Discover

The Opportunity

St. John's, NL
Customer Service
Management
Full-time

At HeyOrca, we are building towards a future where creatives can create and collaborate at the speed of social. HeyOrca simplifies the asset production workflow for creative teams.
We’re looking for a dynamic Director of Customer Success to join the pod! As Director of Customer Success, you would be expected to inspire, manage, and scale our Customer Success organization while continuously championing our customer-first culture. We’ve set the bar high for delivering outstanding experiences to our customers as seen in our G2Crowd reviews which you would maintain and continue to improve!

What you'll do

Responsibilities

The Director of Customer Success would be the loudest voice for our customers. You would work closely with HeyOrca’s executive team and be responsible for delivering the best possible customer experience.

Things you might do:

  • Drive Customer Success Outcomes:
    • Increase renewal rates and reduce churn
    • Expand our revenue in existing accounts
    • Define and drive customer health
    • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
    • Build and sustain advocacy programs and reference-ability
  • Define and Optimize Customer Lifecycle
    • Map customer journey
    • Develop listening points in journey (e.g., usage, satisfaction, etc.)
    • Standardize interventions for each point in journey
    • Define segmentation of customer base and varying strategies
    • Identify opportunities for continuous improvement
    • Learn from best practices in industry
  • Manage Customer Success Activities
    • Onboarding
    • Training
    • Customer Support
    • Customer Success Management

What you'll need

Qualifications

  • 3+ years experience leading customer-facing teams, ideally in a B2B SaaS company
  • Proven passion and thought leadership in Customer Success
  • Deep analytical skills, and ability to develop thorough reports and forecasting models
  • Well-defined management style that can be articulated clearly
  • Proven impact on hard Customer Success metrics in past leadership role(s)
  • Passion for coaching and mentoring team members of all levels
  • Strong understanding of SaaS metrics and economics
  • Relevant Bachelor’s degree; preferably in technical or business function

We're looking for

Core Skills

Customer Retention Customer Satisfaction Customer Success Customer Support Leadership Management

Look for yourself

Photo Gallery

A little bit about us

HeyOrca!

HeyOrca was founded to answer a simple question:

How can we make planning and collaboration seamless between marketing agencies and their clients?

With a little creativity and a TON of hustle we’ve built the ultimate sandbox for social media planning, collaboration, and approvals.

Read more about us at: https://www.heyorca.com/careers

Are you interested?

Work With Us

Before we tell you about HeyOrca, read what others think of us:

12 startups to watch in Atlantic Canada

Top 25 B2B Canadian Startups

What our customers think of us

HeyOrca was founded in January 2015, has passed two rounds of investment by some of the best venture capital funds in Atlantic Canada and now consists of about 30 brilliant minds. We mainly work from our office location in St. John's with an open office concept where you can literally turn your head to listen to sales calls, ask our designer for feedback or get some help from your colleagues. That doesn't mean we don't know how to focus: feel free to put on your headphones or go to one of the quiet office rooms to work.

We believe that HeyOrca is the right place for you, if:

  • You want more than just another job
  • You are eager to face new challenges every day
  • You value learning and self improvement
  • You proactively take ownership of new problems
  • At the end of the day, a company is only the sum of its people and we genuinely can't say enough of this team. We want amazing people like you to be part of this, grow with us and have a fulfilling career.