Director, Customer Success

This is a fully remote position, open to applicants in Canada.

📋 Description

• Lead the customer lifecycle after sale across all segments.

• Ensure customers achieve tangible value, utilize solutions efficiently, and renew and expand their engagements over time.

• Build and expand a high-performing Customer Success organization.

• Define the operational framework of Customer Success, including engagement models, operational cadence, and cross-functional alignment.

• Collaborate closely with Sales, Project Delivery/Onboarding, Support, Product, and Marketing teams.

• Implement Customer Success strategies across all customer segments.

• Establish standardized motions for the customer lifecycle, including success planning and renewal readiness.

• Maintain a proactive, outcome-focused approach to customer engagement.

• Develop scalable processes and playbooks to ensure consistency across Customer Success teams.

• Lead a multi-tier engagement model across various accounts.

• Operationalize a hub-and-spoke model where Customer Success Managers manage relationships and provide general project knowledge.

• Continuously enhance segmentation and coverage models to balance engagement with scalable programs.

• Own the complete retention and renewals strategy, implementing cross-functional support to ensure timely renewals.

• Partner with Sales, Support, Product, and Marketing to provide a cohesive experience.

• Analyze revenue retention metrics and align performance with financial targets.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Communications, or a related area.

• Over 10 years of experience in Customer Success, Account Management, or related SaaS roles.

• More than 5 years of experience in team leadership and developing future leaders.

• Proven track record in managing retention, renewals, and customer growth metrics at scale.

• Strong understanding of Customer Success operating models, including segmentation and scalable engagement strategies.

• Experience in creating and standardizing processes, playbooks, and performance frameworks.

• A strong data-driven approach, with the capability to convert insights into actionable and measurable results.

• Exceptional collaboration and leadership abilities, capable of aligning cross-functional teams.

• Excellent communication skills and executive presence, with experience in engaging senior stakeholders.

• Ability to operate effectively in complex, high-accountability environments.

• Experience in public sector, GovTech, or public safety SaaS environments is preferred.

🏝️ Benefits

• Competitive salary

• Comprehensive benefits offering

• Potential for variable compensation such as incentive plans or discretionary performance bonuses.