Director of Client Success
On-siteSurrey, British Columbia, Canada
Job Summary
Lead the regional Technical Account Manager (TAM) team, managing performance, development, succession planning, and recruitment while driving customer retention, satisfaction, and account growth. Establish engagement strategies, monitor risk indicators, and serve as the senior escalation point for critical customer concerns, coordinating cross-functional teams to resolve issues. Provide oversight for strategic account planning, ensuring TAMs maintain roadmaps and business reviews aligned with customer objectives. Build executive-level relationships, partner with sales and service leaders to align delivery with regional priorities, and analyze metrics to identify trends and improvement initiatives. Contribute to regional strategic planning with customer insights and market intelligence to support revenue growth and operational excellence.
Required Qualifications
- 7-10 years of progressive leadership experience in account management, customer success, managed services, professional services, or related customer-facing functions
- Experience leading customer-facing teams and developing high-performing employees in a service-oriented environment
- Demonstrated success managing strategic customer relationships, retention programs, and account growth initiatives
- Strong business and financial acumen with the ability to align customer outcomes to organizational objectives
- Proven ability to influence cross-functional teams, lead through complex customer situations, and drive accountability across multiple stakeholders
- Exceptional communication, relationship management, negotiation, and executive presentation skills
Desired Qualifications
- Experience operating within high-growth, acquisition-focused, or multi-location organizations is considered an asset
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.