Director, Customer Success Managers
New
G
G-PB2B SaaS
Canada - Ontario (Remote- First)Full-TimeDirector
SalaryThe annual gross fixed pay range for this position is CAD 140,000.00 - CAD 175,000.00 plus variable compensation (base and bonus tied to book gross retention and NRR, including seller-sourced deals).
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Job Details
- Experience
- 10+ years of experience in Customer Success or Account Management within B2B SaaS or global services; 5+ years of experience leading and managing people managers.
- Required Skills
- People ManagementSalesforceCustomer SuccessAccount Management
Requirements
- 10+ years of experience in Customer Success or Account Management within B2B SaaS or global services.
- 5+ years of experience leading and managing people managers.
- Proven track record of protecting and expanding a large customer book and driving measurable gains in gross retention and NRR.
- Demonstrated experience leading distributed teams across multiple regions and time zones.
- Hands-on experience designing and implementing tiered coverage models, playbooks, and scalable CS operational frameworks.
- Strong executive presence with enterprise customers and executive leadership.
- Fluency with Salesforce and customer health data platforms or telemetry.
- Preferred: experience in Employer of Record (EOR), HR tech, payroll, or global expansion industries.
Responsibilities
- Lead, hire, and coach Managers of Customer Success across the Americas, EMEA, and APAC.
- Set global account coverage models by tier and manage annual book re-tiering.
- Standardize tier-specific Customer Success playbooks.
- Oversee portfolio renewals and transition legacy evergreen agreements to standard contractual terms.
- Lead weekly and monthly risk and churn reviews with Revenue leadership.
- Maintain real-time account health signals and remediation plans for at-risk accounts.
- Establish rules of engagement with Account Management for renewals, natural expansion, and seller collaboration.
- Ensure upsell and cross-sell leads and credit are properly recorded in Salesforce.
- Track and report retention, NRR, and portfolio risk metrics to the VP of Global Customer Success and Revenue leadership.
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