Director, Engagement - Canada
On-siteToronto, Ontario, Canada
Job Summary
Define the engagement model for a vertical, setting standards for client adoption playbooks and multi-year change-management programs. Build operating rhythms including portfolio reviews, health inspections, and coaching cadences to sequence initiatives from rollout to firm-wide adoption. Coach the team to act as strategic advisors, reserving yourself for C-suite relationships to engage executive sponsors and surface high-impact opportunities. Partner with Leadership and cross-functional teams to accelerate client success and translate vertical feedback into product and enablement actions. Lead GTM handoffs and complex renewals while driving expansion opportunities. Own onboarding, adoption, and long-term value realization across every account, translating portfolio metrics into decisions that shape roadmap positioning.
Required Qualifications
- A consulting or transformation background, with a demonstrated track record of designing and delivering change-management programs inside large, complex organizations — and building and leading the teams — and leaders — that deliver them at scale.
- Experience building the standards and operating rhythms that scale tailored, client-level transformation roadmaps and adoption plans across a vertical and steering them to measurable outcomes.
- 10+ years in management consulting, customer success, account management, or a related field, with 5+ years managing client-facing teams — including other managers and team leads — ideally with exposure to high-growth B2B SaaS or Legal Tech.
- A track record of owning adoption, retention, and satisfaction across a vertical of enterprise clients and senior stakeholders — and of developing the people and leaders who deliver those outcomes.
- Experience working with legal, compliance, or other regulated and complex industries or the ability to learn a complex domain exceptionally fast.
- Strong operational discipline; you build inspection frameworks and run tight rhythms that keep multi-workstream initiatives moving across multiple teams and your clients confident.
- Excellent communication skills and strong executive presence — written, verbal, and interpersonal. You are trusted in the boardroom with C-suite and legal leaders, coach your team and leaders through them, and roll up your sleeves with hands-on teams.
- High EQ: you know when to listen, when to advise, when to coach and when to act — and when to step in versus let your team and leaders lead.
- A love of fast-paced, early-stage environments where you build the playbook, the team and the function, not just build for yourself.
- Deep data fluency; you read portfolio metrics and account health with rigor and use them to drive decisions across the vertical.
Desired Qualifications
- ideally with exposure to high-growth B2B SaaS or Legal Tech
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