Customer Success Director - Enterprise

Plume Design, Inc.; Toronto; Hybrid; CAD 100,000 - 140,000; Full time

Job summary

A leading technology firm is looking for a highly motivated Customer Success Director to oversee enterprise accounts in Toronto. You will drive product adoption, ensure customer satisfaction, and develop strategic success plans. The ideal candidate has 15 years of experience in Customer Success within a B2B SaaS environment and is skilled in stakeholder management. This hybrid role requires onsite presence three days a week.

Qualifications

• 15 years of experience in Customer Success, Account Management, or Solution Consulting in a B2B SaaS environment.
• Proven ability to manage complex enterprise relationships with C-level stakeholders.
• Excellent communication, presentation, and stakeholder management skills.

Responsibilities

• Own the post-sale relationship with enterprise customers.
• Develop strategic success plans aligned with customer business goals and KPIs.
• Drive product adoption and usage through proactive engagement.

Skills

Customer Success Management

Account Management

Stakeholder Management

Analytical Skills

Problem Solving

Communication Skills

Presentation Skills

Job description

Customer Success Director – Enterprise Accounts
Location : [On-site-Toronto]

We are seeking a highly motivated and experienced Customer Success Director to join our team and support our growing portfolio of enterprise clients, representing Plume onsite at the customer's location. As a CSM, you will be the strategic partner and advocate for some of our most important customers, driving product adoption, ensuring business outcomes, and fostering long-term partnerships. You’ll collaborate closely with Sales, Product, Support, and Engineering to deliver an exceptional customer experience that drives satisfaction, renewal, and expansion.

Responsibilities

• Own the post-sale relationship with enterprise customers, guiding them from onboarding to renewal.
• Embed yourself onsite with the customer to help identify functions / use cases that can realize the value of the platform, as well as help the customer solve business problems using data.
• Develop strategic success plans aligned with customer business goals and KPIs.
• Drive product adoption and usage through proactive engagement, training, and education.
• Conduct regular QBRs (Quarterly Business Reviews) and performance check-ins with key stakeholders.
• Act as a trusted advisor, identifying opportunities for upsell, expansion, and value realization.
• Act as the customer’s voice internally, influencing product roadmap, UX priorities, and service delivery.
• Collaborate with Support and Engineering teams on issue resolution and ensure timely escalations.
• Gather product feedback and insights to inform internal roadmap discussions.
• Monitor account health, usage metrics, and engagement data to mitigate churn risks.
• Contribute to CS team initiatives, playbook development, and process improvements.

Qualifications

• 15 years of experience in Customer Success, Account Management, or Solution Consulting in a B2B SaaS environment.
• Proven ability to manage complex enterprise relationships with C-level stakeholders.
• Excellent communication, presentation, and stakeholder management skills.
• Strong analytical and problem-solving capabilities.
• Self-starter with a bias for action and a passion for customer-centricity.
• Domain expertise in the industry.

Please note that this is a hybrid position, requiring 3 days a week of work in our customer's Toronto office.

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