Director, Customer Success Management
New
Remote work flexibility within CanadaFull-TimeDirector
Salary136,878 - 205,316 CAD per year
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Job Details
- Experience
- 8–10+ years of experience in Customer Success, Account Management, or related roles; 3–5+ years of leadership experience
- Required Skills
- SalesforceAccount ManagementCustomer Success
Requirements
- 8–10+ years of experience in Customer Success, Account Management, or related roles
- 3–5+ years of leadership experience managing Customer Success or client-facing teams
- Proven track record of improving retention, customer satisfaction, and revenue expansion in a B2B SaaS or technology environment
- Strong experience with Customer Success platforms (e.g., Gainsight, Totango)
- Strong experience with CRM tools such as Salesforce
- Deep understanding of customer lifecycle management, segmentation, and success planning
- Strong data-driven mindset with ability to interpret KPIs
- Excellent communication, presentation, and interpersonal skills with executive-level stakeholders
- Ability to influence cross-functional teams
- Experience scaling Customer Success operations in a high-growth environment
- Bachelor’s degree in Business, Marketing, or related field (MBA considered an asset)
Responsibilities
- Develop and execute a comprehensive customer success strategy aligned with retention, expansion, and satisfaction goals
- Define and track key performance indicators (KPIs) and success metrics for the Customer Success organization
- Lead, coach, and develop a high-performing team of Customer Success Managers
- Oversee customer onboarding, adoption, renewal, and expansion processes
- Act as an escalation point for key customer relationships
- Collaborate with Sales, Product, and Marketing teams
- Drive Net Revenue Retention (NRR)
- Implement and optimize customer success platforms and CRM systems
- Build scalable playbooks, workflows, and customer journey frameworks
- Analyze customer data and feedback to inform product and experience improvements
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