We're seeking a senior Customer Success leader to join Invest Ottawas team of Advisors. This Customer Success Advisor will assist later-stage technology companies (in the IO ScaleUp program)as they scale and optimize their Customer Success function.

Our Companies

IO ScaleUp companies are scaling their teams, revenue and markets. They generally have at least 20 full-time employees with annual revenue ranging from $2 million all the way up to $100 million in annual revenue. To qualify for the program, firms need to have at least 20% YoY growth (revenue or employees). They typically have a dedicated customer success team led by a senior customer success leader.

Relative to their growth, our clients are seeking advisory on all aspects of customer success including customer journey design, retention strategies, revenue expansion, operational efficiency, and cross-functional alignment to drive long-term growth. They also need coaching on hiring, compensating, training, and retaining a customer success team.

Our Advisors

Our Advisors are independent contractors typically with their own thriving consulting practices. They are available between 15-20 hours per month and paid the standard advisor rate of $150/hour. Please note that these hours are not guaranteed and will depend on client demand each month, your participation in meetings with Invest Ottawa team members, and attendance at events.

Reporting to Invest Ottawas Director, Venture Programs, the Customer Success Advisor will support clients by:

• Providing direct one-on-one advisory to their leadership team
• Informing clients of emerging trends in customer success (such as best-in-class AI tools) to improve operational efficiency
• Leading a monthly peer group with local customer success leaders
• Delivering best practice workshops on driving customer success, including customer journey mapping, on-boarding, adoption, advocacy, retention, and expansion
• Facilitating introductions or connections between our client companies and relevant stakeholders when appropriate for the companys benefit

We would love to hear from you if you:

• Have previously held an executive-level (VP or higher) Customer Success role at a tech company that successfully scaled to at least $25M in annual revenue
• Possess firsthand experience with the challenges faced by rapidly growing tech companies
• Have experience scaling Customer Success teams through various stages of growth
• Are well versed in all areas of customer success (onboarding, CSM, support, and SaaS and CS metrics), sales, and account management
• Have demonstrated skills in driving customer lifetime value by ensuring the engagement, retention, and growth of the customer base
• Stay current with the latest trends and advancements in customer success, including cutting-edge AI tools and innovative technologies
• Can swiftly diagnose challenges and offer immediate, effective guidance
• Exhibit strong emotional intelligence, with a proven ability to build trust and maintain relationships, underscored by exceptional listening and communication skills
• Are predominantly based in the Ottawa region

When applying, please highlight a list of scaling tech firms you have worked with previously in advising formally or informally as an advisor or consultant.

Our Commitment to Diversity, Equity, and Inclusion

At Invest Ottawa and Bayview Yards, we know that diversity, equity, inclusion and creating an environment of belonging are critical success factors for globally competitive organizations and are required to drive sustainable wealth creation and prosperity across our region. We strive to create inclusive systems and cultures and infuse diversity into our programs, operations and governance. As an equal opportunity employer that doesnt simply accept difference but celebrates, support and thrives because of it, we invite all qualified candidates to apply and especially encourage applications from those who identify as members of underrepresented groups.

Invest Ottawa is committed to fostering diversity, equity, and inclusion. We welcome candidates from all backgrounds who are inspired by our mission to shape Ottawas economic future.

Invest Ottawa and Bayview Yards are determined to provide a barrier-free work environment, starting with the hiring process. If you require accommodation during any phase of the evaluation process, please contact [email protected] to request specialized accommodation. Do know, all information received in relation to accommodation will be kept confidential.

Join us in driving Ottawas leadership in innovation, entrepreneurship, and economic growth.