We are seeking a dynamic and results-driven Director of Customer Success to lead our dedicated customer success team. This leadership role is pivotal in driving customer retention, maximizing account growth, and ensuring that Qtrac consistently exceeds our net retention targets.
You have more than likely been queued by a Qtrac product, and we welcome you to join the journey of queuing people and the places they go today!
Who we are:
At Qtrac, we're not just another SaaS company. We pride ourselves on our innovative solutions that cater to a diverse range of business needs. Through the data we capture, we provide rich insights that empower our customers to make informed decisions, optimizing their operations and strategy. With esteemed clients like TD Bank and Men's Warehouse on our roster, we're looking for a visionary leader to be a cornerstone of our ambitious journey.
Why should you join?
Qtrac was founded on an entrepreneurial spirit. Our continued growth and success is driven by the determination and talent of our team. We recognize that our team is our primary asset, and we believe in providing them with a positive, rewarding work environments. Be a part of a team that pursues excellence with dedication, integrity, and service.
What’s in it for you?
- Competitive compensation and benefits package.
- Opportunity to work with a dynamic team and for a rapidly growing company.
- A seat at the table: Your voice and ideas matter to us.
- Regular training and professional development opportunities.
Typical day in the life of a Director of Customer Success, Enterprise:
- Strategic Leadership: Develop and execute a comprehensive customer success strategy that ensures the achievement of a Net Retention of 115% or higher.
- Team Management: Lead, coach, and mentor the customer success team, ensuring they have the tools and knowledge to succeed. This includes overseeing an enterprise CSM handling top-tier accounts, and a desk for SMB and Mid-Market accounts.
- Account Management: Oversee the health of our 90-strong customer portfolio, ensuring robust retention and customer satisfaction. Regularly review account health indicators, churn risk, and identify upsell opportunities.
- Upselling and Cross-selling: In collaboration with the sales and product teams, identify opportunities for upselling new features, capabilities, and expanding the scope of Qtrac's offerings.
- Feedback Loop: Act as a voice of the customer within Qtrac. Liaise with the product and development teams to inform them of client needs, potential product enhancements, and market trends.
- Operational Excellence: Implement best practices in customer success processes and tools. Monitor key performance indicators and adjust strategies accordingly.
- Relationship Building: Cultivate and maintain strong relationships with key decision-makers within customer organizations. Understand their business challenges and align Qtrac's data-driven insights and solutions to address.
The Ideal Candidate:
- Bachelor’s degree in business, or related field. Master’s degree preferred.
- Minimum of 5 years in a customer success leadership role, preferably in a SaaS environment.
- Proven track record of driving customer retention and growth in a SaaS company.
- Strong leadership skills with the ability to inspire and motivate a team.
- Excellent communication and interpersonal skills.
- Ability to think strategically and execute methodically.
- Proficiency in customer success tools and software.
Qtrac is committed to the employment and advancement of minorities, females, individuals with disabilities, and veterans. We are an equal opportunity employer and do not discriminate in hiring or employment on the basis of race, color, religion, sex, national origin, ancestry, citizenship status, age, marital status, disability, veteran status, sexual orientation, genetic information or any other characteristic protected by applicable law.
