Director, Customer Success

📋 Description

• Lead, coach, and develop Customer Success, Implementation, and Customer Success Operations teams.
• Build and optimize operating models, metrics, workflows, and cadences.
• Drive adoption, value realization, retention, renewal readiness, and risk management.
• Oversee onboarding, training, and handoffs to ongoing success management.
• Collaborate with Sales, Account Management, Product, Engineering, Support, Finance, and Operations
• Use data and analytics to identify trends and drive leadership decisions.

🎯 Requirements

• 8+ years in Customer Success, customer operations, implementation, account management, or related
• 4+ years leading customer-facing teams.
• Proven track record in improving retention, adoption, satisfaction, and performance.
• Experience scaling teams and programs during growth or change.
• Strong knowledge of CS operations, health management, and scalable processes.
• Experience managing strategic accounts and engaging executive stakeholders.

🎁 Benefits

• Competitive CAD 115,000–135,000 base salary, depending on experience.
• Fully remote work environment with flexible hours.
• Extended medical and dental benefits.
• Healthcare spending account and wellness allowance.
• Annual health and wellness allowance.
• Employee assistance program (EAP).