Sr. Director, Customer Success

Who we are GroupBy's cloud-native SaaS technology powers the world's most relevant and highly converting eCommerce websites.

Our composable Product Discovery Platform powered by Google Cloud Discovery AI, provides industry-leading features for data enrichment, search, recommendations, navigation, personalization, merchandising and search analytics and much more! GroupBy’s next-generation Product Discovery Platform creates seamless eCommerce experiences optimized for business outcomes, including revenue, margin, and profit.

In late 2021, we kicked off our exciting partnership with Google Cloud making GroupBy a provider of choice for site search and recommendations and allowing us to expand globally while raising our business to new heights.

Today, GroupBy is recognized for its success enhancing large-scale, complex B2B and B2C eCommerce configurations.While we have numerous accolades, we would like to highlight that Groupby was honored with a spot on LinkedIn Top Startups 2018 : The 25 most sought-after startups in Canada .

In October 2022, GroupBy received the Gold Merit Award for Technology beating out Amazon in the same category.Do you thrive in a diverse and exciting environment that’s continuously evolving?

Join our team and find out why GroupBy is such a great place to work!GroupBy is looking for a Director, Customer Success who is excited to live in the space between business and technology.

In this role, you will collaborate with some of the world's largest brands to deliver industry-leading e-commerce solutions using GroupBy’s suite of products.

What you’ll be doing Manage the success of our client implementations. This role is the steward of our client relationships.

This role requires a challenging mix of account management, solution consulting and project management. You’ll be collaborating with every team at GroupBy to ensure that our teams understand the business needs of our customers, and that we provide a seamless, hassle-free onboarding experience.

The ideal candidate will have previous experience managing implementations for leading enterprise brands, will bring a keen attention to detail and have the ability to manage multiple workstreams.

Essentially, there are many hats to wear in this role

Responsibilities

• Thoroughly understand our client’s business and their goals for success
• Develop and expand breadth of relationships in the client organization
• Develop strategies and best practices for clients to ensure clients receive optimal value from our services
• Apply a solid understanding of our technology and use that knowledge to drive customer success
• Escalate product gaps or opportunities to the Product Management team
• Set and exceed customer expectations for project cadence and quality
• Be the steady face to our clients to ensure a first class client delivery experience
• Act as an escalation point post implementation and work with internal teams to drive resolution
• Use your technical knowledge combined with your project management capabilities to create positive customer experiences

Skills you already have

• Project management experience : Know how to successfully manage a project from inception to completion. Understand how to set and meet deadlines and other goals through previous project management experience
• Conflict management : You have strong problem resolution skills and have the ability to address both sides of the argument and can provide helpful solutions for everyone
• Time management : Know how to manage and organize your schedule appropriately so you can meet client and business commitments
• Communication skills : Excellent communications abilities and can address different audiences using audience-appropriate language to communicate their meaning clearly and efficiently
• Trust - Able to build trust, respect and credibility with clients quickly
• Technically savvy - Understands the fundamentals of how to implement and deliver complex back end SaaS implementations
• Leadership capabilities : Able to lead with confidence and credibility and demonstrate grace under pressure while managing many priorities
• Business acumen : Have a solid sense of business acumen to strike the balance between what’s best for the client and what’s best for GroupBy
• Boardroom presence- Able to mange a room of c- suite leaders, has gravitas, authority and has a solutions based mindset
• Work experience : You have 7+ years of experience in customer success and client service delivery

Assets

• Experience working with the e-commerce industry
• Experience with cloud based platforms / SASS
• Experience working in a technical startup environment

Why You'll Love Working Here In 2018, LinkedIn nominated us as one of the fastest growing tech companies in Toronto. In 2021 and 2022, we received a 92% employee engagement score on our annual employee satisfaction survey.

We offer a hybrid work environment. This is a true Hybrid in that people can work from anywhere as long as we get the job done.

It also means we have chosen to retain our head office in Toronto for those who wish to use them. We have many fun perks like getting your birthday off, half days before a holiday weekend, stock options, competitive salary, unlimited vacation, $500 annual educational budget to spend as you wish and many opportunities for growth and development.

We have a strict "no jerks" allowed policy. Only good humans allowed.