Director, Customer Success, Enterprise Account Management

Dialogue; Montreal; Hybrid; CAD 100,000 - 140,000; Full time

Job summary

A leading virtual care provider in Canada seeks a Director of Customer Success for Enterprise Account Management. The role involves managing strategic relationships with clients and mentoring a team to drive growth. The ideal candidate has over 5 years of experience and is bilingual in French and English. This position offers a hybrid work model with comprehensive benefits, emphasizing well-being and employee engagement.

Benefits

Access to virtual mental health support

Fully funded insurance and health spending account

4 weeks vacation and wellness days

Work abroad opportunities

Incentive plans and RRSP matching

Learning resources through Coursera

Qualifications

• 5+ years of experience managing complex programs with cross-functional teams.
• Proven experience with C-suite and senior executives.
• Excellent communication skills in both French and English.

Responsibilities

• Lead and mentor a highly engaged team.
• Build strategic relationships with key stakeholders.
• Design and execute value-based account strategies.

Skills

Experience managing complex programs

Negotiating with C-suite executives

Bilingual (French and English)

Critical thinking and strategic assessment

Performance and success history

Action bias and comfort with ambiguity

Job description

Director, Customer Success, Enterprise Account Management

Director, Customer Success, Enterprise Account Management (title)

Reporting to Melissa Trottier, Vice President, Customer Success, the Director, Customer Success, Enterprise Account Management has a mission to serve as a client advocate and trusted advisor for a highly strategic segment of Dialogue’s clientele, driving sustainable growth and ensuring long-term success.

This position requires an experienced leader, capable of managing strategic relationships, but above all, inspiring, mobilizing, and developing their team. The Director will play a key role in talent development, creating a collaborative environment, and achieving ambitious collective goals. They will be responsible for designing and implementing effective retention and engagement strategies, while ensuring our solutions optimally meet the complex and evolving needs of our clients.

The Director will be accountable for achieving a defined growth objective, ensuring the team generates sustainable and measurable value for both our clients and Dialogue. In close collaboration with the sales, partnerships, and marketing teams, this individual will act as the spokesperson for our most strategic clients, while strengthening team cohesion and performance to drive sustained growth.

What you’ll be doing:

• Leading and mentoring a highly engaged team to cultivate a trusted advisor mindset focused on client value and a deep understanding of their business
• Building and nurturing strategic relationships with key stakeholders, including C-suite and executive leaders at our clients
• Designing and executing value-based account strategies that not only ensure retention but also drive long-term expansion and advocacy
• Representing Dialogue at industry events, conferences, and corporate functions to build relationships and promote the Dialogue brand
• Serving as a subject matter expert and internal champion for our clients, ensuring our teams align to deliver valued solutions and proactively solve challenges
• Acting as a central leader in aligning cross-functional teams to our clients’ complex needs, simplifying communication, and removing roadblocks

We'd love to hear from you if you have:

• 5+ years of experience managing complex programs with cross-functional teams
• Proven experience negotiating and managing relationships with C-suite and senior executives, adopting a trusted advisor mindset
• Excellent written and spoken communication skills in both French and English
• Demonstrated ability to think strategically and critically, assessing opportunities and risks to develop relevant strategies
• A track record of performance and success, showing a history of exceeding objectives
• A strong bias for action and comfort with ambiguity
• Direct experience with human resources, employee benefits, or corporate wellness programs is considered a strong asset

Please note that as we serve customers across Canada, bilingualism is essential for this position. You may be required to communicate in French and English.

At Dialogue, your well-being is our priority

Taking care of others also means taking care of our team! Depending on your role and employment status, you could have access to the following benefits:

• Access to the Dialogue app and virtual mental health support for you and your family
• Fully funded insurance, a health spending account, dental coverage, and fitness reimbursement
• 4 weeks vacation, 9 wellness days, and 1 volunteer day
• Hybrid work: 3 days/week in our Montreal or Toronto offices, excluding remote roles
• Work abroad up to 4 weeks/year
• Incentive plans, referral bonuses & RRSP matching
• Learning via Coursera, external training budget & mentorship
• Optional parental leave top-up

About Dialogue

Dialogue is the #1 virtual care provider in Canada. By developing our Integrated Health Platform, we provide exceptional online health and wellness programs (primary care, mental health, iCBT, EAP, and wellness) to organizations that want to improve the wellness of their employees and families.

When it comes to our work, we set the bar high. Together, we’re transforming health and helping millions improve their well-being. We’re firm believers that great people don’t settle on: Impact Community Growth Excellence

Feel like you can make a difference? Good news, we saved you a seat!

Come as you are. As a proud equal-opportunity employer, Dialogue is dedicated to creating a diverse and inclusive workplace for everyone. Qualified applicants will be considered regardless of citizenship, ethnicity, race, colour, religion, gender, gender identity or expression, sexual orientation, disability, age, or veteran status. Applicants who require specialized accommodation are encouraged to contact [e-mail].