Director, Customer Success

📋 Description

• Own post-sale customer relationships for strategic/at‑risk accounts (onboarding, adoption, renewals).
• Lead high-severity escalations across printer/software support, field reliability, and service.
• Manage a technical customer success team delivering strong outcomes.
• Coordinate customer training programs, including on-site sessions.
• Lead renewals for Success Plans and software support with proposals.
• Define escalation paths for standard and beta systems.

🎯 Requirements

• 7+ years in customer success or aftermarket ops in capital equipment/industrial setting.
• Strong commercial instincts: renewals, pricing, and service packaging.
• Technical fluency to triage with engineering without deep domain knowledge.
• Experience handling hardware/software escalations and cross-functional root-cause.
• Proven ability to create processes from ambiguity: handoffs and cadences.
• Excellent written and spoken English; French is a plus.

🎁 Benefits

• Hybrid work in Montréal, QC.
• Inclusive workplace; accommodations available on request.