Customer Success Director, EcoOnline
NAM
CA$165k
+ Commission
Health and safety, chemical & ESG software
Job no longer available
Health and safety, chemical & ESG software
501-1000 employees
Job no longer available
CA$165k
+ Commission
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
- 7+ years in customer success, account management, or similar customer-facing roles
- 3+ years of people management experience, preferably leading teams of 5-10 people
- Proven track record of driving revenue retention and expansion in B2B SaaS environment
- Experience working with enterprise and mid-market customer segments – SMB experience is also preferable
- Strong background in cross-functional collaboration and stakeholder management
- Experience with customer success platforms (Planhat or similar) and SFDC/Hubspot systems
- Exceptional Leadership: Strong coaching and hiring skills with experience building high-performing teams
- Results-Driven: Proven ability to deliver against GRR/NRR targets and drive measurable business outcomes
- Strategic Thinking: Ability to develop and execute customer success strategies that align with business objectives
- Communication Excellence: Outstanding verbal and written communication skills
- Change Management: Experience leading teams through strategic shifts and process improvements
- Customer Focus: Deep empathy for customer needs and commitment to delivering exceptional experiences
- Analytical Mindset: Comfortable with data analysis and using insights to drive decisions
What the job involves
- We're seeking an experienced Customer Success Director to lead our North American Customer Success team and drive a strategic transformation in how we deliver value to our 1,000 customers across this territory
- This is a pivotal leadership role where you'll lead a team of 5 Customer Success Managers while partnering closely with cross-functional teams to deliver exceptional customer experiences and drive revenue growth and retention
- Own and drive Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) metrics across the portfolio
- Build and execute customer experience across the range of customers in alignment with global strategy
- Growth Initiatives: Support the team executing account planning and expansion motions as part of joint accounts teams in partnership with Sales and other go to market teams
- Create playbooks and processes to scale customer success motions effectively
- Drive customer advocacy programs and reference development
- Manage escalations and ensure swift resolution of complex customer issues
- Work closely with Product, Engineering, and Marketing teams to advocate for customer needs and drive product adoption
- Collaborate with Support and Professional Services to ensure seamless customer experience delivery
- Partner with Sales leadership on account strategy and customer lifecycle management
- Provide customer insights to inform product roadmap and go-to-market strategies
- Support integrating Acquired company customers and resources, were required
- Lead, mentor, and develop a high-performing team of 5 Customer Success Managers across the region
- Drive hiring strategy and execute recruitment for key CS positions to support growth
- Implement coaching frameworks and development programs to elevate team performance
- Foster a culture of customer-centricity and continuous improvement
- Conduct regular 1:1s, performance reviews, and career development planning
- Establish KPIs, metrics, and reporting frameworks to measure team and customer success
- Drive process optimization and implement best practices across the team
- Ensure effective use of customer success technology stack and tools
- Lead change management initiatives as we evolve our customer success approach
Application process
- Our Talent Acquisition team reviews all applications and believes in the potential of individuals who may not meet all the specific requirements but demonstrate the attitude, alignment with our values and drive to succeed
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 allowed the company to attract customers such as the 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
$0.6m
GRANT
Total funding: $0.6m
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 HQ
London, UK
Leadership
Tom Goodmanson
(CEO)Tom 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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