Director, Customer Success

Who We Are

Encircle is the leading provider of real-time documentation and productivity tools for the insurance and restoration industries. We’re transforming the way property and casualty insurance claims are handled, by connecting all parties involved in the claims process on one easy-to-use platform. Our success is driven by our strong leadership team and exceptional employees. Located in downtown Kitchener, we are looking for hard-working, motivated people to lead the way with us.

Encircle is an equal opportunity employer that does not unlawfully discriminate against any employee or applicant based on race, ancestry, place of origin, colour, ethnic origin, citizenship, religion, gender identity, gender expression, creed, sex, sexual orientation, age, record of offences, marital status, family status or disability. Encircle is committed to a fair and inclusive work environment. We will endeavour to accommodate the needs of qualified applicants in all parts of the hiring process.

Who We're Looking For

Given our business model, pay per use, our Customer Success team is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service. As such, we need a leader to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, increased usage, feature adoption, etc.)

What You'll Be Responsible For

  • Drive Customer Success Outcomes

    • Expand revenue into existing accounts by increasing product usage 
    • Continually look to grow revenue through up-sell / cross-sell opportunities
    • Drive new business growth through advocacy and reference selling
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

    Inspire Customer Success Across the Customer Journey

    • Meet financial targets while delighting our clients
    • Successfully onboarding and first touch usage inside 30 days 
    • Uncover and close cross-sell and up-sell opportunities from happy clients
    • Align with Sales on hand off of accounts to improve onboarding
    • Align with Marketing on the communication and educational needs of our clients
    • Align with Product for client needs and driving feature adoption

    Define and Optimize Customer Lifecycle

    • Develop listening points in journey (e.g., usage, satisfaction, referrals, etc.)
    • Standardize checkpoints for each milestone in the journey
    • Identify opportunities for continuous improvement
    • Leverage industry best practices

    Manage Customer Success Activities

    • Account Setup, Onboarding & Training
    • Customer Support
    • Customer Success Management
    • Cross-sell / Up-sell
    • Reduce Churn

    Measure Effectiveness of Customer Success

    • Meet revenue / usage targets / churn 
    • Define operational metrics 
    • Establish system for tracking metrics
    • Create cadence for routine one on one team review

    Lead 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
    • Align the Sales, Marketing, Support and Product to customer needs

Your Background and Experience

    • 8+ years experience in leading customer-facing sales or customer success organizations in Software/SaaS industry
    • Quota experience with ability to meet or exceed assigned revenue targets
    • Experience managing teams from 5-10 people
    • Strong empathy for customers AND passion for revenue and client success
    • Deep understanding of value drivers in recurring revenue business models
    • Demonstrated project management experience
    • Ideally combined background of post-sale and sales experience
    • Analytical and process-oriented mindset
    • Enthusiastic and creative leader with the ability to inspire others
    • Excellent communication and presentation skills
    • Experience using and customizing Salesforce and Sales Loft

Who You Will Be Reporting To?

The Director, Customer Success will report to the COO.

How to Apply

Excited to join a fast growing start-up? Then we would love to hear from you! Click the link to apply.

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We're always looking for talented, hard-working people to join the Encircle team! If you don't see your dream job, send us your resume anyways and we'll keep you in mind for future postings.