Director, Customer Success

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Lead and cultivate the Account Management team.

• Take ownership of customer retention, renewals, and expansion results for enterprise customers.

• Assess customer health, proactively mitigate risks, and pinpoint growth opportunities.

• Collaborate with the VP of Customer Success to enhance team structures, customer coverage models, and operational processes.

• Drive organizational and operational transformations to boost efficiency, team performance, and customer satisfaction.

• Advocate for AI, automation, and cutting-edge technologies to optimize workflows and improve customer results.

• Work in partnership with Sales, Product, RevOps, and other departments to address customer needs and synchronize priorities.

• Tackle complex challenges and implement solutions with independence and sound judgment.

• Support global Customer Success operations and ensure consistent service delivery across regions.

• Mentor and develop leaders and team members within Account Management.

• Recognize opportunities for professional growth and succession planning.

• Lead during transitions while sustaining team engagement and a focus on achieving results.

⛳️ Requirements

• Extensive leadership experience in enterprise SaaS Customer Success or Account Management, including oversight of managers.

• Demonstrated success in enhancing customer retention, renewals, and expansion revenue in a high-touch enterprise customer framework.

• Experience in leading and scaling global or multi-regional teams.

• Proficient in managing organizational change and evolving customer coverage models.

• Strong commercial insight and acumen.

• Ability to develop high-performing teams, influence cross-functional partners, and make independent choices.

• Background in a scaling SaaS company, ideally within the $30M to $100M ARR bracket.

• Comfortable collaborating across global time zones, especially with teams and clients in North America and Europe.

• Experience collaborating with customer support or technical support teams (preferred).

• Knowledge of retail technology or understanding of retail store operations (preferred).

• Familiarity with Gainsight, Catalyst, or Salesforce (preferred).

• Experience utilizing AI or automation to enhance Customer Success operations (preferred).

• Ability to work East Coast hours to facilitate collaboration with European teams.

• Must reside in the US or Canada.

• Must possess legal authorization to work in Canada or the United States.

• Willingness to travel up to 25% may be necessary.

🏝️ Benefits

• Remote-first culture and fully remote work options.

• Stock options available.

• Flexible time-off policy.

• Monthly coffee-shop stipend.

• Fully paid one-month sabbatical after five years of service.

• Comprehensive medical, dental, and vision insurance.

• Annual company off-site events.

• Paid day off each quarter for volunteering activities.

• Unlimited access to Udemy Business for professional development.

• Career development discussions with your manager.

• Salary multipliers of 5 to 10% based on the cost of living, depending on location.