better.
An understanding of the talent space, with knowledge or experience in employee engagement, DEI, enterprise collaboration, human resources/talent management, or human capital consulting.
Excellent oral and written communication skills, with the ability to translate customer performance and technical information into everyday terms and tactical operating plans.
Track record as an influential customer advocate with the ability to think like you are the customer – you believe that your customer’s success IS your success.
Ability to forge strong connections with sophisticated customers; proven success in growing existing accounts and relationships.
Problem solving and strategic thinking with a love for helping people; ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions.
Outstanding project management skills, ability to work cross functionally and outside the organization, and have a track record of achieving the results expected.
An unwavering drive for coaching and mentoring for your high performing team, with the ability to consult and provide feedback, facilitate decision making and resolve conflicts.

Expected salary range: $150,000-$210,000 base (+ performance bonus + equity)

More About 10KC

At 10KC, we are dedicated to building a diverse and inclusive community, one where employees feel a sense of belonging, and are valued for their contributions and the perspectives they bring. We celebrate and support our differences. In 2021 we welcomed new team members who are BIPOC, LGBTQ+, and neurodiverse as a part of our team (and we’ll continue to hire more in 2022!). Our mission is to democratize opportunity through the power of human connection. 10KC is proud to be an equal opportunity employer. We strongly encourage everyone to apply. Whatever your background, race, creed, sex, gender, orientation, religion, people with living with disabilities, and foreign-born residents, to apply – you belong here!

Benefits and Perks

Comprehensive health & dental benefits
Employee assistance program (support for mental health, family & relationship, child & eldercare, work & career, legal, financial, and more)
Flexible time off (vacation days, flex days, health days, winter holiday closure, Summer Fridays)
Home office set up allowance
Monthly fitness stipend
Monthly internet and phone stipend
​​Parental benefits program
Permanently remote in Canada (options to work short-term abroad)
Flexible working hours to suit your lifestyle and needs

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