Director of Customer Success, EcoOnline
+ Equity
Online health & safety tools
Posted today
Online health & safety tools
501-1000 employees
Posted today
+ Equity
501-1000 employees
Company mission
To help our customers create safe, sustainable, efficient, and attractive workplaces through user-friendly SaaS tools.
Role
Who you are
- Bachelor's degree in Business, Marketing, or a related field
- 2+ years proven experience in leading and managing Customer Success, and Technical Support teams in a B2B SaaS environment, preferably across multiple product lines
- 5+ years in customer success, support, or related customer facing SaaS experience
- Strong understanding of customer success best practices, customer journey mapping, and customer feedback analysis
- Excellent communication and interpersonal skills
- Data-driven mindset with the ability to use analytics to make informed decisions
- Strong leadership and team-building abilities
- Ability to thrive in a fast-paced, dynamic environment
What the job involves
- We are seeking an experienced and dynamic Director of Customer Success to lead our North American Customer Success department across multiple product lines
- In this role, you will be responsible for overseeing and optimizing the customer journey, ensuring successful adoption of our various software products, and providing top-notch technical support
- You will lead a team of Customer Success Managers, and Technical Support Specialists, directly managing team members while also providing leadership and guidance to other indirect reports
- As a key member of our Customer Success leadership team, you will report to the VP of Customer Operations
- Directly manage and mentor a team of Customer Success Managers, and Technical Support Specialists
- Provide leadership and guidance to other team members in an indirect capacity, fostering a collaborative and high-performance culture within the department
- Develop and implement strategies to enhance the overall customer experience and satisfaction across multiple product lines
- Collaborate with cross-functional teams, including Sales, Product Development, Engineering and Marketing, to ensure alignment with organization initiatives
- Develop customer management strategies for the team to deploy ensuring positive customer growth including upsells and cross sells
- Manage the Technical Support team, ensuring timely and effective resolution of customer issues and inquiries related to all product lines
- Implement and monitor support performance metrics and KPIs
- Develop and execute a comprehensive customer success strategy across all product lines to drive customer retention, expansion, and advocacy
- Identify opportunities for upselling and cross-selling to existing customers across different product offerings
- Gather and analyse customer feedback and data across multiple product lines to identify trends, issues, and opportunities for improvement
- Ensure ongoing feedback loop with Product and engineering teams to advocate necessary changes and enhancements based on customer insights for each product
- Create and maintain reports on customer success metrics, including team performance indicators and scorecards, customer satisfaction, NPS, and retention rates for each customer segment and product line
- Provide regular updates to the VP of Customer Operations on departmental performance
Our take
Workplace safety lies primarily in the hands of workers and employees. EcoOnline has set out to challenge unsafe work environments and practices by providing employee training and workplace safety solutions in the form of EHS and chemical management SaaS tools.
Its solutions are extremely customisable and so cover a wide range of different industries. This has enabled the company to attract customers such as NHS, Siemens, Legoland and Johnson & Johnson.
EcoOnline is constantly adding newer EHS areas such as sustainability to its portfolio of solutions which will help expand its customer base even further. Backed by strong institutional investors, listed on the Oslo exchange, and boosted by several acquisitions, the company is well set to see continued growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
29% employee growth in 12 months
Company
Funding (1 round)
Feb 2019
$0.5m
GRANT
Total funding: $0.5m
Company benefits
- Robust health coverage
- Extended parental leave
- Generous paid time off
- Accelerated learning paths
- Team wellness initiatives
- Company-wide events
- Employee resource groups
- Recognition awards
Company values
- INNOVATION: Through knowledge and innovative technology, we are enabling companies to create healthier and safer working environments
- SAFER: We help our customers to create safe, sustainable, efficient and attractive workplaces, through user-friendly SaaS tools
- AMBITIOUS: We help each other deliver an optimal customer experience by operating with integrity, respect and ambition
Company HQ
Sentrum, Oslo, Oslo
Articles
Leadership
Tom Goodmanson
(CEO)Has a wealth of leadership experience, having served as Sr. Manager at KPMG, President and CEO of Calabrio, CFO of Magenic Technologies, and CFAO at Gelco Expense Management.
Salary benchmarks
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