Director, Customer Success Management

About the role

This remote, Canada‑based position leads the Customer Success organization for a fast‑growing B2B technology company. The Director will shape and execute a high‑impact strategy that drives retention, expansion, and long‑term value for enterprise customers.

Key responsibilities

• Define and implement a comprehensive customer success strategy aligned with retention, expansion, and satisfaction goals.
• Set, monitor, and report on KPIs and success metrics for the Customer Success team.
• Lead, coach, and develop a high‑performing team of Customer Success Managers, overseeing career growth and performance.
• Manage the full customer lifecycle—including onboarding, adoption, renewal, and expansion—to ensure seamless experiences.
• Act as escalation point for strategic accounts and resolve complex issues.
• Partner with Sales, Product, and Marketing to uncover growth opportunities and improve outcomes.
• Drive Net Revenue Retention through upsell, cross‑sell, and renewal initiatives.
• Implement and optimize customer success platforms and CRM systems such as Gainsight and Salesforce.
• Create scalable playbooks, workflows, and journey frameworks to increase efficiency.

Required profile

• 8‑10+ years in Customer Success, Account Management, or related fields.
• 3‑5+ years of leadership experience managing client‑facing teams.
• Proven record of improving retention, satisfaction, and revenue expansion in a B2B SaaS environment.
• Strong data‑driven mindset with ability to translate KPIs into actionable plans.
• Excellent communication and executive‑level presentation skills.
• Experience scaling Customer Success operations in high‑growth settings.

Required skills

• Gainsight
• Totango
• Salesforce