Top Hat – VP Customer Success – Toronto, Canada

March 3, 2023
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Job Description

Job Description

Top Hat is looking for an accomplished senior Customer Success leader to join as our VP of Customer Success overseeing 40+ Customer Success professionals and their managers.
Top Hat is successfully transitioning from our more transactional deal motion to one which is strategic by engaging with Higher Ed executives to sell institution-wide deployments of our technology. You likely know that the past two years have led the ed tech market to a tipping point where institution leaders are ready to greatly increase the spending on technology in the classroom. What you may not know is the incredible innovation Top Hat has brought to the market via our Dynamic Courseware offering which is motivating both institution leaders as well as individual professors to take our meetings and increasingly partner with Top Hat.
We are looking for a tenured leader in the SaaS technology space with deep experience in quota-based renewals and building out processes to join and continue through our transition toward this more strategic sale. Reporting to Matt Schurk (our Chief Revenue Officer) and with the help of Joe Rohrlich (our CEO) you will be supported by an executive team that is customer focused and that has the commercial experience necessary to support your success.

What you’ll get to do:

    • A top priority is to develop and invest in the layer of managers overseeing our CSMs today. Each is a home-grown manager who has risen through the ranks of Top Hat & has incredible empathy for our customers and our CSMs. Developing these managers will in turn pay off in the development of our individual CSMs.
    • As VP you will be responsible for your team’s customer pipeline – empowered to pave the right path forward not only for your customers but for the business
    • The second priority is to continue our journey down the path of automating some of the more straightforward renewals business so that we are able to scale our direct-to-professor or B2C offering. This is an important segment of our business: positive experiences in this segment create the customer champions we can work with to create enterprise site-wide agreements
    • Own retention metrics – you live and breathe our corporate renewal targets, and make sure everyone is on track and mobilized toward our goal
    • As VP, youʼll be a member of our SLT and will be the voice of your team customers, helping Top Hatʼs product group learn from the feedback and experiences they have had
    • Review and evaluate the team performance on a continuing basis against weekly/monthly/annual operating and strategic goals
    • Build and scale the customer success processes, implementation best practices, and systems needed to quickly onboard and deliver value for customers who are transitioning from using print textbooks to using digital books
    • Make sure the data collected by your team on the customer pipeline is always impeccable and up-to-date
    • Create a work environment that promotes quality and employee effectiveness, attracts new talent, and retains high performers and high-potential employees

You have:

    • +10 years of Customer Success experience with specific success working managing teams working toward quota-based renewals
    • +4 years in a CS management role, including experience as a 2nd line manager, coaching & leading other people managers
    • Experience with CS automation and/or high scale
    • Worked at a fast-growing, often changing company where ambiguity persists over certainty and your people will need your help to keep calm and thrive through embracing the many challenges we will face together
    • An effective coach to employees in up-skilling your team members for the roles we will need them to play in the future as our company grows
    • Always have the best interest of customers in mind. You do everything in your power to make sure that they are set up for success and using Top Hat to revolutionize how they teach and their students learn
    • Experience with salesforce
    • Experience partnering with products to facilitate ideas, insights, and feedback
Why team members love working at Top Hat :
*A noble mission that creates meaningful, fulfilling work
*A team that cares deeply for customers and for each other
*We’re a company of invested owners – every Top Hatter receives stock options
*Professional learning and development for all role levels
*An awesome and welcoming Toronto HQ, and a growing sales hub in Austin, Texas
*Competitive health benefits that start on day one
*A management team focused on performance, growth, engagement, and connection
*Our winning strategy and market potential
*Innovative PTO policy with lots of time and space for self-care
*Passionate customers that believe in us—and what we do