Director of Client Success - Hybrid

Company Description

ISAAC partners with North American fleets to provide a user-friendly solution that simplifies trucking. Focused 100% on the trucking industry, we help carriers overcome challenges, while boosting driver happiness. With proven system reliability and system integration capabilities driven by our open platform, our solution helps your drivers and back-office team work smoothly.

For more information, visit www.isaacinstruments.com.

We’re excited to grow our team of tech pioneers and build the future of the trucking industry. Don’t hesitate to reach out and learn more about working with our friendly, in-house group.

Job Description

Join our team, as the Director of Client Success, where you’ll lead efforts to drive client satisfaction, retention, and growth through exceptional relationship management and strategic oversight. You’ll guide a dedicated team to ensure clients achieve their goals while fostering a collaborative, innovative, and supportive environment, through benevolent leadership. Together, we strive to exceed client expectations and achieve sustainable growth. Let's keep the wheels turning for our clients!

Responsibilities

• Develop and execute strategies to improve client retention, including loyalty programs and personalized engagement initiatives
• Develop, monitor and analyze client health metrics to address risks and improve satisfaction
• Lead efforts to resolve escalations and strengthen client relationships with tailored solutions
• Regularly review and optimize onboarding and support processes for a seamless client experience
• Foster strong, long-term client partnerships by aligning services with their evolving objectives
• Deliver optimal client experiences through ISAAC‘s client journey
• Identify opportunities to meet clients through face-to-face interactions, digital touchpoints, and ongoing Periodic Business Reviews
• Collaborate with product and marketing teams to drive the adoption of products and services
• Educate clients on product value through webinars, training sessions, and direct communication
• Oversee contract renewals, ensuring timely completion and alignment with company objectives
• Identify and pursue upselling and cross-selling opportunities within the client base
• Develop and monitor revenue and contract renewal results, ensuring alignment with company objectives
• Conduct regular account reviews with clients to assess satisfaction, performance, and opportunities for improvement
• Train and empower the client success team to act on revenue generation and retention opportunities
• Utilize customer success platforms to monitor account health and provide actionable insights.

Qualifications

• Bachelor’s degree in business administration or a related field
• Ten years of successful management experience, leading teams to achieve goals
• Strong strategic vision combined with hands-on skills in execution, project recovery, and goal attainment
• Fluent in both French and English (Reason: Frequency of interaction, Complexity of relationships, Writing, Partners & others)
• Proficiency with the MS Office Suite
• Ability and availability to travel, mainly across North America (5-8%)
• Valid passport & driving licence.

ASSETS

• Be an active member of North American Trucking Associations
• Knowledge and complete understanding of trucking
• Salesforce and Gainsight knowledge.

Additional Information

Collaborators are at the center of ISAAC’s interests and values. This explains the numerous benefits of working at ISAAC, namely:

• varied career opportunities
• a stimulating work environment focused on innovation
• enthusiastic and collaborative teams
• competitive salaries and benefits promoting work-life balance: a complete group insurance plan, group RRSP, an EAP, flexible hours, 4 weeks of vacation, etc.
• various social activities and free snacks and coffee every day.