Director, Customer SuccessWho we are:

Creyos (formerly Cambridge Brain Sciences) is a leading growth-stage B2B SaaS HealthTech company. Our proprietary brain health tools, including digital cognitive assessments and mental health questionnaires, are used by healthcare practitioners treating mental health conditions, brain injuries, aging, and other patient populations throughout the world, as well as by leading researchers. To learn more about our organization, please visit www.creyos.com.

You will be part of a team that includes not just your typical SaaS business functions (Sales, Marketing, Customer Success), but also engineers, psychologists, business leaders, and even a world-renowned neuroscientist. We are proud to say that you will be surrounded by some of the smartest, enthusiastic, hard working and dedicated people that you'll ever meet (at least, that we've ever met!).

Who we are looking for:

At Creyos, we know that solving big challenges requires unrelenting resilience. We don't give up in achieving our goals. People who succeed at Creyos have a sense of urgency, a strong work ethic, natural curiosity, strong internal drive, and enthusiasm about growing a company… as well as a sense of humor. If this all sounds good to you, we invite you to join us!

Please note that this is a hybrid opportunity based in Toronto, ON.

What you will be doing:

Retention metrics are the heart and soul of a SaaS-based business—as a result, this role is pivotal within the organization. Reporting to the Chief Product Officer, the Director, Customer Success at Creyos will assume full accountability over driving revenue retention, customer renewals and upsell activity, as well as ensuring clients are beyond satisfied with the consultative and support services they are receiving throughout the customer lifecycle. The perfect candidate for this role will have a proven track record of successfully managing customer success organizations and team members to exceed their targets.

We are searching for an experienced and enthusiastic leader with a strategic mindset coupled with a readiness to dive into operational details. The Director, Customer Success is an agent for positive change and fosters a culture of trust, collaboration, growth and iteration.

As a Director of Customer Success at Creyos, you will:

• Take ownership of the overall strategic vision, direction and associated metrics that govern success of the CS Team, while working cross-functionally to identify, prioritize, effectively communicate and execute new processes that enable team members to exceed their goals
• Assume ownership of all core activities to maximize retention i.e. Net Revenue Retention, Customer Retention, Contract Utilization, Expansion Revenue from Upsell / Cross Sell and Net Promoter Score, ensuring that we consistently meet or exceed annual revenue retention targets
• Become a knowledge expert on the Creyos Health product. Maintain an intimate knowledge of our product, staying on top of updates and developments. Actively and regularly engage with our customers to understand their evolving needs and challenges
• Manage and grow several of our largest accounts ($300k+ in yearly revenues), enabling you to stay close to the practice of customer success while contributing meaningfully to revenue growth
• Coach, train and hire high performing managers and individual contributors that manage a diverse portfolio of accounts (SMB, Mid-Market and Enterprise)—whether it's driving more value in our day-to-day interactions or implementing negotiation principles and tactics that result in win-win situations, you've got the experience and expertise to help the team level up across all stages of the customer lifecycle
• Leverage existing customer data, analytics and feedback to derive actionable insights to improve the end-to-end customer journey, influence product improvements, etc.
• Design, scale and optimize new systems, processes and workflows to ensure a high degree of efficiency and productivity of CS related activities
• Build and maintain strong relationships and collaborate cross-functionally with Sales, Marketing, Product, Engineering and Finance teams

The skills and experience we are looking for:

• 7+ years of progressive customer success and/or sales experience, working in an environment where you were responsible for driving customer retention, renewals, customer onboarding, lifecycle management and support
• 2+ years in a customer success or sales leadership role within a health tech SaaS-based company
• A passion for science and healthcare
• A desire and ability to roll up your sleeves and get into the details to truly understand the job of your direct reports and team members
• Extensive experience with retention metrics, preferably overseeing multiple layers of an organization hierarchy
• Experience working in start-up and/or early to mid-stage companies. Demonstrated ability to thrive in a fast paced and dynamic working environment
• A track record of adapting to change and contributing to a company's evolution
• Experience working with a diverse portfolio of accounts (SMB, Mid-Market, and Enterprise)
• Undergraduate degree or college diploma, preferably in business
• Highly analytical and strategic but also possesses a genuine curiosity and a hands-on approach to getting into the details
• Extensive experience using SalesForce to pull data and detailed reports

Additional information:

Please note that in accordance with company policy, any successful candidate will be required to demonstrate proof of full vaccination against COVID-19.

Creyos is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, and disability, or another legally protected status. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Creyos will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require accommodation, please notify our Talent Acquisition Manager directly and we will work with you to meet your needs.