Director of Customer Success

at  Spare

DESCRIPTION

We are hiring a Director of Customer Success to join our Customer Success team!

The Director of Customer Success will lead and scale Spare’s Customer Success function, which includes our (1) Implementation & Onboarding, (2) Customer Success, and (3) Customer Support teams. The Director’s role will ensure that customers achieve their objectives through proactive support while driving account retention and growth. This role is accountable for:

• Customer Retention: Maintaining and improving Spare’s high customer retention rate by fostering strong relationships and delivering consistent value.
• Customer Success Team Performance: Empowering and coaching the team to deliver market-leading service quality, operate at peak efficiency, and achieve exceptional customer outcomes.
• Customer Referenceability: Ensuring that customers are so satisfied with our products and services that they will be positive references to enable new logo acquisition.
• Customer Expansion: Enabling upsell and cross-sell opportunities by aligning customer needs with Spare’s evolving offerings and capabilities.

Our Spare HQ is in Vancouver - BC, but this position is open to remote work options across Canada. If you like coming into an office, you can work from our HQ as desired, and we also provide a co-working stipend for those who wish to work in an office outside Vancouver.

KEY RESPONSIBILITIES

Strategic Leadership:

• Develop and execute a scalable Customer Success strategy to support Spare’s rapid growth in close collaboration with the VP of Customers.
• Align Customer Success initiatives with organizational goals, including revenue growth, customer retention, and satisfaction.

Team Development & Performance Optimization:

• Recruit, train, and mentor a high-performing, continuously growing team of team leads, CSMs, Implementation Managers (aka Launch Managers), and Support Representatives located across the Americas.
• Foster a culture of accountability, innovation, and continuous improvement.
• Coach team leads and individual contributors to enable top performance and talent density across the team.

Customer Relationship Management:

• Act as an executive sponsor for key accounts, ensuring strong relationships and strategic alignment.
• Develop and maintain processes for managing the customer lifecycle, including onboarding, adoption, and renewal.

Process Optimization:

• Implement systems and tools to track customer health, measure satisfaction, and generate actionable insights.
• Standardize playbooks and best practices for high-touch, complex customer engagements.

Revenue Enablement:

• Partner with Sales to identify and execute upsell and cross-sell opportunities.
• Collaborate with Product to ensure customer feedback drives feature development.
• Customer Advocacy:
• Represent the voice of the customer internally, championing their needs and priorities.
• Build a base of enthusiastic advocates for Spare’s platform and services.

The Director of Customer Success will lead and scale Spare’s Customer Success function, which includes our (1) Implementation & Onboarding, (2) Customer Success, and (3) Customer Support teams. The Director’s role will ensure that customers achieve their objectives through proactive support while driving account retention and growth. This role is accountable for:

• Customer Retention: Maintaining and improving Spare’s high customer retention rate by fostering strong relationships and delivering consistent value.
• Customer Success Team Performance: Empowering and coaching the team to deliver market-leading service quality, operate at peak efficiency, and achieve exceptional customer outcomes.
• Customer Referenceability: Ensuring that customers are so satisfied with our products and services that they will be positive references to enable new logo acquisition.
• Customer Expansion: Enabling upsell and cross-sell opportunities by aligning customer needs with Spare’s evolving offerings and capabilities