Director, Customer Success
$115,000–$135,000 year
RemoteCanada
Job Summary
Lead, coach, and develop the Customer Success, Implementation, and Customer Success Operations teams while establishing clear performance expectations and operating cadences to drive adoption, retention, and renewal readiness. Ensure customer risks are identified early with actionable recovery plans and provide executive sponsorship for strategic, complex, and at-risk relationships. Oversee new-customer implementation quality, time-to-value, and training, then partner with operations to improve CSM enablement, reporting, and the knowledge base. Use data to identify trends, prioritize actions, and simplify processes to automate manual work and enhance AI usage for workflow efficiency. Represent the customer perspective in cross-functional planning with Account Management, Sales, Product, Engineering, and Finance to build a high-performance culture grounded in ownership and transparency.
Required Qualifications
- 8+ years of experience in Customer Success, customer operations, implementation, account leadership, or a related SaaS function
- 4+ years of people leadership experience, including coaching and holding experienced customer-facing professionals accountable
- Demonstrated success improving customer retention, adoption, health, and team performance
- Experience leading teams through organizational growth, operational change, or evolving processes
- Strong ability to prioritize, simplify work, and improve outcomes in a resource-conscious environment
- Experience establishing Customer Success operating cadences, performance measures, and scalable processes
- Strong strategic account management and executive customer engagement experience
- Experience leading or closely partnering with Implementation and Customer Success Operations
- Ability to turn reporting and customer data into meaningful insights and action
- Strong cross-functional leadership skills, particularly with Sales, Account Management, Product, Engineering, Support, and Finance
- Practical experience using AI and automation to improve personal productivity, team effectiveness, or customer workflows
- Strong executive communication, analytical thinking, judgment, and follow-through
- Experience with Gainsight, Salesforce, HubSpot, or a comparable Customer Success or CRM platform
Desired Qualifications
- Gainsight experience is a plus
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