Director, Client Success

WHO WE ARE

At ZayZoon, we are on a mission to save ten million hardworking employees ten billion dollars.
We've created a financial empowerment platform that helps businesses of all sizes make a big impact on employee financial wellness.

We offer a variety of financial wellness services like earned wage access, that allows employees to access their earned wages ahead of payday.
With 74% of ZayZoon customers reporting reduced financial stress, we know our solutions help lead to happier and more productive employees.

We are fully remote across Canada & the US.
ZayZoon was also recognized for its growth in the 2023 Deloitte Technology Fast 500 and top-10 growth companies in Canada by CIX awards.
Further, our recent funding extension has raised our Series B funding round to nearly $50 million USD.

ABOUT THE ROLE

As the Director of Client Success at ZayZoon, you will lead and manage the Account Management and Onboarding team.
Your primary focus will be ensuring the seamless implementation, adoption, and ongoing support of our solutions for clients.
In this pivotal role, you will drive growth, enhance team performance, and develop strategies to increase revenue and uncover new business opportunities within our client base.

• Lead and manage the Client Success & Onboarding teams, ensuring seamless implementation, adoption, and ongoing support.
• Collaborate with the VP, Sales and Success to develop strategies for onboarding partners and clients, driving revenue growth, and expanding business opportunities.
• Optimize team workflows and processes to enhance efficiency and effectiveness.
• Set and monitor key performance metrics, ensuring teams meet and exceed goals and objectives.
• Foster strong relationships with partners and clients, acting as a trusted advisor and driving customer success.
• Work closely with cross-functional teams, including revenue operations, sales, marketing, and product, to deliver exceptional support and account management.
• Continuously evaluate team structure and resource allocation, making recommendations for growth and scalability.
• Stay updated on industry trends, best practices, and competition to drive continuous improvement.
• Utilize CRM systems to monitor team activities, track progress, and generate actionable insights.
• Oversee a diverse and high-performing team ensuring that role clarity, expectations and feedback happen on a continuous basis that fosters development.
• Provide training and mentorship to team members, fostering a culture of continuous learning and development.
• Manage and resolve escalations and communicate trends and patterns with other GT teams to ensure we're proactively creating solutions for our partners and clients.

TO BE SUCCESSFUL IN THIS ROLE, YOU NEED TO BE SOMEONE WHO

• Possesses strong problem-solving skills and can navigate complex challenges effectively.
• Has excellent interpersonal skills for building and nurturing relationships internally and externally.
• Exhibits strong leadership capabilities to inspire and motivate teams towards achieving goals.
• Demonstrates strategic thinking and the ability to identify and capitalize on business opportunities.
• Exhibits a proactive and self-driven mindset, with the ability to take initiative and make decisions.
• Possesses a strong analytical and data-driven mindset for leveraging insights to drive improvements.
• Is a continuous learner with a curiosity to stay updated on industry trends and best practices.
• Has strong people leadership skills to coach and develop team members.
• Demonstrates accountability and adaptability to business needs, driving outcomes to contribute to overall company goals.

WHAT YOU BRING TO THE TABLE

• 7+ years of experience leading an Account Management or Customer Success team within a startup or scale-up environment.
• Proven success in driving customer satisfaction, retention, and revenue growth.
• A strategic mindset with the ability to develop and execute plans to achieve business objectives.
• Strong problem-solving capabilities and the ability to think critically to overcome obstacles.
• Excellent leadership and people management skills to inspire and motivate teams.
• Effective communication skills to build relationships and influence stakeholders.

WHAT YOU CAN EXPECT FROM US

Every application will be reviewed by our team - we're committed to giving each application the attention it deserves because we know how important this step is for you.
We want to make sure you're always in the loop and will respond to every application.

So go ahead and hit that apply button with confidence, knowing that we're here for you every step of the way! We can't wait to hear from you.

#LI-REMOTE