Director of Customer Success (Ca)

US or Canadian time zones required

Compensation: $210000 - $285000 CAD | Unlimited PTO | Fully Remote | Generous Benefits

Before You Join The SaaS Academy Team…

How To CRUSH Your Application To SaaS Academy

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About SaaS Academy

The SaaS Academy Team is on a mission to help Software as a Service (SaaS) companies grow to new heights through world-class coaching and training.

Our CEO, Johnny Page, is a seasoned B2B SaaS executive who has led companies to remarkable success, notably growing Silvertrac from $30k MRR to $225k MRR and orchestrating its acquisition for 7.8x ARR. He now dedicates his expertise to helping ambitious B2B SaaS founders achieve their perfect exit.

About the Role

As the Director of Customer Success at SaaS Academy, you will be the architect of our customer journey, pivotal in driving satisfaction, loyalty, and long-term relationships across all three programs. This strategic leadership role is not just about managing customer experience—it's about inspiring a high-performing team that embodies our commitment to excellence and driving cross-department collaboration. By leveraging data-driven insights, you will identify growth opportunities and enhance client interactions, all while aligning with our organizational vision to achieve exceptional results for our founders and SaaS Academy.

Key Responsibilities

1. Crafting a Customer Journey that Drives Retention and Success

   In this role, you will own the overall customer experience, engagement, and retention across our programs. You will execute established playbooks and create and manage a Voice of the Customer program to gather client feedback, reviews, testimonials, and case studies. Additionally, you will review and enhance the coaching model while collaborating with program teams to boost client engagement and adoption. Success will be measured through key performance indicators such as churn, retention rate, net revenue retention (NRR), Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).

2. Operational Scalability for Systems and Processes

   You will play a pivotal role in standardizing the client journey and processes while developing specific performance metrics and health scoring metrics to gauge success. Leading, managing, and mentoring the Customer Success team will be key, fostering collaboration across departments to ensure cohesive strategies. Metrics for success in this area will include customer health scores, adoption rates, Time to First Value (TTFV), onboarding time, and support resolution rates.

3. Strategic Leadership and Departmental Alignment

   As a member of the Senior Leadership Team (SLT), you will enhance collaboration and alignment across all departments—Sales, Marketing, Program Operations, People, Events, and Finance—to drive customer insights and improve overall customer satisfaction. You'll ensure effective change management by communicating priorities, hiring strategically, delegating tasks efficiently, and inspecting results to ensure alignment with goals. Your responsibilities will include developing a clear departmental vision, managing talent effectively, ensuring financial stewardship, and overseeing workflow process improvements that align with strategic initiatives.

   1. The Three Pillars of SaaS Academy:
      1. Coaching: SaaS Academy offers three coaching programs for B2B SaaS Founders to help them scale faster, Increase profit, build Better teams, and exit faster.
         1. Growth Accelerator Program
         2. SaaS Academy Program
         3. Boardroom
      2. Training / Content: Our curriculum has over 350+ growth playbooks that help SaaS founders build repeatable and scalable growth. Check out our growth playbooks HERE.
      3. Community: Our community connects hundreds of successful B2B SaaS founders, who are facing the same challenges, and looking to gain access to peer support, advice from seasoned entrepreneurs, and live events where you can connect, learn, and grow alongside founders at various stages of their journeys. Learn more about our SaaS Academy Intensive events.

Required Experience

• 10+ years of experience in Customer Success, with 5+ years of experience at the Director or VP level within the SaaS or coaching sectors.
• Technical knowledge of SaaS (B2B) business models.
• Strong competency in customer success, gathering and interpreting customer feedback, and evaluating qualitative and quantitative service delivery.
• Experience thriving in ambiguous scenarios, showing the drive to find and implement solutions.
• Proven ability to leverage data and analysis to drive strategic decisions, enhance client engagement and satisfaction, and scale customer organizations effectively.
• Understanding of SaaS business models and experience in managing customer success teams.
• Expertise in leadership and management.
• Strong communication skills, both verbal and written.
• Customer-backwards mindset focused on enhancing client satisfaction.
• Strategic thinking capabilities for long-term planning and execution.

Preferred Experience

• Cross-industry experience, providing a broader perspective on customer success.
• International experience with an understanding of global markets and cultural nuances.
• Familiarity with emerging technologies relevant to customer success.
• Experience in community management to foster client relationships.

Time Zone

• US or Canadian time zones required

Direct Reports

• Head of Account Management, Account Managers (2), Program Specialist, Program Support (2)
• Head of Coaching, Executive Coaches (5), Coaching Support (2)

Benefits

• Compensation: $210000 - $285000 CAD
• Generous Benefits: We offer Unlimited PTO, health and retirement benefits, development training, and a robust and nourishing culture & team that is world-class.

Please check out the How We Hire section on our website to see what the steps are for our hiring process—taking the time to apply means a lot to us!  If you apply, you’ll hear from us, whether we feel you’re a good match for us, or not, as part of our process.