Director, Customer Success

📋 Description

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

• Based on broader corporate goals, define pertinent metrics and KPIs, providing regular performance reports.

• Continuously enhance departmental processes to ensure that effort levels correspond with customer value.

• Work in partnership with sales, marketing, and channel development teams to optimize efficiency.

• Improve service tools and options to guarantee sufficient resources are accessible for all tiers.

• Oversee team schedules to maintain adequate staffing in alignment with SLAs.

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

⛳️ Requirements

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

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

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

• Outstanding organizational and project management capabilities.

• Mastery of CRM and service desk tools.

• Strong analytical abilities and comfort in utilizing data for informed decision-making.

• Excellent written and verbal communication skills.

• Experience in mentoring and managing a growing remote team.

• Comfort in collaborating across functions with product, development, and leadership teams.

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

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

• Proficiency in French would be an asset.

• Must reside in Canada.

🏝️ Benefits

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