Director, Customer Success

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

📋 Description

• Supervise all facets of the Customer Success department, encompassing frontline support, account success, and escalations.

• Build upon broader corporate goals by defining relevant metrics and KPIs and providing regular performance updates.

• Continually enhance departmental processes, ensuring that effort levels correspond with customer value.

• Collaborate with sales, marketing, and channel development initiatives to optimize efficiency.

• Refine service tools and options to guarantee adequate resources for all tiers.

• Oversee team schedules to ensure appropriate staffing in line with SLAs.

• Represent the organization at industry events, engaging with customers and identifying opportunities for product and service improvements.

⛳️ Requirements

• 8+ years of experience in progressively senior customer success roles, ideally within SaaS or B2B sectors.

• 4+ years of experience successfully leading customer success teams and departments.

• Proven expertise in establishing and driving key SaaS metrics (e.g., CSAT/NPS, LTV, churn).

• Outstanding organizational and project management skills.

• In-depth knowledge of CRM and service desk tools.

• Strong analytical abilities and comfort utilizing data to inform decision-making.

• Excellent written and verbal communication skills.

• Experience mentoring and managing a growing remote team.

• Ability to collaborate effectively across functions with product, development, and leadership teams.

• Post-secondary education in a related field is preferred.

• Willingness and ability to travel across Canada and to the US periodically.

• Proficiency in French would be an asset.

• Must be a resident of Canada.

🏝️ Benefits

• Accommodations are available upon request for candidates participating in all aspects of the selection process.