Job Posting

Head of Customer Success

Who We Are:

MyAbilities is an early stage technology company focused on preventing and resolving workplace injuries. We leverage Artificial Intelligence (AI) and advanced ergonomic analytics to proactively identify and mitigate risk for all types of employers and their employees. When injuries occur, we deliver improved outcomes bridging the communication gaps between employers, payers and healthcare providers to align injured workers with patient-centric care to speed recovery and ensure effective return to the workplace.

The Role: Sales – Head of Customer Success

MyAbilities is looking for a Head of Customer Success to join our team. As a key member of our executive team, you will be responsible for establishing the foundations of our Customer Success organization – you will understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding, growth and retention strategies as well as feed into the product road map.
This position offers a base salary, bonus and equity.

To be an effective team member, you will:

  • Establish the foundational processes for the Customer Success team
    • Onboarding
    • Education and training
    • Professional services
    • Customer support
    • Renewals
    • Cross-sell / up-sell
    • Advocacy
  • Define the key metrics and management system for the Customer Success team
    • Define operational metrics for team
    • Establish system for tracking metrics
    • Create cadence for review within team
    • Expose subset of metrics to executive team, company and board
  • Drive customer success outcomes
    • Ensure customer adoption
    • Increase renewal rates and reduce churn
    • Expand our revenue in accounts through cross-sell and up-sell
    • Influence future lifetime value through higher product adoption, customer satisfaction and NPS and overall health scores
    • Drive new business growth through greater advocacy and reference-ability
  • Lead and grow a world-class customer success team
    • Attract high potential individual contributors into team
    • Create rapid onboarding process for new team members
    • Foster collaboration within team and across customer lifecycle
    • Encourage continuous learning within team
  • Inspire a fanatical commitment to customer success across our company
    • Create company-wide culture of Customer Success
    • Align with Marketing around marketing to existing clients
    • Align with Product around driving product roadmap
    • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
    • Align with Finance around measurement and forecasting
    • Align with Executive Team around key metrics and objectives
    • Drive company-wide definition of ideal customer
    • Create company-wide customer feedback loop

We’re Looking for People Who Have:

  • 10+ years’ experience in customer success/support in the healthcare or insurance market with a software/technology provider
  • 3+ years in leading a customer facing team
  • Background with both sales and post-sales experience
  • Track record of achieving/exceeding targets
  • Strong empathy for customers
  • Deep understanding of value drivers in recurring revenue business models
  • Experience with value selling of new and disruptive solutions
  • Proven leader and motivator – entrepreneurial, unafraid to roll-up sleeves, get it done and “lead from the front”
  • Strong coaching skills and inspirational leader – able to effectively manage performance and celebrate successes
  • Strong interpersonal, and communication (written, verbal) skills
  • Analytical and process-oriented mindset

What Else:

  • You are excited about working at an early stage technology company
  • You are comfortable in fast-paced environments
  • You have a passion for driving transformative change
  • You can see the bigger picture and want to contribute ideas to improve, do better, move faster
  • You are a problem solver .. for your company, and for your clients
  • You care about accountability and have a bias to execution
  • You place a high value on learning, and growth; you seek feedback
  • You care about culture, values and climate; you value diversity

How to Apply:

Please send your resume to hr@myabilities.com

We appreciate applicant interest in this position, however, due to the volume of submissions, the MyAbilities Human Resources team will only contact candidates selected for an interview. Compensation will be appropriate to level of experience and knowledge.

MyAbilities Technologies Inc., is an equal opportunity employer and is committed to ensuring an accessible and inclusive work environment. We are committed to meeting the needs of all applicants in a timely manner and will do so by meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act and the Human Rights Code. If you require accommodations to fully participate in the recruitment and selection process, please contact MyAbilities Human Resources to make an accommodation request. Any information received relating to accommodations will be treated as confidential.