Director, Customer Success NAMER/APAC (Hybrid)
$280,000–$320,000 year
HybridToronto, Ontario, Canada
Job Summary
Own customer retention and long-term health across the NAMER/APAC region by driving adoption, enablement, and proactive account management with Fortune 500 clients. Lead a high-performing team of Customer Success Managers, coach on complex escalations, and forecast renewal risks while personally engaging executive sponsors. Build scalable programs and playbooks that ensure consistent engagement across regions, collaborating closely with EMEA leadership to align strategies and processes. Serve as the voice of the customer, influencing product roadmaps and partnering with Sales and Marketing to identify upsell opportunities. This hybrid role reports to the SVP, Customer Experience, with a salary range of 280K-320K CAD.
Required Qualifications
- 10+ years of experience in Customer Success or Account Management within enterprise software
- at least 5 years in a leadership role
- Strong commercial acumen
- deep experience supporting strategic renewals
- long-term customer retention
- Strong analytical mindset
- ability to use data to drive decisions
- Experience leading organizational change
- building scalable customer programs
- Exceptional communication skills
- interpersonal skills
- organizational skills
- Experience working across multiple global regions
- collaborating with distributed teams
- Willingness to travel approximately 10–15%
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