Director, Customer Success

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Customer Success based in Canada.

This leadership role is responsible for driving customer success strategy and execution within a growing SaaS environment. The position oversees Customer Success, Implementation, and Customer Success Operations teams to deliver exceptional customer outcomes. The successful candidate will build scalable processes, strengthen operational excellence, and improve customer adoption, retention, and value realization. This role combines strategic leadership with hands-on execution, requiring a strong ability to coach teams while optimizing systems and workflows. The Director will use data, automation, and AI-driven approaches to improve efficiency and enhance customer experiences. Working cross-functionally with multiple business teams, this role will help shape customer-focused initiatives and support continued organizational growth.

Accountabilities:: The Director, Customer Success will lead the development of customer-focused strategies, operational frameworks, and high-performing teams. This role requires balancing executive-level planning with practical execution to improve customer outcomes, team performance, and business impact.

Lead, coach, and develop Customer Success, Implementation, and Customer Success Operations teams, establishing clear expectations, accountability, and growth opportunities.

Build and optimize customer success operating models, including performance metrics, workflows, reporting structures, and operational cadences.

Drive customer adoption, value realization, retention, renewal readiness, and proactive risk management strategies.

Provide executive support for strategic, complex, and high-priority customer relationships.

Oversee implementation processes to ensure successful launches, strong customer onboarding experiences, training effectiveness, and smooth transitions into ongoing success management.

Partner with operations teams to improve customer insights, reporting accuracy, enablement resources, and knowledge management.

Use customer data and operational analytics to identify trends, recommend improvements, and support leadership decision-making.

Identify opportunities to simplify processes, automate repetitive work, and improve team efficiency through technology and AI adoption.

Collaborate closely with Sales, Account Management, Product, Engineering, Support, Finance, and Operations teams to represent customer needs and influence business priorities.

Build a culture focused on ownership, collaboration, transparency, continuous improvement, and exceptional customer experiences.

Requirements:

The ideal candidate is an experienced customer success leader with a strong SaaS background, proven people management capabilities, and the ability to scale customer operations in a dynamic environment.

8+ years of experience in Customer Success, customer operations, implementation, account management, or related SaaS functions.

4+ years of experience leading customer-facing teams and developing high-performing professionals.

Demonstrated success improving customer retention, adoption, satisfaction, and operational performance.

Experience scaling teams, processes, and customer programs during periods of organizational growth or change.

Strong knowledge of Customer Success operations, performance measurement, customer health management, and scalable processes.

Proven ability to manage strategic accounts and engage effectively with executive stakeholders.

Experience leading or partnering closely with implementation and customer operations teams.

Ability to transform customer data and reporting into actionable insights and business recommendations.

Strong cross-functional collaboration skills with experience working across Sales, Product, Engineering, Support, Finance, and Operations.

Practical experience using AI tools, automation, and technology solutions to improve productivity and customer workflows.

Excellent leadership, communication, analytical thinking, prioritization, and problem-solving skills.

Experience with Customer Success platforms or CRM tools such as Gainsight, Salesforce, HubSpot, or similar solutions is preferred.

Benefits:

Competitive annual base compensation range of $115,000–$135,000 CAD, depending on experience, skills, and performance.

Fully remote work environment with flexible working hours.

Extended medical and dental benefits.

Healthcare spending account.

Annual health and wellness allowance to support overall wellbeing.

Employee assistance program (EAP).

Flexible unlimited time off policy based on trust and accountability.

Mentorship and professional development opportunities.

Opportunity to work in a high-growth environment with meaningful customer impact.

Inclusive, collaborative culture focused on ownership, innovation, and team success.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1