Description
Director of Customer Success
Department: Customer Success
Employment Type: Full Time
Location: Remote (Canada)
Reporting To: Quinn Kliman
Compensation: $168,000 - $190,000 / year
Description
We are hiring a Director of Customer Success to join our Customer Success team!
The Director of Customer Success will lead and scale Spare’s Customer Success function, which includes our (1) Implementation & Onboarding, (2) Customer Success, and (3) Customer Support teams. The Director’s role will ensure that customers achieve their objectives through proactive support while driving account retention and growth. This role is accountable for:
- Customer Retention: Maintaining and improving Spare’s high customer retention rate by fostering strong relationships and delivering consistent value.
- Customer Success Team Performance: Empowering and coaching the team to deliver market-leading service quality, operate at peak efficiency, and achieve exceptional customer outcomes.
- Customer Referenceability: Ensuring that customers are so satisfied with our products and services that they will be positive references to enable new logo acquisition.
- Customer Expansion: Enabling upsell and cross-sell opportunities by aligning customer needs with Spare’s evolving offerings and capabilities.
Our Spare HQ is in Vancouver - BC, but this position is open to remote work options across Canada. If you like coming into an office, you can work from our HQ as desired, and we also provide a co-working stipend for those who wish to work in an office outside Vancouver.
Key Responsibilities
Strategic Leadership:
- Develop and execute a scalable Customer Success strategy to support Spare’s rapid growth in close collaboration with the VP of Customers.
- Align Customer Success initiatives with organizational goals, including revenue growth, customer retention, and satisfaction.
Team Development & Performance Optimization:
- Recruit, train, and mentor a high-performing, continuously growing team of team leads, CSMs, Implementation Managers (aka Launch Managers), and Support Representatives located across the Americas.
- Foster a culture of accountability, innovation, and continuous improvement.
- Coach team leads and individual contributors to enable top performance and talent density across the team.
Customer Relationship Management:
- Act as an executive sponsor for key accounts, ensuring strong relationships and strategic alignment.
- Develop and maintain processes for managing the customer lifecycle, including onboarding, adoption, and renewal.
Process Optimization:
- Implement systems and tools to track customer health, measure satisfaction, and generate actionable insights.
- Standardize playbooks and best practices for high-touch, complex customer engagements.
Revenue Enablement:
- Partner with Sales to identify and execute upsell and cross-sell opportunities.
- Collaborate with Product to ensure customer feedback drives feature development.
- Customer Advocacy:
- Represent the voice of the customer internally, championing their needs and priorities.
- Build a base of enthusiastic advocates for Spare’s platform and services.
About you
- Strong experience in Customer Success (ideally 5+ years) with at least 2 years of experience in a leadership role
- Experience scaling a Customer Success team at least two-fold (ideally 20 employees or more)
- Experience scaling Customer Success operations specifically in a high-growth SaaS environment, including managing or overseeing enterprise accounts in high-touch, complex software environment
- Proven success in achieving key customer success metrics (NPS, CSAT, customer retention and revenue retention)
- Excellent communication skills (verbal and written)
- Availability to travel within Canada and the US for 30% of the time
It will be considered a plus:
- Experience in the public transit industry
- Experience working with government agencies
- Experience leading teams through periods of significant growth or operational transformation
Benefits
- Purposeful work: Be a part of a mission-driven company that is solving real-world problems and improving the lives of people around the world.
- Growth Opportunities: Spare is growing fast and there is uncapped potential for rapid advancement of motivated high performers on our team! 🚀
- Market-competitive pay: We benchmark roles annually to attract and retain top talent. For Growth roles, we also offer a competitive commission/bonus structure that rewards strong performance.
- Stock options: Enjoy the feeling of ownership. All Spartians are provided stock options, so you can share in the growth and success of Spare!
- In-office collaboration: If you're in Metro Vancouver, you have the option to work out of our HQ located downtown. If you're located elsewhere, you'll have access to CA$200/month to spend on a coworking membership to work together with team members in your city.
- Home office allowance: We recognize the importance of a productive home office setup to help you do your best work, which is why we provide a CA$1,000 home office allowance.
- Team offsites & socials: We love the flexibility of remote work, and we also value the importance of in-person connection. Each team has an annual budget for travel and accommodations to get together for a team offsite or hackathon. Plus you have access to a CA$50 monthly budget to socialize with other Spartians in your city - go out for a meal or hit up a karaoke spot!
- Health insurance: We offer a fully-paid health insurance package for you and your dependents that includes prescription drug, paramedical, mental health, dental, life insurance, travel insurance, and Employee Assistance Program.
- Lifestyle Spending Account: We offer CA$500 per year Lifestyle Spending Account (taxable benefit), which you can use to get reimbursed for a variety of expenses including education, wellness, transportation, and childcare/pet care.
- Paid time off: Along with your three weeks of annual vacation, we offer unlimited sick days and have company-wide shut-down days to help you rest and recharge.
