ജോലി വിവരണം

About Veritree

Veritree is a Vancouver-based climate technology firm established in 2021. Our platform quantifies and verifies the success of ecological restoration efforts from the ground level, enhancing trust in global restoration initiatives and facilitating nature-related investments. Our goal is to integrate nature into 100,000 companies and plant a billion verified trees by 2030.

Role Overview

We are transitioning from a founder-led sales approach to a consistent revenue-driven operation. The Customer Success team has rapidly expanded, now responsible for ensuring customer retention and growth.

The Director of Customer Success leads post-sale engagement, overseeing customer lifecycles from implementation through renewals and growth opportunities. You will manage a team of six customer success professionals, be accountable for retention and upsell goals, and collaborate across multiple functions including Sales, Marketing, Product, Operations, and Finance to meet customer needs and company objectives.

Key Responsibilities

Drive gross and net revenue retention, aiming for over 100% net revenue retention biannually and safeguarding significant existing-customer revenue.
Lead upselling, cross-selling, and account renewals, identifying expansion possibilities such as new project sites, additional offerings, and platform features in partnership with Sales.
Oversee renewal processes end-to-end, supporting the Customer Success team in contract negotiations and pricing adjustments.
Develop and maintain customer segmentation and account health scoring models to prioritize efforts, identify risks, and highlight growth opportunities.
Recruit, onboard, and coach Customer Success Managers to promote career development and align with strategic goals.
Design and implement variable compensation frameworks and manage commission processes in collaboration with HR and Finance.
Establish team meetings and communication rhythms optimized for updates, knowledge sharing, and coaching.
Create and manage a knowledge base and enablement tools, emphasizing the use of AI and automation for scaling efficiency.
Maintain strong relationships with key enterprise clients, participate in strategic business and impact reviews, and support customer site visits.
Handle escalations related to at-risk customers, churn indicators, and service level agreements, involving executive leadership as appropriate.
Manage the Customer Success CRM pipeline and dashboards, collaborate with Revenue Operations to ensure data accuracy and reporting.
Standardize Customer Success playbooks for onboarding, reviews, escalation, and high-growth initiatives, including documentation templates.
Enhance operational efficiencies internally and cross-functionally to support scalability.
Generate quarterly reports summarizing customer insights, delivered outcomes, and planned improvements to share across departments.
Act as the voice of the customer, influencing Product development, Marketing initiatives, Operations timing, and Sales handoffs.

Qualifications

Minimum 10 years experience in Customer Success, account management or related B2B client-facing roles, with at least 5 years in leadership positions.
Proven ability to manage and exceed retention and revenue expansion targets, with expertise in segmentation and performance metrics.
Experience managing senior-level stakeholder relationships at enterprise scale with professional and persuasive communication in various formats.
Strong commercial acumen, comfortable negotiating renewals, pricing, and expansion strategies.
Advanced proficiency with CRM systems (preferably HubSpot), AI, and Customer Success tools, capable of building dashboards and processes from scratch. SaaS industry experience is an advantage.
Ability to succeed in a fast-paced, evolving environment, handling ambiguity with effective prioritization and process creation.
Located in or able to work core hours in the Pacific Time Zone, including travel to client sites and company office as required.

Personal Attributes

Deeply motivated by environmental restoration and impact verification missions.
Exceptional relationship management skills, balancing customer advocacy and business objectives.
Strong leadership presence, providing clear feedback and fostering professional growth within the team.
Detail-oriented and data-driven, applying well-informed judgment in decisions.
Effective, calm communicator with a modern technological mindset.

Compensation and Benefits

Competitive annual salary between 150000 and 200000 CAD, coupled with a 30-35% performance bonus.
Comprehensive health, dental, and vision insurance coverage.
Health and Lifestyle Spending Accounts to support personal well-being.
Diverse time-off options including vacation, personal days, and an annual four-week remote work program.
Employee discount at tentree, an affiliated company.
Flexible hybrid working environment focused on collaboration and productivity.

Equal Opportunity

Veritree is committed to fostering a diverse workforce and makes employment decisions based solely on qualifications, merit, and business needs.

Director, Customer Success