Company Description
At Ultimate Tech, we support, the print industry community that we love, bringing our unique and proven capability to centralize and simplify - with unmatched performance and flexibility - the automation of print equipment and all print production workflows.
Role Description
Reporting to the President and CEO and a member of the executive team, the Head of Customer Success is accountable for the value customers derive from Ultimate Tech's software automation solutions throughout their lifecycle, from onboarding to renewal. They own the entire post-sale customer journey - onboarding, adoption, support, training and retention - for a global clientele operating in the printing and graphic arts industry.
By orchestrating a smooth journey and deep product adoption, they turn satisfied customers into loyal customers and advocates, directly fueling revenue retention and creating the ground for the expansion opportunities that the sales team converts. They are also the voice of the customer internally: by gathering and structuring customer feedback, they inform the priorities of the Product and Engineering teams and help eliminate friction at the source.
As a manager, they develop their team's frontline management capabilities and build a structured, scalable Customer Success function able to keep pace with a growing technology SME. Through their rigor and customer focus, they strengthen the trusted relationship that sets Ultimate Tech apart as a reference automation partner in its industry.
Responsibilities
Area 1 - Leadership and team management
- Establish the annual workforce needs of their department and lead the recruitment, onboarding and retention of their staff.
- Clarify roles, responsibilities, levels of authority and expectations, and establish a management cadence (individual and team meetings).
- Ensure the day-to-day management of the team and evaluate the performance of its members (Application Specialist, Customer Service Specialist, Application Training Specialist).
- Develop the team's skills and ensure succession for the function's key positions.
- Engage the team and foster a collaborative climate, identifying issues and putting the appropriate measures in place.
- Establish and apply fair and consistent people-management practices, in keeping with Ultimate Tech's policies and values.
Area 2 - Customer onboarding, adoption and training
- Be accountable for the onboarding and activation experience of new customers, so as to reduce time-to-value.
- Define and maintain adoption journeys by customer segment and monitor active product usage.
- Oversee the coordination of customer training and the production of training materials and user documentation.
- Establish proactive interventions (usage reviews, adoption plans) for accounts whose usage or health is declining.
Area 3 - Customer support
- Be accountable for the quality and timeliness of technical support - from first-level service through to escalations to the Application Specialist - including troubleshooting and adherence to service-level agreements.
- Oversee the handling, prioritization and escalation of requests, and lead the resolution of critical issues affecting strategic accounts.
- Analyze recurring ticket patterns and implement the process or documentation fixes that reduce their volume.
Area 4 - Account retention and growth
- Be accountable for customer retention and renewal, and drive license renewal and activation.
- Anticipate churn risks based on account health indicators and deploy the appropriate retention plans.
- Identify and qualify expansion opportunities (upsell, cross-sell) within the existing customer base, then hand them off to the sales team, which owns the conversion.
- Support the production of success stories, testimonials and reference accounts with the Sales and Marketing teams.
Area 5 - Voice of the customer and continuous improvement
- Structure and carry the voice of the customer internally: consolidate field feedback and relay it to the Product and Engineering teams to inform priorities.
- Oversee the validation and documentation of issues intended for development, as well as support for quality assurance (QA).
- Establish, track and evolve customer success indicators (account health, adoption, satisfaction) and the function's dashboards.
- Contribute to the continuous improvement of the Customer Success function's processes, tools and standards, in step with the company's growth.
Area 6 - Other
- Perform any other related duties at the request of the President and CEO.
Job requirements
Education
- Undergraduate university degree (bachelor's) in business administration, management, information technology or a related field; an equivalent combination of relevant education and experience will be considered.
- Training or certification in customer success, customer experience management or client relations (an asset).
Experience and skills
- A minimum of 8 years of experience in customer success, customer service or account management in a software (SaaS) or technology context, including at least 3 to 5 years in team management.
- SME experience: ability to operate with limited resources and remain hands-on in the field.
- In-depth understanding of the customer lifecycle.
- Proficiency with the function's tools: CRM, customer success platforms, ticketing and support systems, and reading usage dashboards.
- Experience managing technical support and service-level agreements (SLAs), including escalation mechanisms between customer service and the Application Specialist.
- Demonstrated ability to interpret usage and account-health data to prioritize interventions.
- French-English bilingualism essential, spoken and written, given the global clientele and distribution network.
- Knowledge of the printing industry, prepress or production automation software (an asset).
Personal attributes
- Alignment with Ultimate Tech's culture of innovation and excellence.
- Proactive customer orientation: anticipating needs rather than reacting to problems.
- Mobilizing leadership, able to structure and grow a team through a growth phase.
- Strong listening skills and empathy, in both customer relationships and team management.
- Analytical mindset and comfort with data and indicators.
- Composure and a sense of priorities when managing multiple simultaneous demands.
