Golden Gate Ventures


VP of Customer Experience at TradeGecko
Toronto, Ontario, CA
Here at TradeGecko, we empower commerce entrepreneurs to build amazing businesses, we do this by providing the world’s leading Commerce Platform for growing SMB brands. We're redefining commerce operations, connecting the global supply chain and making boring business software a thing of the past.

We’re always being asked how we’ve gotten such quick traction in the market and the answer is simple….we hire relentlessly resourceful individuals, hackers, freethinkers and people that make it their mission to make our customers even more awesome.

TradeGecko was founded and is HQ'd in Singapore, we also have offices in Manila, Philippines, and Toronto, Canada. We are looking for a great customer leader to join our growing, global company.

As the VP of Customer Happiness at TradeGecko you will need to embody one of our core values, Customer Obsession. Our north star as a company is to help our customers achieve their desired outcomes.

You should have a deep understanding of SaaS, customer support, customer success, on-boarding, account management and building and leading global Customer teams.

Are you looking for the opportunity to create and lead a global, best-in-class customer support and success organisation within the SaaS market? If yes, then this may be the role for you.

We’re currently seeking a visionary with a deep understanding of traditional and innovative Customer Support and Success strategies and a proven track record of building strong teams to support our customers. You will be working hand-in-hand with the rest of the Executive team to help our customers succeed with our platform in their businesses. This is not a role for the faint-hearted. You will be rolling up your sleeves while you help to build, mentor, drive, and elevate our talented customer team, and TradeGecko, to the next level.

Key Responsibilities:

Drive Customer Success Outcomes
Increase renewal rates and reduce churn
Expand our revenue in accounts through cross-sell and up-sell
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
Drive new business growth through greater advocacy and reference-ability
Define and Optimize Customer Lifecycle
Map customer journey
Develop listening points in journey (e.g., usage, satisfaction, etc.)
Standardize interventions for each point in journey
Define segmentation of customer base and varying strategies
Identify opportunities for continuous improvement
Learn from best practices in industry
Manage Customer Success and Support Activities
Professional Services
Customer Support
Customer Success Management
Cross-sell / Up-sell
Measure Effectiveness of Customer Success and Support
Define operational metrics for team
Establish system for tracking metrics
Create cadence for review within team
Expose subset of metrics to executive team, company and board
Lead World-class Customer Success and Support Teams
Recruit experienced leaders for each functional role
Attract high potential individual contributors into team
Create rapid onboarding process for new team members
Foster collaboration within team and across customer lifecycle
Encourage continuous learning within team
Enhance Effectiveness and Efficiency Through Technology
Support systems
Customer marketing software
Reference and advocacy solutions
Customer Success Management platform
Inspire Customer Success Across the Company
Create company-wide culture of Customer Success
Align with Marketing around marketing to existing clients
Align with Product around driving product roadmap
Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
Align with Finance around measurement and forecasting
Align with Executive Team around key metrics and objectives
Drive company-wide definition of ideal customer
Create company-wide customer feedback loop

10+ years experience in leading customer-facing organizations
Ability to manage influence through persuasion, negotiation, and consensus building
Ideally combined background of post-sale and sales experience
Strong empathy for customers AND passion for revenue and growth
Deep understanding of value drivers in recurring revenue business models
Analytical and process-oriented mindset
Demonstrated desire for continuous learning and improvement
Enthusiastic and creative leader with the ability to inspire others
Excellent communication and presentation skills
Relevant Bachelor’s degree; preference for computer science or related degree