VP, Customer Success

BlueCat provides a suite of solutions that help network, security, applications, and cloud and DevOps teams optimize the IP environment for outcomes that drive your business forward.

At BlueCat, we take immense pride in our award-winning culture, an integral part of our identity. We are proud recipients of several prestigious accolades, including the "Great Place to Work" certification. By becoming a part of our team, you not only join a company at the forefront of technology but also become an integral member of Canada's top workplaces in various categories, including Technology, Today's Youth and Women, and Mental Health and Inclusion.

As the Vice President, Customer Success, you will lead and mentor the Customer Success team, ensuring customers realize maximum value from our products and services. This role requires a strategic thinker with strong leadership skills, excellent communication abilities, and a deep understanding of customer experience and relationship management. This is a dynamic position, and you must be comfortable with frequent multi-tasking between management, technical, business, strategic, marketing, and planning activities. You will be expected to drive results that tie back to strategic business goals for your accounts, your team’s goals as well as BlueCat.

In this role, a key element is ensuring the highest levels of Customer Engagement by building and supporting the team. 

 Every day will bring new and exciting challenges. You will:

· Lead, mentor, and grow a high-performing customer success team. Foster a culture of accountability, collaboration, and customer-centricity across departments

· Manage and motivate a dedicated customer success team, lead and drive transformation, growth and optimization strategies for the customers and become a trusted advisor through consulting our customers to recognize the strategic value of their investment.

· Proactively monitor customer health metrics to drive engagement, ensure renewals, and uncover upsell/cross-sell opportunities.

· Define and track critical customer success metrics, including customer satisfaction, retention rates, and customer lifetime value. Regularly report performance to the executive team and identify areas for improvement

· Direct strategic activities that drive customer success outcomes: increase renewal rates and reduce churn, influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores.

· Drive internal alignment and collaboration with other teams across BlueCat to enable an enhanced customer experience, operating as an escalation point for customer issue resolution, when necessary liaising as required as an advocate for key customers.

· Foster a positive team culture that motivates and generates enthusiasm to ensure high morale in the Customer Success team by building a strong and highly productive team comprised of staff to drive high performance and efficiencies and a work environment that combines learning, achievement, recognition and a team spirit.

· Lead innovation by defining & implementing engagement methodologies and best practices in the continuous pursuit of operational excellence and process enhancement. Create and curate customer success assets including best practices, product literature, implementation guides, case studies and video testimonials.

What will you bring to the team?

· You will have 10+ years of experience in customer success, account management, or a related field, with at least 5 years in a leadership role

· Your skills will include:

Leadership: Proven track record of building and leading a successful customer success team in a fast-paced environment

Communication: Excellent communication and presentation skills with the ability to engage and influence stakeholders at all levels

Collaboration: Ability to demonstrate cross functional engagement and success to achieve joint results

Analytical Skills: Strong analytical skills with experience using customer data and metrics to inform decision-making 

Customer Focus: Passion for customer success and a strong commitment to delivering exceptional service

Technology Proficiency: Experience with customer success software (e.g., Totango, Salesforce, Jira) and other relevant tools

· You have experience in leading client relationships in software as a service or technology environments with strong customer service orientation and experience in dealing with C-level executives.

· You have an insatiable thirst for knowledge and improvement and the desire to grow in your role and with the company.

· You are technically savvy and have an aptitude to learn technical details and environments.

· You have a passion for constant improvement - always looking to do things better (both personally, as part of a team and for the company).

· You are capable of prioritizing and allocating resources to / focus efficiently on multiple projects

If you share our enthusiasm for the future of our company and are eager to contribute to our vibrant workplace, we look forward to receiving your application! Our comprehensive benefits encompass your health, financial well-being, and overall wellness, and we are committed to providing an exceptional work environment, enriching employee programs, and fostering a remarkable company culture. At our core, we champion values such as transparency, curiosity, respect, and above all, the pursuit of enjoyment.

In addition, we offer a range of appealing perks, including:

A Professional Development Budget

Dedicated Wellness Days and Wellness Week

A Lifestyle Spending Account

An Employee Recognition Program

Join us in shaping the future of our organization, where your talent and dedication can truly thrive. We invite you to apply and become a valuable member of our team!

BlueCat is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. BlueCat will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.