VP, Client Success & Support: Growth & Retention

d1g1t Inc.; Toronto; Hybrid; CAD 180,000 - 240,000; Full time

Benefits offered by this job

Bonus program

Healthcare benefits

Hybrid work

Education allowance

Wellness credit

Employee assistance

Job summary

d1g1t Inc. is seeking a seasoned VP of Client Success and Support to lead the company’s post-implementation client experience and drive retention and growth.

You will shape strategy, oversee 24/7 client support, customer advocacy, training, renewals and playbooks to scale a best-in-class customer success organization. Responsibilities include defining success metrics, coordinating with internal teams, and delivering outcomes that maximize retention and upsell opportunities while building a

Qualifications

• Degree in business, technology, or related field preferred.
• Minimum ten years experience in client success and support leadership role.
• Strong track record of driving retention, satisfaction and growth in a high growth SaaS environment.

Responsibilities

• Develop and execute strategy for Customer Success and Client Support.
• Define and measure success metrics including retention, expansion, and client satisfaction.
• Oversee 24/7 client support, learning and advocacy programs, and renewals.
• Lead and scale teams across Customer Success, Support, and Account Management.
• Build scalable client support models and playbooks for different customer segments.

Skills

Leadership

SaaS

Data analytics

Customer retention

Strategic planning

Cross-functional collaboration

Communication

Growth mindset

Education

Business/Technology degree

Job description

d1g1t Inc. is seeking a seasoned VP of Client Success and Support to lead the company’s post-implementation client experience and drive retention and growth.

You will shape strategy, oversee 24/7 client support, customer advocacy, training, renewals and playbooks to scale a best-in-class customer success organization. Responsibilities include defining success metrics, coordinating with internal teams, and delivering outcomes that maximize retention and upsell opportunities while building a