Head of Customer Success
πŸ‡¨πŸ‡¦ Montreal πŸ’° $80k - $120k + stock options πŸ§ͺ 5y. - 10y. EXP

Why Simplyk

Simplyk is a start-up that is revolutionizing the social economy. Our web tools save thousands of dollars every day for more than 4,000 charities. ✊
We are growing rapidly. From 2020 to 2022, we multiplied our volume by 10, and this is just the beginning!
✨ In 2019, our first round of funding (SEED) allowed us to develop the Canadian market and achieve high growth rates; doubling the number of organizations using our tools every three months. Less than 2 years later in September 2021, we raised our Series A to conquer the United States. Beyond social impact, we need a team of passionate people to take on the new growth challenges that await us. πŸš€

We like to work with

  • A passionate and curious person who is not afraid to learn and try new things
  • Someone who is looking to have a positive impact on society
  • Someone ambitious and who wants to create something big and change the landscape of charities across North America
  • You know how to prioritize between what needs to be done perfectly and what needs to be done quickly
  • You come up with easy solutions to complex problems
  • Someone who hates long meetings and inefficiency
  • You know when to take a break and enjoy lunch with your colleagues
πŸ“– Read more:
➑ About us ➑ Our mission ➑ Our team ​
As the Lead of the Customer Success team, your role is to own the overall customer success experience. From managing the team, to implementing processes that increase the customer success experience.

Your responsibilities

  • Manage the team of four agents.
  • Recruit and train at least two success rep in 2022, probably more.
  • Create or delegate content creation related to frequent questions. More generally implement strategies to save time to your team.
  • Implement processes and KPIs to make sure support request are answered in time and with great quality.
  • Implement strategies to nurture our 2000 nonprofit community to increase their use of the product
  • Understand charities' priorities and pain points to provide feedback to the product team
  • Experiment different onboarding flows to activate new nonprofits

Your skills

  • Our customers are changing the world. You are able to have a lot of empathy and care in your interactions with them
  • You are a problem solver. You always find workarounds and solutions.
  • You successfully implement technology and processes to increase your input
  • You have at least 4 years of managing a team of customer success
  • You have strong communications aptitudes, including writing skills
  • You speak perfect English and French
Additional Assets
  • Experience in SaaS
  • Experience on Hubspot
Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't check every box. If this applies to you and you are interested in the position, we'd love to hear about your unique experience!

What we offer

  • Opportunity to be a key employee in a start-up
  • Stock option program
  • Team activities / Cohesion
  • Team volunteering every 2 months
  • Offices in the heart of Plateau Mont-Royal, but remote work possible 80% of the time
On top of all that, we are a team of passionate, caring and welcoming people.

Hiring process

  • Call with CSR (30mn)
  • Meeting with CEO and CSR (1h)
  • Meeting with both co-founders (45mn)
  • Reference call
  • Job offer

How to apply

βœ‰οΈ Send your resume and a cover letter to FranΓ§ois at [email protected]
Ready to join the team?
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