Job Type: Full Time - Permanent
Hours: Mon-Fri, 40 hours/week
This opportunity has the flexibility to work remotely anywhere in Canada.
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All our roles are currently remote. Office equipment supplied!
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Comprehensive benefits package. We want our employees to stay healthy!
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Home Improvement Credit: All employees receive a yearly credit to use toward a service from HomeStars
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Wellness activities to support your mental and physical health and Employee and Family Assistance Program
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December Closure: Our whole team takes a break in the last week of December, every year
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Personal Days: 5 extra days off per year, on top of vacation and sick days
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Beautiful brick & beam office in the heart of Toronto’s entertainment district, including a rec room with lounge, ping pong, darts, and foosball
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As a Manager, Customer Success, you will train and coach a team of Customer Success professionals, achieve customer retention and revenue growth targets, and drive a culture of winning - motivate and inspire team members to strive for excellence.
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Hire, onboard, develop and mentor Customer Success Managers focused on improving the customer experience.
- Responsible for setting and executing goals in both Net Revenue Retention and Expansion Revenue.
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Ensure that the team improves individual and team KPIs that line up with both company and departmental goals.
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Provide hands-on leadership, mentoring, and prescriptive guidance to your team.
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Provide ongoing customer feedback and competitive intelligence to product, marketing & leadership.
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Foster a culture that develops and retains CS team members and positions them for future career growth.
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Maintain knowledge of competitive products to effectively address and dispel objections.
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Collaborate closely with the Sales leaders to ensure the successful onboarding of new clients, identify opportunities for expansion and optimize the renewal process.
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Partner with Sales Management to formulate and implement both tactical and strategic CS initiatives.
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Assist in increasing end-user adoption and consumption of HomeStars products.
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Actively participate in customer escalations and support calls with team members.
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Implement new processes and help determine best practices for this rapidly growing team.
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Deliver high customer satisfaction, customer loyalty, and trust while continuously improving the customer experience
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Post-Secondary Degree/Diploma.
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Prior experience in Sales, Customer Success & Customer Onboarding (Preferred)Minimum of 2+ years of leadership experience.
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Proven ability to build relationships and influence individuals at all levels of the organization.
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High Emotional Intelligence (EQ), demonstrated through your self-awareness, self-management, social awareness, and decision-making skills.
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Ability to thrive in ambiguous situations. Resourcefulness in tackling problems with limited direction/guidance.
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Demonstrated ability to build strategy and execute by planning, organizing, and directing multiple projects and activities with varied deadlines.
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A naturally inquisitive approach to your work – a willingness to ask why, challenge the status quo, and see projects and initiatives through to completion.
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Experience with Google Suite, Salesforce, and Excel.
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Ability to operate and thrive in a fast-paced and dynamic environment.
About HomeStars
HomeStars is Canada’s leading platform connecting homeowners with qualified service professionals for their home improvement needs. Every month, over half a million homeowners visit HomeStars to research and select the best-rated professionals nearby. Check out homestars.com to learn more!
HomeStars Core Values
Our Core Values are woven into everything we do. They guide how we behave, how we act, and what we will aspire to be. They underpin the culture of HomeStars and act as drivers for impact, personal growth, and collective performance.
Customer Obsessed: When our customers thrive, we thrive. We put their needs first.
Think Big: We think without limits. We believe in the possible.
Embrace Candor: We speak up, listen and challenge respectfully.
Act Like an Owner: We’re invested, we own our outcomes.
Bias for Action: We take action to accelerate our success. Speed matters.
We’re Stronger Together: Our differences empower us, and our will to win unites us.
HomeStars has recently been recognized as:
Great Place to Work® Certified™
Best Places to Work in Technology 2023
Best Workplaces™ in Canada 2023 100-999 Employees
Best Workplace™ with Most Trusted Executive Teams 2023
Best Workplaces™ Managed by Women 2023
Best Workplaces in Technology 2022
Best Workplaces for Hybrid Work, Canada 2022
We are an equal opportunity employer and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
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