Director, Customer Success
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Job Location:
Richmond Hill - Canada
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Director Customer Success
Salary: Based on experience Benefits Vacation
Location: Toronto ON (Hybrid / Remote Options Available)
Length: Full-Time Permanent
Reporting Manager: Chief of Technology and Operations (CTO/COO)
About Us:
At WellnessLiving we empower thousands of health and wellness business owners to turn their entrepreneurial dreams into reality. Our mission-critical software fuels their vision supporting millions of clients around the world in their wellness journeys. With a deep commitment to putting our customers first we foster a culture that values high performance adaptability and accountability. If you are a skilled professional who thrives in a fast-paced customer-focused environment and are passionate about making a meaningful impact on the health and wellness industry we would love to connect with you.
Our team is driven by four core values that shape everything we do:
- Customer First We approach every challenge with a customer-focused lens driven by an obsession with our customers happiness and success.
- Excellence We approach every task whether big or small with a steadfast commitment to exceptional execution and the pursuit of greatness.
- Accountability We take full ownership of our decisions actions and outcomes both successes and failures.
- Adaptability We recognize that sustained success demands that we be malleable and purposefully evolve acknowledging that the world is dynamic and constantly changing.
About the Role:
Were seeking an experienced and inspiring Director of Customer Success to lead our global Customer Experience and Support operations. This role will focus on driving operational excellence scaling service delivery and developing high-performing onshore and offshore teams. The ideal candidate brings a balance of strategic leadership data-driven decision-making and a passion for empowering teams to deliver world-class customer experiences.
Responsibilities:
- Lead and oversee global Customer Success and Support operations to ensure alignment with company objectives.
- Build and develop high-performing teams that prioritize accountability collaboration and continuous improvement.
- Implement efficient operating models to optimize workload balance shift coverage and service quality.
- Use data and technology to drive operational performance improve customer satisfaction and streamline workflows.
- Establish and monitor key performance metrics such as CSAT NPS first response time and SLA adherence.
- Collaborate with cross-functional leaders to ensure the customer journey reflects our companys commitment to excellence.
- Develop and maintain strong offshore partnerships ensuring performance communication and cultural alignment.
- Foster a learning culture through coaching mentorship and professional development opportunities for your teams.
- Provide regular insights and strategic recommendations to senior leadership to continuously improve customer experience and retention.
Skills & Qualifications:
- Bachelors degree in business operations or a related field (Masters preferred).
- 8 years of experience leading Customer Success or Support operations within SaaS including 3 years in a senior leadership role.
- Proven track record in improving retention and customer satisfaction through operational excellence.
- Experience managing offshore teams and scaling global service operations.
- Strong analytical mindset with expertise in data-driven performance management and workforce optimization.
- Proficiency with support platforms such as Zendesk Intercom or Salesforce Service Cloud.
- Exceptional leadership communication and change management skills
Why Work With Us
- Work with a passionate dynamic and fast-growing team dedicated to making a meaningful impact in the wellness industry.
- Competitive salary vacation and benefits package.
- Flexible hybrid work environment with opportunities for growth and development.
- A culture that values creativity collaboration and continuous learning.
Please note that only those selected for an interview will be contacted.
WellnessLiving is proud to be an equal opportunity employer. Employment decisions are based solely on qualifications experience and business needs. We do not tolerate discrimination or harassment of any kind. All qualified applicants will receive consideration without regard to race color religion gender gender identity or expression sexual orientation national origin disability age genetic information veteran status marital or family status or any other status protected by law.
Required Experience:
Director
Key Skills
- Fundraising
- Management Experience
- Coaching
- Analysis Skills
- Strategic Planning
- Team Management
- Budgeting
- Leadership Experience
- Mentoring
- Public Speaking
- negotiation
- Supervising Experience
About Company
Business Management Software by WellnessLiving: take your gym, fitness studio, spa or salon to the next level! Book and attract new clients instantly. See why over 10 million users love WellnessLiving. Get your free demo today!
