Head of Customer Success

Vancouver, BC
We're looking for a Head of Customer Success to help us drive Customer Success as a company culture, define and optimize the customer lifecycle, and lead and inspire a world-class team.

The ideal candidate has previously created the vision for Customer Success and established Success as integral part of an organization's culture. Customer Success is our company mission, not just a department.

A little about us:
ZenHub is the leading team collaboration and project management suite built into GitHub and GitHub Enterprise. At ZenHub, every team member is charged with getting to know customers deeply, learning how to solve their toughest problems, and turning them into evangelists.

Our customers are smart cookies: some of the best teams at companies like Imgur, NASA, Microsoft, IBM, Comcast & SAP use ZenHub to stay in the zone. Ideal team members are technical enough to get their hands dirty and product-focused enough to help translate customer requests into product features..
What we’ll accomplish together:
  • Guide Customer Success as part of the company’s Leadership team.
  • Drive Customer Success outcomes to increase renewal rates, reduce churn and drive expansion through user adoption.
  • Define and optimize the customer lifecycle including mapping the customer journey against our current Success efforts and identifying challenges and areas for improvement.
  • Manage the effectiveness of Customer Success by defining key metrics, customer training, identifying advocates within accounts and content creation.
A little about you:
  • You have 5+ years experience working with Enterprise customers in a Success capacity as the Lead of the account/s or team.
  • You are willing to get your hands dirty and do the work whilst continuing to grow our awesome team.
  • You are ready, willing and able to experiment and test actions to drive results in order to increase product adoption and customer satisfaction.
  • You are capable of applying your skills across a variety of use cases; inflexible specialists need not apply.
  • We believe in processes and the power of planning, but you will often have to roll with the punches and prioritize the most impactful tasks on the fly.
More about ZenHub:

At ZenHub we recruit the best and foster an environment that enables our team. That means a workplace that is diverse, inclusive, and open-minded. We welcome applicants of all backgrounds, regardless of race, colour, religion, sexual orientation, gender identity, national origin, or disability.   

We offer compensation commensurate with the high level of talent we seek, extensive benefits, and flexible time off policy.