Director, Customer Success Management

STRIDE Management Corp; Calgary; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading fundraising management organization is seeking a Director, Customer Success Management to lead the strategic direction of customer success initiatives. This role involves managing key partner accounts and fostering a culture of excellence within a high-performing team. The ideal candidate has extensive experience in customer success and demonstrated leadership skills, with a strong track record of driving revenue growth and ensuring client satisfaction through consultative guidance.

Benefits

Employee Assistance Program

Focus on talent management and career development

Commitment to Diversity, Equity, and Inclusion

Qualifications

• Extensive experience in customer success, preferably in B2B.
• Demonstrated leadership skills in managing teams.
• Strong strategic thinking and consultative relationship-building abilities.

Responsibilities

• Lead the strategic direction of customer success initiatives.
• Serve as the primary relationship owner for key partner accounts.
• Develop and execute strategic account plans to drive revenue growth.

Skills

Customer success expertise

Leadership skills

Strategic thinking

Communication skills

Account management

Project management

Data-driven decision making

Job description

Overview

Join to apply for the Director, Customer Success Management role at STRIDE Management Corp.

At Stride, we proudly partner with foundations and not-for-profit organizations to raise critical funds through professionally managed lottery programs. Our work helps generate millions of dollars annually in support of life-changing healthcare initiatives, groundbreaking research, and essential community services across Canada. By combining strategic insight, operational excellence, and a deep commitment to our clients’ missions, we help deliver high-impact results that make a real difference in the lives of Canadians.

What You Will Be Doing

You will lead the strategic direction and execution of customer success initiatives to ensure partner satisfaction and program excellence. You will serve as the senior relationship owner for key clients, providing consultative guidance to maximize fundraising impact and revenue growth. You will oversee a high-performing team, fostering a culture of collaboration and accountability while ensuring compliance and seamless program delivery.

Additionally, you will collaborate cross-functionally to align campaign strategies and drive continuous improvement in client engagement and operational processes. You will also represent the customer success function in executive discussions and contribute to the overall growth and evolution of Stride’s partner programs.

Responsibilities

• Act as the primary relationship owner for key partner accounts, ensuring alignment, engagement, and satisfaction throughout the client lifecycle.
• Develop and execute strategic account plans that drive measurable revenue growth and maximize fundraising impact.
• Serve as a trusted consultant to partners, advising on program strategies, optimization opportunities, and long-term sustainability.
• Oversee cross-functional readiness and delivery of client programs, ensuring compliance, accuracy, and high-quality execution.
• Collaborate closely with internal teams, including Marketing, Legal, Finance, Technology, and Operations to ensure seamless program delivery and regulatory adherence.
• Lead regular business reviews and executive presentations with clients, leveraging data and insights to demonstrate program impact.
• Manage timelines, risks, and issue resolution in partnership with internal teams and clients to ensure successful program outcomes.
• Mentor and lead a high-performing team focused on account management, project delivery, and client success.
• Foster a culture of accountability, collaboration, and client-first thinking within the team.
• Contribute to organizational planning and strategic discussions to support growth, partner management, and program evolution.

Qualifications

• Extensive experience in customer success, account management, or client-facing roles, preferably in B2B or professional services
• Demonstrated leadership skills with a track record of building and managing high-performing teams
• Strong strategic thinking and consultative relationship-building abilities
• Excellent verbal and written communication skills, including executive-level presentations
• Proven ability to develop and execute account plans that drive revenue growth and client satisfaction
• Solid project or program management experience, with the ability to oversee complex client engagements
• Proficient in financial modelling and data-driven decision making
• Comfortable collaborating cross-functionally and influencing stakeholders at all levels

Benefits / Additional Information

• Commitment to Diversity, Equity and Inclusion across the employee career journey
• An Employee Assistance Program with counselling and coaching sessions
• Focus on talent management, including career and skills development

Candidates who are offered a position will be required to complete pre-employment checks

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