Director of Customer Success

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director of Customer Success in Canada.

This leadership role is responsible for shaping and executing the global customer success and support strategy for a fast-growing enterprise SaaS organization. You will oversee the full post-sales customer journey, ensuring strong adoption, retention, and long-term value realization across a diverse global customer base. Acting as a strategic partner to executive clients, you will build trusted relationships while driving proactive engagement and account growth. The role also includes ownership of global support operations, ensuring high-quality service delivery, efficient issue resolution, and continuous improvement across customer-facing processes. You will collaborate closely with product, engineering, and sales teams to align customer feedback with product evolution and business priorities. This is a high-impact leadership position that combines operational excellence, strategic thinking, and customer advocacy in a remote-first environment.

• Define and execute customer success strategies focused on retention, product adoption, customer satisfaction, and expansion opportunities.
• Build and maintain strong executive-level relationships with key enterprise customers, ensuring long-term partnership value.
• Oversee global customer support operations, ensuring SLA compliance, efficient issue resolution, and high-quality service delivery.
• Lead escalation management processes, including high-severity incidents and executive customer communications when needed.
• Monitor and analyze customer health metrics, usage patterns, and renewal readiness to proactively mitigate risks.
• Collaborate with product and engineering teams to prioritize customer-impacting issues and influence roadmap decisions.
• Drive continuous improvement of support workflows, leveraging data, automation, and AI to enhance efficiency and customer experience.
• Partner with sales and account teams to identify growth, upsell, and expansion opportunities within existing accounts.
• Lead, coach, and develop customer success and support teams, fostering a high-performance and customer-centric culture.

Requirements:

• 8+ years of experience in Customer Success, Technical Support, SaaS operations, or enterprise customer management roles.
• 3+ years of leadership experience managing customer-facing teams in a SaaS or enterprise technology environment.
• Strong expertise in customer lifecycle management, enterprise account engagement, and support operations.
• Proven ability to manage executive-level relationships and handle complex escalations in high-stakes environments.
• Experience working with CRM, support, and analytics platforms such as Zendesk, Azure DevOps, or equivalent tools.
• Strong analytical mindset with the ability to interpret customer data and drive actionable insights.
• Excellent communication, stakeholder management, and cross-functional collaboration skills.
• Ability to lead teams in a fast-paced, remote, and globally distributed environment.

Benefits:

• Competitive salary range of CAD 110,000 – 130,000, depending on experience.
• Fully employer-paid medical, dental, and vision coverage starting from day one.
• 3 weeks of vacation plus 5 personal days annually.
• Employee stock ownership and retirement savings matching programs (RRSP/401k).
• Remote-first work environment with flexibility and work-life balance.
• Lifestyle rewards and additional employee well-being benefits.
• Opportunity to lead global customer success strategy in a high-growth SaaS environment.
• Exposure to innovative AR and AI-driven enterprise solutions used across critical industries.