Enterprise Customer Success Lead, EZRA

Job Role: Enterprise Customer Success Lead

Location: Toronto, Canada (Hybrid - 3 days in office)

Who we are:

Imagine what even the world’s finest organizations could achieve if all their employees were coached to be their absolute best. At EZRA, we are on a mission to do just that. We believe through coaching; people get to know themselves. Their goals. Weaknesses. Hang-ups. And once they know all that, they can build on the good stuff and work on the rest. This mindset applies not only to our clients but is manifested in our own EZRA family. We believe we are changing people’s lives. We believe a happy team is a productive team. We want our people to care and be proud of what they do. We also practice what we preach – every member of our team gets to experience the superpower that is coaching for themselves, among some other pretty incredible rewards.

The Role:

As EZRA continues to grow, so does our mission to be in front of more organizations worldwide! To accomplish this, we are looking for an Enterprise Customer Success Lead reporting directly to the Director, Enterprise Delivery. The focus of this role will be to lead Enterprise Customer Success Managers overseeing post-launch customer success deliverables to provide a best-in-class service to EZRA's valued customers. This passionate individual will play a critical role in taking EZRA to the next level of growth. This role will have a number of direct reports.

The Team:

Reporting to the Director, Enterprise Delivery, this role will sit alongside a team of regionally based Customer Success Leads & will be a critical part of EZRA's Customer Experience & Operations team. This role will work closely with peers across the Enterprise Sales function to ensure cross-functional partnership & support of EZRA's largest accounts.

What You'll Do

Team leadership

• Leadership of Customer Success Managers, setting clear OKRs and being accountable for all training and development
• Overall accountability of the customer experience throughout the post-launch customer life cycle ensuring customers are delighted, program milestones are met and reporting insights showcase the impact of coaching
• Conduct regular weekly 1:1 meetings to review program health and verify forecasting projections
• Account allocation to team members as required
• Ensure that processes and systems are effectively utilized, continually reviewed and embedded as best practices across the team
• Regional forecasting ownership to ensure projections are accurate ahead of month-end billing
• Drive operational practices to track performance aligned to key delivery metrics at pre and post-launch stages (adoption, quality scores, cancellations, session utilization)
• Identify development opportunities for team members and support them through their development
• Recruitment and onboarding of new team members as the team continues to grow
• Support and participate in key Enterprise Account proposals and pitches to bring the customer success experience to life for prospective clients
• Support individual EZRA BDs to ensure a consistent understanding in the EZRA program support and user experience
• First-line escalation point of contact for Customer Success-related issues
• Play a key role in driving new behaviors in how our Enterprise Account Team works with our customers post-launch
• Exec Sponsor to key enterprise accounts within the region
• Escalation point of contact for customers

Delivery and Cross-Functional Collaboration

• Oversee the ongoing management of programs ensuring the ongoing success and impact of programs to support our clients in realizing their coaching ambitions
• Regular connections and ongoing collaboration with the Enterprise Implementation Lead to identify Customer Success Manager (CSM) allocations and ensure handover information is fully collected and executed by CSMs to set ourselves and the customer up for success
• Regular connections and ongoing collaboration with Enterprise Customer Success Leads in other regions to ensure global consistency
• Continual enhancements in Customer Success processes as we introduce new ways of working and respond to client and participant needs
• Work in partnership with the Coaching Solutions Team, Tech Team and where applicable Solutions Team to ensure the ongoing support of programs is meeting client needs
• Regularly review and monitor program deliverables in line with both EZRA and Customer SLAs to meet adoption, engagement, and quality metrics.
• Play an active role in the successful launch of our new PSA system driving new behaviors, team adoption, and process efficiencies
• Partner with our product team to support our ongoing innovation of roadmap items

Reporting

• Oversee the production of regular reports, Quarterly and Annual Reviews, ensuring the highest quality data and insights are shared with clients, particularly for accounts that don’t have a Solutions Lead allocated
• Ongoing collaboration with EZRA Labs and Customer Portal Teams working on continual enhancements to reporting approaches and capability
• Super-user of EZRA’s Customer Portal to ensure the ability to support Customer Success Managers in their day-to-day reporting needs and continue to elevate the team’s capability around reporting
• Support EZRA’s efforts to help bring the science to our reporting and insights capability

What you bring to this role

• 5+ years of Customer Success or equivalent experience
• 3 years of people leader experience, managing teams larger than 5 direct reports & effectively managing performance & career development

You are:

• Commercially minded and passionate Customer Success leader consistently looking to deliver to a high standard for our clients
• A self-starter that operates proactively in the business
• Decisive, action-orientated, and comfortable working with ambiguity
• Collaborative, working with other managers and function leads to embrace, drive, and implement best practice and continual enhancements
• Able to build exceptional stakeholder relationship both internally and externally, breaking down internal barriers
• Resilient and self-motivated
• Innovative to provide solutions to clients’ needs
• Passionate about Customer Success consistently wanting to go above and beyond for our clients and participants
• Flexible and display a “can-do” attitude
• Able to comply with office attendance in alignment with the EZRA Global Hybrid Working Policy

What we offer

• Your own world-class coach
• Regular team social events
• Contribution to a wellbeing app (think meditation, fitness, sleep!)
• A weekly wellbeing hour and much more!
• Global leading organization

We are an equal opportunity employer dedicated to having a thriving, diverse team where everyone has a voice and feels able to be themselves. We believe that through valuing our uniqueness and respecting our differences, we can achieve more, and that diversity adds to our culture. Attracting and developing a diverse workforce that reflects the communities in which we serve is essential to us.