Director, Customer Success

Director, Customer Success

Who are we?

Maplesoft has provided mathematics-based software solutions to educators, engineers, and researchers in science, technology, engineering, and mathematics for over 25 years. Over the years, Maplesoft has developed a range of solutions for mathematics education and research, online assessment, system-level modeling and simulation, calculation management, and online STEM courseware. In order to accelerate the growth of these different product lines, Maplesoft is spinning-off its online education products into a separate corporation. The new corporation will be called DigitalEd.

DigitalEd’s portfolio will focus on digital technology for use in online education, including online courseware technology, testing and assessment, and placement testing technology. It will continue to embed Maple technology into its online offerings, offering a unique advantage to customers wishing to deploy STEM courses online.

By combining the strength of Maplesoft with the excitement and focus of a start-up, this new spinoff company is poised to make a major contribution to the future of online education!

We are looking for an enthusiastic and experienced professional to set the strategic direction for the use of our online education products. The Director of Customer Success will grow and optimize a world class global organization that ensures customer success, satisfaction and retention.

In this role, you will drive the success of our customers and their long term satisfaction with our products. You are passionate about the customer experience and proactive in ensuring customer satisfaction and loyalty. You will develop and maintain trusted advisor relationships with our customers that build on our reputation as a customer focused organization.

As a senior leader within the organization, you will effectively lead, coach and mentor a cross functional Customer Success team to handle all first- and second- line customer issues. You will develop a successful post sales outreach function to ensure clients are using our products to their full potential. You will measure the effectiveness of the Customer Success function by developing and tracking operational metrics and through continual feedback and review with the team.

In this role, you will work closely with Sales, Development Operations and Product Management teams to ensure a streamlined and positive experience for our customers and the timely and effective exchange of information within the organization. As a proactive and passionate leader, you will work to inspire a companywide culture of customer success, putting our customers at the heart of all we do.

 

Who are you?

You have a reputation for providing top class customer service and an exceptional ability to develop and maintain relationships with a wide range of personalities. You have strong communication skills and love working within the intersection of development, product management and sales.

You are a strong leader and a team player with an entrepreneurial spirit. You thrive in a fast paced environment and are equipped with strong time and project management skills.

You bring experience leading customer-facing organizations, customer success and/or sales experience in a SaaS environment and a post-secondary degree (or equivalent background) in a math, science or engineering field. You should have familiarity using CRM software such as Salesforce. If you have experience working in the education industry we would consider it a strong asset.

 

Working at DigitalEd

DigitalEd offers a fast paced, collaborative culture and the opportunity to shape the future of online education. We are committed to providing every employee with professional growth opportunities, a supportive work environment, and excellent compensation and benefits. Our Waterloo, Ontario office provides a corporate concierge service and access to a fully equipped fitness facility.