Director Of Customer Success

About Frenter:

Frenter is a Cloud based all-in-one SaaS and HaaS automated asset management tool for construction equipment businesses.

Business Building Data at your Fingertips

Growing your business starts with knowing your business. At Frenter, we understand the importance of having real-time insights into your equipment to make informed decisions. With our comprehensive asset management solution, we empower you to take control of your operations and maximize your growth potential.

Know where your equipment is.

With Frenter, you can effortlessly track the location of your equipment in real-time. Our robust system provides you with accurate data and timely alerts, ensuring that you always know where your assets are. This visibility allows you to optimize equipment availability, prevent loss or theft, and protect your valuable investments.

Know what your equipment is doing.

Gain deeper insights into how your equipment is being used with Frenter's advanced monitoring capabilities. Our solution provides real-time data and alerts, allowing you to understand equipment utilization, performance, and maintenance needs. By knowing exactly what your equipment is doing, you can make proactive decisions, improve operational efficiency, and reduce downtime.

Leverage data to grow your business.

Frenter consolidates all your operational information in one centralized platform. By harnessing the power of data, our solution provides you with actionable insights that drive revenue and growth. Seamlessly access key metrics, track equipment performance, and identify opportunities to optimize your operations. With Frenter, you can make informed decisions, streamline processes, and unlock the full potential of your business.

Experience the power of Frenter and gain a competitive edge in your industry. Start leveraging real-time data, maximizing equipment utilization, and driving profitability. Get ready to grow your business with actionable insights directly from your equipment.

About the Role:

We are looking for an experienced Director of Customer Success Operations who will be responsible for the execution of the Support strategy, aligned with the Customer Team vision, coordinating investments, creating globally scalable programs and enhance the operational rigour within our teams in order to help our channel ecosystem deliver the right solutions to customers at scale while achieving organisational objectives.

In this role you will report to the VP of Business Development while working directly with the leaders of Support and Customer Education. The Customer Success team is responsible for implementation strategy, playbook and process development, reporting and forecasting, as well as championing improvement initiatives. You will also partner closely with the rest of the Customer Team including Sales, Operations, Strategic Partner, and Customer Success to help ensure consistent exemplary customer experience

The Opportunity:

The Director of Customer Success will partner cross-functionally with sales, onboarding, technical support, product and other teams to deliver a first-class customer experience and help drive long-term customer retention and growth with Introhive.

This is a challenging role requiring strong customer focus, problem solving capabilities, the ability to motivate a team, and strong analytical skills. The right candidate is truly passionate about helping customers and CSMs grow, and has the experience to demonstrate it.

What You'll Do Here:

1. Develop Frenter’s implementation strategy.
2. Execute Performance Tracking, Planning, forecasting, and target setting.
3. Identify and unlock growth initiatives by working cross-functionally
4. Co-own long-range planning and strategy processes for our Support Teams
5. Act as liaison with finance and other key stakeholders to drive investment decisions
6. Provide decision support to the Customer Leadership Team
7. Standardize Customer Success Manager (CSM) onboarding and training on new features/functionality.
8. Work with CSM’s to create personal goals & metrics for career progression and support them in achieving those goals
9. Work with CSMs on 30-60-90 day strategy once accounts have been handed off from Implementation or another CSM
10. Provide leadership to CSM team on day to day basis, including but not limited to:
11. Standardize adoption of CSM processes (meeting prep, adoption plans, etc.). Develop an arsenal of client data points/metrics to measure success.
12. Standardize CSM onboarding and training on new features/functionality.
13. Work with CSM’s to create personal goals & metrics for career progression and support them in achieving those goals
14. Provide weekly operational update to VP, CS & Sales operations key accounts
15. Partner with stakeholders to escalate Client features in need and understand feature release schedules

We'd Love To Hear From You If…..

1. You have 3+ years of experience in a Support Leadership, Consulting, Coaching, teaching, technical or Operations role
2. You have 3+ years of experience in construction, equipment rental, heavy equipment or construction technology industry.
3. You have a proven track record in Strategy and Operations leadership roles
4. You have demonstrated leadership in delivering results with a small-scale, cross-functional teams
5. You have superb communication and problem-solving skills
6. You can set strategy at a high level and roll up your sleeves to execute where needed
7. You have high energy, a positive attitude, and the ability to take the initiative and delegate efficiently
8. You are comfortable working in a fast-paced, frequently changing, and evolving environment
9. You can multitask, prioritize, and manage time effectively towards individual, team, and company goals
10. You have a proven track record of cross functional influence
11. You have experience in process improvement; lean startup or design thinking a plus
12. You have exceptional problem solving and analytical skills; demonstrated ability to structure complex problems, develop solutions, and craft high quality executive presentations.
13. Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
14. Familiarity with Customer Success Solutions like Gainsight would be an asset.

At Frenter, we understand that experience comes in many forms. We don’t just accept differences, we celebrate them, support them, and hire peeps from a wide variety of backgrounds because it makes our company stronger. We’re dedicated to adding new perspectives to the team - so if your experience aligns with what we’re looking for (even if you don’t check every single box), please consider applying!

What’s In It for You:

An incredible group of peers and leadership to work and learn from

Personal and professional growth

Educational opportunities

Founded in 2020 and based in Halifax, Canada with a satellite office in Vancouver. Frenter has 7 employees. Through Intuit, we offer employees stock options. We hire collaborative, customer obsessed, problem solvers and give you ample opportunity to grow and succeed. Find Frenter on social media.

We focus on career development and progression. People are at the core of everything we do. We are a Great Place to Work in the Start-Ups & Technology industry and for Youth and Women.

Frenter is an equal opportunity employer, and we value diversity at our company. We don't discriminate on the basis race, color, citizenship status, national origin, ancestry, sex, gender (including gender expression and gender identity), sexual orientation, age, weight, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, genetic information, or any other factor protected by federal, state or local law. Frenter also prohibits harassment of applicants and employees based on any of these protected categories, and complies with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions .