Director of 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 of Customer Success based in Canada.

This is a high-impact leadership opportunity for a customer-focused professional to own the strategy and execution of the post-sale customer experience. The role will drive retention, expansion, adoption, and long-term customer value across a growing B2B SaaS environment. You will combine strategic leadership with hands-on engagement, stepping into key accounts when needed to resolve challenges and accelerate outcomes. A major focus will be building scalable Customer Success frameworks, playbooks, health-scoring processes, and lifecycle standards. You will lead and develop a growing CS team while partnering closely with Sales, Product, Engineering, and executive leadership. Success will be measured through meaningful business outcomes, particularly net revenue retention, churn reduction, adoption, and expansion revenue. This is an ideal role for an autonomous, player-coach leader who thrives in fast-moving, high-growth environments.

Accountabilities: Own overall Customer Success strategy, retention, and expansion targets, with direct accountability for net revenue retention (NRR) and churn outcomes.

Drive customer adoption by increasing both the breadth and depth of product usage across accounts.

Coach, enable, and support the Customer Success team while personally engaging with strategic accounts when additional leadership or intervention is required.

Lead, develop, and scale the Customer Success organization, including hiring and onboarding future team members.

Build and continuously refine a scalable Customer Success playbook covering onboarding, adoption, renewal, expansion, and ongoing account management.

Establish success plans, customer health-scoring frameworks, account management standards, and other processes that improve customer outcomes.

Partner closely with Sales, Product, Engineering, and other teams to communicate customer needs and represent the voice of the customer.

Maintain accurate customer health visibility, forecasting, and reporting through HubSpot, Salesforce, or comparable CRM platforms.

Identify customer risks and expansion opportunities proactively and present actionable recommendations to senior leadership.

Develop processes that are directly connected to measurable retention, adoption, and expansion outcomes rather than administrative activity alone.

Requirements

Proven experience leading Customer Success within a B2B SaaS environment, including experience managing and developing teams.

Demonstrated success owning retention and expansion metrics and coaching teams toward consistent performance against business targets.

Hands-on leadership approach with the ability to personally step into strategic or complex customer situations while continuing to lead effectively through the broader team.

Experience developing or improving Customer Success processes and playbooks in an early-stage, high-growth, or rapidly evolving environment.

Strong understanding of the complete customer lifecycle, including onboarding, adoption, renewal, retention, and expansion.

Consultative mindset with the ability to ask insightful questions, uncover customer challenges, and recommend practical solutions.

High degree of autonomy, accountability, and initiative, with the ability to identify priorities and take action without extensive direction.

Strong proficiency with HubSpot, Salesforce, or similar CRM and customer management platforms.

Excellent written and spoken English, with the ability to communicate effectively with customers, executives, and cross-functional teams.

Experience with customer health-scoring or Customer Success platforms such as Gainsight, Vitally, or similar tools is a plus.

Familiarity with partner-led or channel-influenced Customer Success models is an advantage.

Benefits

Opportunity to build and lead a Customer Success organization within a fast-growing SaaS environment.

Direct collaboration with founders and senior leadership, with meaningful influence over Customer Success strategy and company growth.

Opportunity to shape scalable processes and long-term customer relationship strategies from an early stage.

Work within a profitable, high-growth organization with strong market momentum.

High level of ownership, autonomy, and entrepreneurial responsibility.

Collaborative culture focused on impact, accountability, and practical execution.

Fully remote work environment.

Schedule must accommodate US East Coast working hours.

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