Senior Director of Customer Success

Questline

Full-time - Manager

Remote

Professional, Scientific, and Technical Services

About the position

The Customer Success Leader at Questline Digital is responsible for driving client satisfaction and retention through strong relationship management and operational excellence. This role involves strategic leadership, hands-on coaching, and a focus on achieving departmental goals that align with client needs and company objectives. The position emphasizes the importance of understanding client environments and delivering value through effective service delivery and team management.

Responsibilities

• Assist with financial reporting for the Customer Success department, including forecasting and recognition of subscription revenue, services revenue, and departmental expenses.
• Set, meet, and monitor departmental goals to drive optimal performance of client operations and support.
• Focus on the overall value of client relationships, including the retention and growth of subscription revenue and incremental revenue growth from new products and services.
• Continually learn and understand clients' market environments, unique goals, and strategies, and how our solutions bring them value.
• Resolve customer service issues and contribute towards improving customer service processes and results.
• Oversee and optimize the customer operations team, ensuring the successful delivery of Questline's digital services, email deployment, newsletter, and webinar services.
• Understand receivables goals and track progress towards them.

Requirements

• Excellent customer-facing and interpersonal skills.
• Experience managing a high-performing team of client account managers and customer support specialists.
• Experience in revenue accountability and client growth.
• Passionate about serving customers and providing the best possible customer experience.
• Ability to manage multiple priorities and achieve results.
• Proficiency in tools such as Salesforce, Excel, and PowerBI for performance analysis and presentation creation.

Nice-to-haves

• Experience with digital marketing and/or the utility industry.

Benefits

• 3 weeks' vacation and 5 personal days
• Comprehensive Medical, Dental, and Vision benefits starting from the first day of employment
• Employee stock ownership and RRSP/401k matching programs
• Lifestyle rewards
• Remote work options