Director of communications Jobs in Kitchener, ON

Job Description

Job Description

Salary : About BinSentry

BinSentry is an extremely fast-growing ag-tech company started here in KW. BinSentry is focused on providing solutions for the agriculture supply chain that help increase efficiency, reduce costs, and enhance profitability. As a leader in the use of artificial intelligence, BinSentry offers technology solutions that pair best-in-class optical sensors with user-friendly software to provide our customers with enhanced forecasting and decision-making capabilities.

With our technology, feed mills and protein producers are enhancing feed ordering efficiency, raising healthier animals, improving employee safety, reducing their environmental footprint and - most significantly - uncovering new savings. Today, BinSentry is monitoring more than 45,000 bins in real time across North America. When it comes to the future of agricultural supply chain management, BinSentry is leading the way. For more information visit .

BinSentry is currently seeking a Director of Digital Transformation. The Director of Digital Transformation is a key leadership role responsible for driving customer success, product feedback integration, and digital adoption across BinSentrys customer base. This individual will lead the Customer Success team, manage high-value customer relationships, and act as the voice of the customer within the organization. By capturing and analyzing customer feedback, the Director will partner with Engineering to help shape the evolution of our software products.

This role requires a strategic thinker with strong communication and leadership skills, combined with a deep understanding of software implementation, customer lifecycle management, and product development. Experience in agriculture or agricultural technology is strongly preferred.

Key Responsibilities

• Lead and manage the Customer Success team to ensure outstanding customer experiences and successful software adoption.
• Build strong relationships with key customers and stakeholders; act as a trusted advisor on digital transformation using BinSentry tools.
• Systematically capture customer feedback, document needs, and translate them into actionable product requirements for the Engineering Development team.
• Partner with Product Management and Engineering to prioritize and refine product roadmap features based on customer input and strategic goals.
• Develop and implement processes that scale digital transformation efforts across the customer base, including onboarding, training, and support strategies.
• Monitor key performance indicators related to customer satisfaction, retention, software usage, and support trends.
• Identify opportunities to improve customer outcomes through enhanced product capabilities, services, or support models.
• Serve as a change agent internally and externally, advocating for digital innovation in agricultural operations.

Key Skills and Qualifications

Personal Attributes

Benefits

Join us in transforming agriculture through technologyone feed bin at a time.

30-60-90 Goals for the role

By 30 days : The Director knows the business, the team, and the customers.

By 60 days : Theyve earned credibility, delivered quick wins, and aligned processes.

By 90 days : Theyre driving strategic impact, improving metrics, and shaping long-term transformation

First 30 Days Learn & Build Foundations

Focus : Understanding, observation, relationship-building, and assessment

Gain a deep understanding of BinSentrys product suite, customer journey, and value proposition.

Build relationships with Customer Success team members individually and collectively; understand team strengths, challenges, and workflows.

Meet with key customers to introduce yourself, listen to feedback, and understand their experiences with support and engagement.

Review existing customer success metrics (NPS, churn, engagement, adoption rates, time-to-resolution, etc.) and identify immediate gaps or quick wins.

Map the current feedback loop between Customer Success and Engineering / Product teams; document where it succeeds and where it breaks down.

Deliver an initial state of Customer Success assessment to leadership with prioritized opportunities for improvement.

First 30 Days Accomplishments & KPIs :

Conduct 1 : 1 meetings with 100% of Customer Success team members; deliver a summary of team strengths / challenges to leadership

Hold introductory calls with at least 10 key customers to gather direct feedback.

Review and present baseline metrics (NPS, churn, onboarding completion, adoption rates, time-to-resolution).

Map current customer feedback loop to Product / Engineering ; document at least 3 improvement opportunities.

Deliver a State of Customer Success report by Day 30 with initial findings and top 3-5 priorities.

Next 30 Days (Days 3160) Align & Implement Early Improvements

Focus : Driving early impact and building credibility as a leader

Implement at least one quick-win process improvement in customer engagement (e.g., standardizing onboarding, response templates, or escalation procedures).

Define clear roles, responsibilities, and performance expectations for Customer Success team members to align with company goals.

Establish a structured and systematic feedback loop with Product / Engineering, ensuring customer insights are captured, categorized, and tracked.

Begin regular Customer Success team meetings focused on knowledge sharing, metrics review, and continuous improvement.

Partner with Sales and Marketing to strengthen the customer journey handoff and ensure seamless onboarding.

Present an updated Customer Success dashboard to leadership, including leading indicators of customer health and engagement.

Next 30 Days Accomplishments & KPIs :

Goal : Deliver quick wins, establish structure, and begin influencing outcomes.

Accomplishments & KPIs :

Implement at least one process improvement (e.g., standardized onboarding checklist, response templates, escalation matrix).

Define and communicate roles, responsibilities, and KPIs for all Customer Success team members.

Launch weekly team meetings with agenda focused on customer metrics, issues, and wins.

Establish a structured feedback system with Product / Engineering ; log at least 80% of customer feature requests / issues into a tracking system.

Collaborate with Sales / Marketing to improve handoff; achieve 90% of new customers onboarded using standardized processes.

Develop and present a Customer Success dashboard with at least 5 key metrics (e.g., NPS, churn, adoption, health scores, time-to-resolution).

Final 30 Days (Days 6190) Lead & Drive Strategic Impact

Focus : Scaling improvements, showing measurable results, and setting long-term direction

Launch a Customer Success playbook that documents best practices for onboarding, engagement, escalations and renewals.

Introduce a Customer Health Scoring system to proactively identify risks and opportunities within the customer base.

Deliver a quarterly customer insights report (i.e., QBR) to leadership and Product / Engineering, with prioritized recommendations for product roadmap adjustments.

Roll out a structured customer engagement program (e.g., QBRs, webinars, or customer advisory sessions) to drive adoption and advocacy.

Begin formalizing KPIs and career development plans for the Customer Success team to improve retention and performance.

Provide leadership with a 12-month vision and strategy for Customer Success, aligned with broader digital transformation goals (customer experience, automation, and scalability).

Goal : Scale improvements, show measurable results, and set long-term strategy.

Accomplishments & KPIs :

Launch a Customer Success Playbook with documented best practices for onboarding,

engagement, renewals, and escalations.

Implement a Customer Health Scoring system covering at least 80% of active accounts.

Deliver a Quarterly Customer Insights report with at least 5 actionable recommendations to Product / Engineering.

Roll out a structured engagement program (e.g., QBRs, webinars, advisory sessions) with at least 20% of top-tier customers engaged by Day 90.

Establish individual development plans for 100% of Customer Success team members.

Present a 12-month Customer Success Strategy to leadership, with measurable targets (e.g., NPS +10 points (TBD_, onboarding time -20%, churn, etc.).