Director, Customer Success

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

📋 Description

• Oversee the customer lifecycle post-sale for all customer segments.

• Ensure that customers achieve measurable value, effectively adopt solutions, and renew and expand their usage over time.

• Develop and scale a high-performing Customer Success organization based on a “One Account, One Owner” model.

• Define engagement models for Customer Success, establish operating cadence, and ensure cross-functional alignment.

• Implement Customer Success strategies that align with the company's growth and retention goals.

• Create standardized motions for the customer lifecycle, including success planning, business reviews, adoption initiatives, and renewal readiness.

• Develop scalable processes and playbooks across Customer Success teams.

• Lead multi-tier engagement efforts across Strategic, State, Enterprise, and Transactional accounts.

• Operationalize a hub-and-spoke model and clarify roles within Customer Success and related teams.

• Manage the complete retention and renewals strategy, encompassing proactive renewal actions, procurement tracking, churn reduction, ARR retention, and pricing adjustments.

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

• Establish responsibility and handoffs among onboarding, Customer Success, and renewals.

• Act as an escalation point for high-risk or significant customer situations.

• Provide Voice of Customer insights to shape product roadmap and go-to-market strategies.

• Manage gross and net revenue retention across the customer portfolio.

• Define and operationalize metrics for Customer Success and Renewals.

• Lead the Renewals team and collaborate with Sales to drive expansion opportunities and maximize customer lifetime value.

• Identify risks of churn and implement targeted save strategies.

• Establish and maintain models for customer health scoring.

• Drive pipeline reviews, business reviews, renewal forecasts, and manage team performance.

• Ensure CRM data integrity and hygiene, including Salesforce management.

• Analyze performance trends and convert insights into process enhancements and program investments.

• Oversee automated customer engagement initiatives such as campaigns, webinars, lifecycle education, and newsletters.

• Communicate performance, risks, and strategic recommendations to GTM and Executive Leadership.

⛳️ Requirements

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

• Over 10 years of experience in Customer Success, Account Management, or similar SaaS positions.

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

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

• Strong knowledge of Customer Success operating models, including segmentation and scaled engagement strategies.

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

• Strong analytical skills with the ability to translate insights into actionable steps and measurable results.

• Exceptional collaboration and leadership abilities, with a talent for aligning cross-functional teams.

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

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

• Preferred experience in public sector, GovTech, or public safety SaaS environments.

• Candidates must have legal authorization to work in Canada.

• Must successfully obtain and maintain a Reliability security clearance.

• Obtaining and maintaining all required security clearances is a condition of employment.

🏝️ Benefits

• Comprehensive benefits package.

• Certain roles may qualify for variable compensation such as incentive plans or discretionary performance bonuses.

• Accommodations available upon request throughout all stages of the recruitment process.

• Barrier-free workplace.