Director of Customer Success
Apply NowCompany: OnePlan Solutions
Location: Toronto, ON M4E 3Y1
Description:
Director of Customer Success
Department: Customer Success
Employment Type: Permanent - Full Time
Location: Canada (Remote)
Description
At OnePlan, we specialize in creating AI-enabled solutions that make strategic portfolio, financial, resource, and work management seamless. We help businesses bridge the gap between strategy and execution by offering solutions that boost business agility, streamline project management, and optimize resources.
What Makes us Unique?
What truly makes OnePlan stand out is our commitment to delivering powerful solutions and fostering a culture of collaboration. We combine robust analytics with a platform that integrates seamlessly into the tools businesses already know and trust. Our high-trust, team-focused environment allows us to innovate quickly and deliver solutions that drive meaningful results for our clients. We're passionate about exceeding expectations, working together to empower organizations to succeed in a rapidly changing business landscape.
Overview
The Director of Customer Success at OnePlan Solutions will lead a high-performing team of Customer Success Managers (CSMs) to deliver exceptional value to our customers. This role is pivotal in ensuring our customers achieve their desired outcomes, driving adoption, retention, and growth across our customer base. You will be a strategic partner to customers and internal teams, fostering a culture of customer-centricity.
What You'll Do at OnePlan
Team Leadership
Customer Success Strategy:
Customer Engagement
Operational Excellence
Our Ideal Fit
Bonus Points if you:
Have experience in the Portfolio and Project Management (PPM) software space.
Are familiar with tools such as Salesforce, Gainsight, or similar CRM/CS platforms.
More Reasons Why You Should Apply!
At OnePlan, we are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or veteran status. We are proud to be an equal-opportunity workplace.
Ready to Apply?
Check out what it's like to work at OnePlan and learn more about us at https://oneplan.ai/
Upon receipt of an offer letter, candidates will be subject to a standard background check process.
Disclaimer: We'll only contact candidates who have applied directly through our official channels. Any communication about job offers will always come from an email address linked to OnePlan Solutions, and we'll follow our standard hiring process every time. You'll never be asked for money or personal information during the interview process. If something feels off, don't hesitate to reach out to us to confirm.
Department: Customer Success
Employment Type: Permanent - Full Time
Location: Canada (Remote)
Description
At OnePlan, we specialize in creating AI-enabled solutions that make strategic portfolio, financial, resource, and work management seamless. We help businesses bridge the gap between strategy and execution by offering solutions that boost business agility, streamline project management, and optimize resources.
What Makes us Unique?
What truly makes OnePlan stand out is our commitment to delivering powerful solutions and fostering a culture of collaboration. We combine robust analytics with a platform that integrates seamlessly into the tools businesses already know and trust. Our high-trust, team-focused environment allows us to innovate quickly and deliver solutions that drive meaningful results for our clients. We're passionate about exceeding expectations, working together to empower organizations to succeed in a rapidly changing business landscape.
Overview
The Director of Customer Success at OnePlan Solutions will lead a high-performing team of Customer Success Managers (CSMs) to deliver exceptional value to our customers. This role is pivotal in ensuring our customers achieve their desired outcomes, driving adoption, retention, and growth across our customer base. You will be a strategic partner to customers and internal teams, fostering a culture of customer-centricity.
What You'll Do at OnePlan
Team Leadership
- Recruit, mentor, and manage a team of Customer Success Managers to ensure consistent delivery of exceptional customer experiences.
- Set clear goals and performance metrics for the team, providing regular feedback and coaching.
- Foster a collaborative and growth-oriented environment that encourages innovation and continuous improvement.
Customer Success Strategy:
- Develop and implement scalable Customer Success strategies to drive adoption, retention, and expansion of OnePlan's solutions.
- Advocate for the voice of the customer internally, influencing product roadmap and company strategy.
- Leverage customer health metrics and feedback to refine processes and improve outcomes.
Customer Engagement
- Serve as an escalation point for key accounts, ensuring issues are resolved promptly and effectively.
- Build and nurture executive relationships with strategic customers, identifying opportunities to drive additional value.
- Collaborate with Sales, Product, and Marketing teams to deliver a seamless and impactful customer journey.
Operational Excellence
- Establish best practices, playbooks, and frameworks for the Customer Success team.
- Monitor team performance against KPIs and ensure customer satisfaction, retention, and net revenue expansion goals are met.
- Drive efficient onboarding, training, and adoption programs for customers
Our Ideal Fit
- 10+ years of experience in Customer Success, Account Management, or a related role, with a minimum of 5 years in leadership.
- Proven track record of managing and developing teams to achieve ambitious goals.
- Strong understanding of SaaS business models and customer success metrics.
- Exceptional interpersonal, communication, and presentation skills.
- Strategic thinker with the ability to translate customer needs into actionable business strategies.
- Bachelor's degree in Business, Management, or a related field (MBA is a plus).
Bonus Points if you:
Have experience in the Portfolio and Project Management (PPM) software space.
Are familiar with tools such as Salesforce, Gainsight, or similar CRM/CS platforms.
More Reasons Why You Should Apply!
- We're a remote-first company with team members across the USA, Canada, UK, and India!
- OnePlan has been recognized as the Global Microsoft Partner of the Year in Project and Portfolio Management in 2019, 2020, 2021, and 2022.
- We've been named a "Strong Performer" in the latest Forrester Strategic Portfolio Management WAVE report.
- We offer comprehensive health, dental, and vision benefits, with additional insurance options.
- Employer RRSP and 401K matching programs.
- A fun, collaborative, and diverse environment with regular health and team challenges to keep things light and enjoyable!
At OnePlan, we are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or veteran status. We are proud to be an equal-opportunity workplace.
Ready to Apply?
Check out what it's like to work at OnePlan and learn more about us at https://oneplan.ai/
Upon receipt of an offer letter, candidates will be subject to a standard background check process.
Disclaimer: We'll only contact candidates who have applied directly through our official channels. Any communication about job offers will always come from an email address linked to OnePlan Solutions, and we'll follow our standard hiring process every time. You'll never be asked for money or personal information during the interview process. If something feels off, don't hesitate to reach out to us to confirm.