VP, Customer Success


Posted 2 months ago
Location: Toronto or Remote
Employment Type: Full Time
About HiMama and Our Mission:

HiMama is improving learning outcomes for children aged zero to five. We are a social purpose business and certified B Corporation that connects families with the early childhood professionals who serve them. Our goal is to empower early childhood educators with affordable tools that enable them to improve developmental outcomes for the children they work with, while educating parents about the importance of their work. If you are excited about being part of a high-growth tech company focused on making a difference in a highly impactful industry, HiMama is the place for you!

The Vice President, Customer Success role:
The Customer Success (CS) team at HiMama leads the end-to-end experience for our customers, from onboarding and activation, to ongoing adoption, success and support. The team is currently made up of 20+ team members passionate about providing our customers with a best-in-class customer experience, enabling them to get the most of HiMama’s platform and our various products that enable the work of child care center owners and directors, and early childhood educators. 

We are looking for a Vice President to lead our Customer Success team who is experienced in managing thousands to tens of thousands of customers, and the unique challenges presented by providing a best-in-class experience to this large customer base. . You will set the strategy with input from other senior stakeholders, and develop an operational execution plan to drive product activation and adoption, create ongoing value for customers, and ultimately positive retention outcomes. You will build on our foundation of offering friendly and  productive customer experiences by ensuring all HiMama customers get the most out of our products. 

You enjoy being in fast-paced teams where challenges are abundant and you are able to adapt quickly to change in this type of environment. You thrive when working collaboratively with other teams and leaders, including Sales, Marketing, and Product & Engineering, all with a relentless focus on driving the best possible outcomes for customers. 

What you'll be doing:

  • Serve as the day-to-day leader for all of the customer-related functions at HiMama including Onboarding, Support, and Customer Success Management
  • Work closely with the CEO, CFO, CTO and other senior leaders to ensure a strong focus on product adoption and retention to ensure customers are extracting maximum value from HiMama’s products
  • Drive rigorous execution and oversight of all Customer Success activities at HiMama to maximize the likelihood that objectives will be met
  • Deliver and support initiatives related to product-led growth, including customer activation and adoption of product features
  • Ensure HiMama’s customer and business objectives are met on a monthly, quarterly, and annual basis
  • Recruit, train, and manage a team of high-performing Customer Success leaders and team members that operate at multiple levels of seniority
  • Coach and mentor members of the Customer Success team on an ongoing basis and inspire the team to meet or beat established targets
  • Serve as a thought leader to the organization on best practices around customer experience and act as an internal customer advocate
  • Identify opportunities for process improvement to minimize customer issues and ensure strong support
  • Closely partner with other functions at the company including marketing, sales, finance, and product & engineering to ensure HiMama’s objectives are met

What you bring to the team:

  • 8+ years in Customer Success roles including a focus on product adoption and net retention in a B2B SaaS environment
  • 5+ years leading customer teams in a senior management role (including managing leaders) that consistently met or exceeded company targets
  • Experience leading Customer Success teams that support SMB customers, ideally in an organization that has scaled to $50-100M ARR
  • Understanding of how to drive positive customer and business outcomes in a product-led growth SaaS environment
  • Specific experience creating and successfully executing on customer retention playbooks in a Customer Success team supporting thousands of customers
  • Strong track record of successfully recruiting, training, and managing a diverse, high-performing team of managers and team members
  • “Lead from the front” mentality with the ability to be a player-coach when needed, and  also able to prioritize and delegate work as needed
  • Demonstrated experience successfully managing remote teams
  • Flexibility and ability to adjust on the fly to changing market conditions or new demands; possesses a sense of urgency and bias for action
  • Exceptional verbal and written communication and presentation skills
Don’t have all the requirements but convinced you’ll be able to make an impact? We’d love to hear from you!   

HiMama Perks!
• Flexible working arrangements, with the option to work from our vibrant downtown Toronto office or work remotely
• Health benefits package includes medical, dental and vision
• Paid time off, including vacation, personal days, paid sick days, and paid volunteer days
• Opportunities for learning, mentorship and professional development
• Ongoing team-wide and company-wide virtual social activities and success celebrations 

HiMama is committed to inclusiveness, equity and accessibility. If you require accommodations at any step of the application or interview process, please indicate so under the "Accommodations Question" box on your application. Accommodations may include but are not limited to: alternative methods of communication, providing a detailed “what to expect”, or modified testing. Please note this list is not exhaustive and we are more than happy to discuss other accommodations as required. If you have questions about HiMama's accommodation process, connect with us at [email protected]

Commitment to Diversity
Diversity, Inclusion and Belonging are central to HiMama's core values. HiMama aims to ensure we provide a safe environment for everyone to thrive while bringing their authentic selves to work. Our mission is to promote an inclusive work space for all employees through Education, Discussion, and Celebration of our differences. Embracing these differences while coming together with a common purpose is what makes our team extra special. Our focus on inclusion and belonging is activated in the day-to-day culture at HiMama through our Diversity, Inclusion and Belonging (DIBS) committee, our bi-weekly DIBS discussions, DIBS Slack community, D&I training and education, volunteer days, donation matching, and more.

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