Director, Customer Success

Jobgether; Canada; Remote; CAD 185,000 - 226,000; Full time

Benefits offered by this job

Stock options

Fully remote-first environment

Flexible PTO policy

Professional development resources

Job summary

Jobgether is seeking a Director, Customer Success based in Canada (Remote) to lead the Account Management function for enterprise clients. You will drive retention, renewals, and expansion, while scaling a global CS organization and championing AI-driven improvements.

You will collaborate with Sales, Product, and RevOps, coaching leaders and teams across regions to ensure superior customer outcomes and measurable value from the platform.

Qualifications

• Significant leadership experience in enterprise SaaS Customer Success or related function.
• Proven experience managing managers and developing high-performing teams in complex environments.
• Demonstrated success driving retention, renewals, satisfaction, and expansion in a high-touch model.
• Experience leading and scaling global or multi-region teams and evolving coverage strategies.
• Strong commercial acumen balancing relationships, strategy and revenue.

Responsibilities

• Lead and develop the Account Management team to drive customer satisfaction and retention.
• Own renewals, expansion, and long-term value across enterprise accounts.
• Build trusted relationships with senior stakeholders in large international clients.
• Monitor health, engagement, and satisfaction; mitigate risks to prevent churn.
• Identify opportunities for upsell and cross-sell aligned to business priorities.
• Partner with senior leaders to evolve organizational structures and coverage models.
• Drive organizational transformation to improve productivity and scalability.
• Champion AI, automation, and emerging tech to streamline workflows.
• Collaborate with Sales, Product, RevOps and other functions to align priorities.
• Serve as senior decision-maker navigating complex customer and operational challenges.
• Support global CS operations across regions and time zones.
• Coach and mentor Account Management leaders and teams.

Skills

Leadership

Account Management

Customer Success

Strategic thinking

Stakeholder management

Team development

Cross-functional collaboration

Global/multi-region teams

Remote/distributed teams

Travel readiness

Tools

Gainsight

Salesforce

Catalyst

Job description

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Director, Customer Success based in Canada (Remote).

As Director, Customer Success, you will play a strategic leadership role in driving customer satisfaction, retention, and long-term revenue growth across an enterprise client portfolio. You will lead and develop the Account Management function, building trusted relationships with major international customers and ensuring they consistently realize measurable value from the platform. Working closely with senior leadership, you will help shape customer success strategies, optimize operational processes, and scale global team structures. You will also champion the use of AI, automation, and emerging technologies to improve operational efficiency and enhance customer experiences. This position combines strategic decision-making with hands‑on leadership in a fast‑growing SaaS environment. It offers an exciting opportunity to influence business growth, develop high‑performing teams, and contribute to the evolution of a globally distributed organization.

Accountabilities:

• Lead, manage, and develop the Account Management team, fostering a high-performance culture built around customer satisfaction, accountability, collaboration, and continuous improvement.
• Own customer retention, contract renewals, and expansion revenue across a portfolio of enterprise accounts, ensuring long‑term customer value and sustainable business growth.
• Develop and maintain strong, trusted relationships with senior customer stakeholders, particularly within large enterprise and international retail organizations.
• Monitor customer health, engagement, and satisfaction indicators, proactively identifying potential risks and implementing strategies to improve retention and prevent churn.
• Identify opportunities for account growth, upselling, and cross‑selling while aligning customer objectives with broader commercial priorities.
• Partner with the VP of Customer Success to evolve organizational structures, account coverage models, and operational processes as the business expands.
• Lead organizational transformation and operational improvements to increase team productivity, scalability, and consistency across the customer experience.
• Champion the adoption of AI‑powered tools, automation, and emerging technologies to streamline workflows, improve team capacity, and strengthen customer outcomes.
• Collaborate closely with Sales, Product, Revenue Operations (RevOps), and other cross‑functional teams to represent customer needs and ensure alignment on business priorities.
• Act as a senior decision‑maker, independently navigating complex customer and operational challenges while identifying practical, commercially sound solutions.
• Support the development and optimization of global Customer Success operations, ensuring consistent service quality across different regions and time zones.
• Coach and mentor Account Management leaders and team members, supporting professional development, succession planning, and leadership growth.
• Lead teams through organizational changes, maintaining engagement, transparency, and alignment around strategic objectives.
• Establish clear performance expectations and accountability frameworks to ensure the team consistently delivers strong customer relationships, retention results, and expansion revenue.
• Travel when required, potentially up to 25% of working time.

Requirements:

• Significant leadership experience in enterprise SaaS Customer Success, Account Management, or a related commercial function.
• Proven experience managing managers and developing high‑performing teams within complex enterprise customer environments.
• Demonstrated success driving customer retention, contract renewals, customer satisfaction, and expansion revenue within a high‑touch customer success model.
• Experience leading and scaling global or multi‑region teams, including managing organizational transformations and evolving customer coverage strategies.
• Strong commercial and business acumen, with the ability to balance customer relationship management, strategic priorities, and revenue objectives.
• Excellent leadership, coaching, and mentoring capabilities, with a track record of developing talent and building accountable, collaborative teams.
• Strong stakeholder management and communication skills, with the ability to influence senior executives and collaborate effectively across multiple departments.
• Sound judgment, strategic thinking, and the ability to make independent decisions in a fast‑paced and evolving business environment.
• Previous experience working in a scaling SaaS organization, ideally within a business generating between USD 30 million and USD 100 million in annual recurring revenue (ARR).
• Ability to collaborate effectively across international time zones, particularly with teams and customers based in North America and Europe.
• Adaptability and resilience, with the ability to lead through change while maintaining team engagement and operational performance.

Additional qualifications considered an asset:

• Experience working alongside customer support or technical support teams.
• Background in retail technology or familiarity with retail store operations and frontline workforce management.
• Knowledge of Customer Success and CRM platforms such as Gainsight, Catalyst, or Salesforce.
• Experience implementing AI‑driven tools and automation to improve customer success processes, reporting, and team productivity.
• Experience managing strategic enterprise accounts and working with internationally recognized brands.

Benefits:

• Annual salary range: CAD 184,714–225,762, depending on experience, qualifications, skills, and location.
• Stock options offering meaningful ownership in a fast‑growing, venture‑backed technology business.
• Fully remote‑first working environment, providing flexibility to work from wherever you are most productive.
• Flexible paid time off policy, allowing employees to take time away when needed.
• Monthly coffee‑shop stipend to support flexible working arrangements and alternative workspaces.
• Fully paid one‑month sabbatical after five years of service.
• Comprehensive medical, dental, and vision insurance coverage.
• Quarterly paid volunteer day to support a nonprofit organization of your choice.
• Unlimited access to Udemy Business for professional development, training, and continuous learning.
• Annual company‑wide off‑site events in international destinations, offering opportunities to connect and collaborate with colleagues.
• Collaborative, inclusive, and supportive remote working culture.
• Opportunities to work with talented professionals across different countries and backgrounds.
• Strong focus on employee well‑being, professional growth, and meaningful contributions.
• Potential international travel opportunities as part of the role.