Director, Customer Success Managers

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

📋 Description

• Take ownership of gross retention and Net Retention Rate (NRR) for all designated G-P accounts and any account valued over $75K.

• Lead, recruit, and mentor Managers of Customer Success across the Americas, EMEA, and APAC regions.

• Develop and manage global account coverage models by tier while overseeing the annual book re-tiering process.

• Standardize Customer Success Manager playbooks specific to each tier.

• Supervise portfolio renewals and transition legacy evergreen agreements to standardized contractual terms.

• Conduct weekly and monthly risk and churn assessments with Revenue leadership.

• Maintain up-to-date health signals and remediation strategies for accounts at risk.

• Establish engagement protocols with Account Management concerning renewals, expansion, upsell and cross-sell opportunities, as well as Salesforce credit documentation.

• Monitor and report on retention, NRR, and portfolio risk metrics to the VP of Global Customer Success and Revenue leadership.

• Collaborate with Account Management, Global Implementation, Essentials and Channels, Operations, Finance, Product, and CS Ops teams.

⛳️ Requirements

• Over 10 years of experience in Customer Success or Account Management within B2B SaaS or global services.

• More than 5 years of experience in leading and managing people managers.

• Proven ability to protect and expand a substantial customer base while driving measurable improvements in gross retention and NRR.

• Demonstrated experience in managing distributed teams across various regions and time zones.

• Practical experience in designing and implementing tiered coverage models, playbooks, and scalable Customer Success operational frameworks.

• Strong executive presence when engaging with both enterprise customers and executive leadership.

• Proficient in Salesforce and customer health data platforms/telemetry.

• Previous experience in the Employer of Record (EOR), HR tech, payroll, or global expansion sectors is preferred.

🏝️ Benefits

• Variable compensation linked to book gross retention and NRR, including deals sourced by sellers.

• Annual bonus for non-sales positions, based on both individual and company performance.

• Generous paid parental leave policy.

• Flexible time off options.

• Spending accounts available.

• Comprehensive medical insurance.

• Dental insurance coverage.

• Vision insurance provided.

• Opportunity for a sabbatical after 5 years of service.