Company Description

Owner Relations Technology is an IT company that is growing fast. We supply a unique software solution for Property Managers and Hoteliers worldwide. We specialize in developing robust Owner Accounting and Owner Portal software solutions for Condo Hotels, Fractional Hotels, Timeshare Resorts, HOAs, Residence Clubs, and Property Management Companies. Our client base consists mainly of 4- and 5-star Resort hotels worldwide.

Role Description

We are seeking a Director of Customer Success to join our team in Squamish, BC, Canada. Reporting to the GM of Owner Relations, you'll lead the Customer Success department, encompassing support, account management, and client onboarding. The ideal candidate will be a player-coach, strategic thinker, and project quarterback, combining high level strategic thinking with a 'get it done' attitude to ensure exceptional customer outcomes. This is an on-site role.

Responsibilities:

• Define and execute the strategic vision for Customer Success and Account Management, positive client outcomes, and lifetime value
• Establish and report key Customer Success metrics (KPIs) to leadership, providing insights on customer health, retention, and growth, along with the impact of Customer Success initiatives on overall business outcomes
• Implement churn reduction and customer retention strategies
• Lead the development of a company-wide customer success motion, using processes and data cross-functionally to improve key customer engagement metrics
• Lead and grow high-performing managers and their teams
• Stay abreast of broad market developments and investigate new technology solutions
• Lead the Account Management process and develop escalations, processes, and market segment operating procedures
• Uses Back 2 Base (B2B) philosophy to drive account growth with Account Managers
• Drive product adoption through identifying training opportunities for clients
• Develop and manage internal escalation processes, coordinating company resources as needed
• Manage, coordinate, and streamline client onboarding processes
• Collaborate with Product and Development to address customer needs and inform product improvements
• Advocates for client needs internally
• Drives talent sourcing and employee development

Qualifications

• Bachelor's degree or equivalent experience
• Experience in building and scaling customer success functions within high-growth environments
• A minimum of 7 years of customer service or related experience with increasing strategic and leadership responsibility
• Proven ability to build, mentor, and scale high-performing teams
• Progressive leadership experience managing both individual contributors and managers within dynamic organizations. Startup experience is a plus
• Experience driving key SaaS metrics (churn reduction, expansion revenue, customer lifetime value, NPS/CSAT)
• Strategic thinker with a proven ability to develop and execute strategies from start to finish
• Demonstrated ability to analyze customer data and insights to drive strategic decisions and improve customer outcomes
• Understanding of financial aspects related to customer success, such as cost of acquisition, retention ROI, and impact on revenue
• Proven ability to manage complex customer success initiatives and projects, ensuring timely and successful execution
• Strong Communication and Presentation Skills. Is effective in written, spoken, and non-verbal communications across all organizational levels and in various formal settings
• Proficiency in standard business software and collaboration tools