Customer Success Director

OverviewWe are searching for a Customer Success Director to join our team on a full-time basis.This is a fully remote position; the successful candidate can be based anywhere in the world, with preferred working time zones in Pacific Time or Eastern Time.This role oversees the Sales Closer Team and works closely with all teams to ensure the success of our Partners.The Customer Success Director is responsible for the continued success of Wishpond Technologies Ltd.ResponsibilitiesPartner with the Executive Leadership Team to align customer success goals with overall company strategy and business objectives.Lead the design and execution of customer success strategies that enhance user adoption, engagement, and retention across the customer lifecycle.Drive customer value realization by implementing programs that increase product usage, customer satisfaction, and lifetime value.Collaborate cross-functionally with Product, Marketing, and Sales to identify opportunities that improve the self-serve customer journey and reduce churn.Champion the voice of the customer, ensuring insights from customer interactions directly influence product roadmap and operational priorities.Foster a customer-first culture across all teams by promoting accountability, empathy, and proactive problem-solving.Oversee support operations, ensuring fast resolution times, scalability of help channels, and continuous improvement of customer experience.Manage key accounts and at-risk customers, implementing strategies to strengthen relationships and maximize renewals.Develop and monitor KPIs for success metrics, including NPS, retention, expansion revenue, and time-to-value.Own and manage the customer success budget, optimizing resources for maximum efficiency and impact.Collaborate with Product and Data teams to conduct customer insights and feedback analysis, driving actionable improvements.Partner with Marketing to launch education, onboarding, and enablement programs for the self-serve customer base.Lead, mentor, and grow a high-performing Customer Success organization, including Account Managers, Support Specialists, and Success Managers.Build scalable processes and systems that support self-serve and hybrid customer engagement models.Recruit, coach, and empower team members, fostering professional growth and operational excellence.Cultivate a culture of collaboration, transparency, and integrity that drives both team and customer loyalty.Perform other leadership duties as required to ensure customer satisfaction, team performance, and business success.Other duties as assigned.QualificationsA minimum of 5-7 years of experience, preferably within a SaaS-oriented marketing operation or marketing agencyA degree or diploma that contributes to the organization is considered an assetStrong recruitment, training, leadership, and negotiation skillsIn-depth knowledge of marketing strategies and best practicesExperience in sales is considered an assetCapacity to manage global teams and complex projects seamlesslyMust be detail-oriented, creative and have a passion for helping partners and team members achieve their goalsSelf-motivated with the ability to establish and maintain solid relationships through a client-first mentalityMust be technical, analytical, results-driven and have the ability to multitask in a fast-paced environmentOrganized, administratively strong, and have solid writing, phone, and general communication skillsStrong analytical and troubleshooting abilities to handle escalated issues and develop creative solutions for customersExcellent communication skills, with the ability to provide clear, empathetic guidance to customers and constructive feedback to team membersDeeply committed to customer satisfaction, capable of fostering a service-first culture within the teamEager to participate in ongoing education and training for both personal and team developmentFluent in English (spoken and written); knowledge of an additional language is an assetWork EnvironmentGiven the nature of this role, the successful candidate will provide their own workstation, computer, headset, and have a fast and reliable internet connection.This position may require downloading and utilizing company software.Background checks (employment reference, criminal record, and credit checks) may be verified.Upon hire, the successful candidate must provide a valid government-issued photo ID as part of onboarding.Ability to provide oversight during standard business hours based on the Pacific Time Zone.Great Reasons to Apply for This RoleFully remote position allowing you to work from your home anywhere in the worldDynamic environment with a strong leadership teamComprehensive training program and regular performance reviewsCompetitive compensation based on experience and proven abilitiesReferral programs with incentives and bonusesProduct discounts when using Wishpond products for your own businessGlobal, multicultural colleagues and growth opportunitiesGrowth-focused SaaS company publicly traded on the TSX Venture ExchangeAbout UsWishpond is a rapidly growing technology company providing digital marketing solutions targeted at small businesses.The cloud-based platform includes landing pages, social promotions, website pop-ups, online forms, and lead activity tracking.Wishpond serves over 3,000 customers across industries and sizes, from startups to Fortune 500 companies.For more information, please visit the Wishpond website or social media platforms: Instagram: @wishpondofficial; Twitter: Wishpond; YouTube: Thewishpond.Application ProcessIf you are interested in applying, please provide an updated resume in English (PDF or Word formats) and quote the position title in the subject line of your cover letter.Wishpond Technologies is an equal-opportunity employer and maintains an inclusive culture.We thank all applicants for their interest; however, due to high application volume, we are unable to respond to phone, email, or agency inquiries.Internal applications close on Friday, October 17, ****, at 5:00 pm Pacific Time.#J-*****-Ljbffr