Customer Success Director

This new role is a fully remote position and the successful individual could be based anywhere in the world. Overseeing our Wishpond Customer Success and Customer Support Teams, this position will work closely with all teams to ensure the success of our Partners. Together with all Teams, the Partner Success Director is responsible for the continued success of Wishpond Technologies Ltd.

RESPONSIBILITIES

• Work closely with the Executive Leadership Team, ensuring alignment with corporate goals and objectives.

• Lead the development and implementation of strategies to improve overall partner operational effectiveness and success.

• Drive partner value and retention by deploying programs and solutions to help drive business value.

• Collaborate across business lines to identify and pursue partner growth opportunities.

• Influence internal stakeholders by promoting a partner-centric mindset across the organization.

• Provide strong leadership, promote collaboration, show integrity, and foster transparency to create a positive and open culture.

• Manage complex projects, effectively balancing both business and client needs.

• Ensure the development and implementation of award-winning products and services.

Develop and manage budgets, monitoring expenditures closely

• Conduct partner, brand and product research initiatives.

• Recruit, mentor, and empower Team Members, developing and implementing training programs to ensure operational excellence.

• Work cross-functionally to increase the value we deliver to our partners and improve retention across the client lifecycle.

• Work with partners to better understand their business needs and goals, ensuring Wishpond products and services are part of their plan.

• Cultivate lasting relationships to grow Team Member and client loyalty.

• Communicate new initiatives, following up to ensure processes are upheld and consistent.

• Other duties as assigned.

QUALIFICATIONS

• A minimum of 5-7 years experience, preferably within a SaaS-oriented marketing operation or marketing agency.

• A degree or diploma that contributes to the organization is considered an asset.

• Strong recruitment, training, leadership, and negotiation skills.

• In-depth knowledge of marketing strategies and best practices.

• Experience in sales is considered an asset.

• Capacity to manage global teams and complex projects seamlessly.

• Must be detail-oriented and creative and have a passion for helping partners and Team Members achieve their goals.

• Self-motivated with the ability to establish and maintain solid relationships through a client-first mentality. 

• As part of a diverse team, ability to work both independently and collaboratively.

• Must be technical, analytical, results-driven and have the ability to multi-task in a fast-paced environment.

• Organized, administratively strong, and have solid writing, phone, and general communication skills.

• Fluent in English (spoken and written). Knowledge of a second language is considered an asset.

• Willing to participate in ongoing education and training for the role.