Director of Customer Success

Job Description: 

Director of Customer Success

EZFacility

REMOTE USA

COMPANY

At EZFacility, we're shaking up the sports, health, and fitness game with next-gen tech. Since 2003, our SaaS solutions have powered thousands of businesses, helping them grow by streamlining operations so they can focus on what matters— their customers. A division of Jonas Software, we offer flexible remote and hybrid work options from our HQ in Woodbury, NY, our UK office in Chertsey, Surrey, and across the US and Canada.

WHAT YOU’LL DO

As Director of Customer Success, you’ll own the retention and growth of EZFacility’s existing book of business. Leading a team of Account Managers and Product Trainers, you’ll set strategies for each stage of the client lifecycle—from onboarding to renewal, product adoption to expansion. Reporting to the President, the ideal candidate has a drive for results, impeccable communications skills, a passion for helping clients and inspiring direct reports, and an analytic approach to continuous improvement.  

• Set and execute a strategy to retain, nurture, and grow our client accounts.
• Hire, lead, coach, and manage our customer success team to meet and exceed their financial, performance, and personal development goals.
• Personally own expansion and renewals for higher-tiered customer accounts.
• Develop and deliver account management reporting to leadership (attrition, budget, forecast, opportunity pipeline, results, performance, risk, and growth).
• Establish activity metrics and goals, and measure individual and team performance to ensure achievement of goals.
• Develop and implement account management best-practices for successful onboarding, retention, and growth of customers.
• Establish strategies to optimize client onboarding and expand product adoption, including overseeing the production of training resources and curriculum.
• Support sales in solution design, onboarding, and transition of new accounts into account management team.
• Create a fun, exciting, high-service and results-oriented culture across the team.
• Serve as the ultimate escalation point to both your book of business and the team’s issues/concerns.
• Educate and coach customers on best practices for using EZFacility’s software.
• Recognize and share trends in the market and be fully knowledgeable of competitive activities to regularly communicate information to the sales and management team.
• Ensure 100% account retention – no cancellations.

WHO YOU ARE
You care about helping small business owners reach their dreams. You sweat the details of their issues and truly care about the customer experience. In fact, you do whatever’s needed to help our customers succeed. You’re a terrific listener, a diplomatic negotiator, and a discerning communicator. You see what needs to be done and you're motivated to do it without direction, at the same time looking for opportunities to share ideas and pitch in on others’ projects. You take customer feedback as a challenge to get it right, and you get joy from building a product that customers love.

• At least 4-6 years of account/client management experience, with 3+ years of experience managing a team.
• Experience with consistently exceeding renewal and expansion quota.
• Experience establishing, managing, and maintaining strong customer relationships and handling sensitive customer issues.
• Proactive, can-do attitude, with great follow-through and resourcefulness along with extreme attention to detail.
• Experience in SaaS solutions is a nice-to-have.
• Knowledge of Salesforce is an asset.

HOW YOU’LL DO IT

• Excellent organizational, analytical, and problem-solving skills.
• Team player with solid communication and presentation skills.

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More About Jonas Software:

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals.  Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa.  Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.