Director, Customer Success

📋 Description

• Own the CS org for Commercial & Enterprise; 2 CS Managers report to you.
• Architect AI-first CS; AI agents handle execution while humans own outcomes.
• Set OKRs, budget, and hiring plans as CS scales with AI leverage.
• Own NRR across Commercial and Enterprise; drive renewals and expansions.
• Personally engage with strategic accounts and escalations.
• Build reporting/forecasting infra for renewals, expansion, churn risk; provide visibility to COO/leadership.

🎯 Requirements

• 10+ years SaaS CS experience; 5+ years leading multi-layer CS orgs.
• Proven AI-driven CS leadership; tech-enabled outcomes.
• AI-native mindset; automation-first delivery engine.
• Full-book commercial ownership; NRR/GRR across segments.
• Org builder; comfortable with ambiguity and greenfield scope.
• Based in Toronto, NYC, or SF; hybrid.

🎁 Benefits

• Premium AI tools (ChatGPT, Claude, Granola) and annual L&D budget.
• AI champions program with weekly demos and cross-functional AI work.
• Hybrid-friendly roles in Toronto, New York City, or San Francisco.
• Accommodation support available during the process.