Director, Customer Success Management Full Time

This leadership role is responsible for defining and executing a high-impact customer success strategy focused on retention, expansion, and long-term customer value across a B2B technology environment.

The Director of Customer Success Management will lead and scale a team of Customer Success Managers, ensuring strong customer relationships, consistent adoption, and measurable business outcomes.

The role plays a critical part in driving Net Revenue Retention (NRR) by aligning customer engagement strategies with broader sales, product, and marketing objectives.

It involves building scalable success frameworks, optimizing customer lifecycle processes, and strengthening the overall customer experience.

The position also serves as a key voice of the customer internally, influencing product direction and executive decision-making.

This is a remote role based in Canada within a fast-growing, customer-centric organization.

Accountabilities

• Develop and execute a comprehensive customer success strategy aligned with retention, expansion, and satisfaction goals
• Define and track key performance indicators (KPIs) and success metrics for the Customer Success organization
• Lead, coach, and develop a high-performing team of Customer Success Managers, including career development and performance management
• Oversee customer onboarding, adoption, renewal, and expansion processes to ensure seamless lifecycle management
• Act as an escalation point for key customer relationships and ensure resolution of complex issues
• Collaborate with Sales, Product, and Marketing teams to identify growth opportunities and improve customer outcomes
• Drive Net Revenue Retention (NRR) by supporting upsell, cross-sell, and renewal strategies
• Implement and optimize customer success platforms and CRM systems (e.g., Gainsight, Salesforce)
• Build scalable playbooks, workflows, and customer journey frameworks to improve efficiency and consistency
• Analyze customer data and feedback to identify trends and inform product and experience improvements

Requirements

• 8-10+ years of experience in Customer Success, Account Management, or related roles
• 3-5+ years of leadership experience managing Customer Success or client-facing teams
• Proven track record of improving retention, customer satisfaction, and revenue expansion in a B2B SaaS or technology environment
• Strong experience with Customer Success platforms (e.g., Gainsight, Totango) and CRM tools such as Salesforce
• Deep understanding of customer lifecycle management, segmentation, and success planning
• Strong data-driven mindset with ability to interpret KPIs and translate insights into action
• Excellent communication, presentation, and interpersonal skills with executive-level stakeholders
• Ability to influence cross-functional teams without direct authority
• Experience scaling Customer Success operations in a high-growth environment
• Bachelor’s degree in Business, Marketing, or related field (MBA considered an asset)

Benefits

• Competitive salary range: CAD 136,878 – 205,316
• Remote work flexibility within Canada
• Comprehensive health and wellness benefits
• Paid time off and flexible work arrangements
• Career growth opportunities in a high-growth, global organization
• Exposure to executive-level strategy and customer impact initiatives
• Opportunity to lead and scale a high-performing Customer Success organization
• Collaborative and customer-focused company culture

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?

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