Director, Customer Success
New
J
JobgetherSaaS
CanadaFull-TimeDirector
Salary115,000 - 135,000 CAD per year
Apply NowOpens the employer's application page
Job Details
- Experience
- 8+ years of experience in Customer Success, customer operations, implementation, account management, or related SaaS functions; 4+ years of experience leading customer-facing teams.
- Required Skills
- Artificial IntelligenceData AnalysisPeople ManagementSalesforceCustomer SuccessSaaSHubSpotCRM
Requirements
- 8+ years of experience in Customer Success, customer operations, implementation, or account management in a SaaS environment.
- 4+ years of experience leading customer-facing teams and developing high-performing professionals.
- Proven success in improving customer retention, adoption, and satisfaction.
- Experience scaling teams, processes, and customer programs during organizational growth.
- Strong knowledge of Customer Success operations, performance measurement, and health management.
- Proven ability to manage strategic accounts and engage with executive stakeholders.
- Experience leading or partnering closely with implementation and operations teams.
- Ability to transform customer data and reporting into actionable business recommendations.
- Strong cross-functional collaboration experience across Sales, Product, Engineering, and Finance.
- Practical experience using AI tools, automation, and technology solutions to improve workflows.
- Excellent leadership, analytical, and problem-solving skills.
- Experience with Customer Success platforms or CRM tools such as Gainsight, Salesforce, or HubSpot is preferred.
Responsibilities
- Lead, coach, and develop Customer Success, Implementation, and Customer Success Operations teams.
- Build and optimize customer success operating models, performance metrics, and workflows.
- Drive customer adoption, value realization, retention, and proactive risk management.
- Provide executive support for strategic, complex, and high-priority customer relationships.
- Oversee implementation processes to ensure successful launches and onboarding.
- Partner with operations teams to improve customer insights, reporting, and enablement.
- Analyze customer data to identify trends and influence business decision-making.
- Identify and implement automation and AI solutions to improve team efficiency.
- Collaborate across Sales, Product, Engineering, Support, and Finance to represent customer needs.
- Foster a culture of ownership, transparency, and continuous improvement.
View Full Description & ApplyYou'll be redirected to the employer's site
