d1g1t

VP, Client Success and Support

d1g1t

full-time

Posted on:

Location Type: Hybrid

Location: Toronto • Canada

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Salary

💰 CA$165,000 - CA$185,000 per year

Job Level

Lead

About the role

  • Develop and execute the strategy and roadmap for Customer Success and Client Support aligned with company growth objectives.
  • Define and measure success metrics including retention, expansion, and client satisfaction.
  • Act as the voice of the customer within the organization.
  • Oversee d1g1t’s client support operations, including 24/7 availability, responsiveness, and service excellence.
  • Define and optimize support processes, escalation protocols, and service-level agreements.
  • Introduce and manage tools and automation to enhance customer experience and operational efficiency.
  • Use data and analytics to identify trends and continually improve client support.
  • Provide leadership to drive client adoption, positive business outcomes and account growth.
  • Implement playbooks, lifecycle management plans to ensure consistent client outcomes.
  • Design scalable client support models to support profitable growth and to support different customer segments.
  • Oversee strategy and execution for customer education and advocacy, with strong referenceable customers.
  • Manage steady renewal rates and reduce down sell & churn.
  • Identify up sell opportunities.
  • Build, mentor, and scale high-performing teams across Customer Success, Support, and Account Management.
  • Foster strong client focused culture.
  • Support continuous learning and development within team.

Requirements

  • Degree in business, technology, or related field preferred, with a passion working in a high growth tech environment.
  • Minimum of ten years experience in client success and support leadership role.
  • Demonstrated success in managing Client Support and Customer Success teams.
  • Strong track record of driving customer retention, satisfaction and growth in a high growth SaaS environment.
  • Strong operational and analytical background.
  • Adept at interpreting and leveraging data insights.
  • Ability to understand business objectives and align d1g1t accordingly
  • Ability to communicate and partner effectively across internal teams and with external stakeholders
  • Results focused with ability to drive both activity and outcome metrics
  • Enthusiastic and client focused leader with strong communication skills.
Benefits
  • Competitive compensation package with bonus and comprehensive healthcare benefits
  • Employee and Family Assistance Program
  • Fitness and Wellness Credit
  • Continuing Education Allowance
  • Hybrid work environment and flexible hours
  • Mac or Windows: choose what suits you
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analyticscustomer success strategyclient support operationsservice-level agreementsprocess optimizationlifecycle managementclient adoptionup sell opportunitiesretention metricsSaaS environment
Soft Skills
leadershipcommunicationclient focusedmentoringteam buildingoperational excellenceanalytical thinkingresults orientedcollaborationcustomer advocacy