Director, Global Customer Success — AI‑Driven Growth & Retention

Diligent; Vancouver; Hybrid; CAD 151,000 - 190,000; Full time

Job summary

A leading governance and compliance software provider is seeking a Director of Customer Success to lead a 30+ person team focused on enhancing customer experiences and ensuring metrics for retention and satisfaction are exceeded. The ideal candidate will possess extensive experience in B2B SaaS, strong leadership skills, and a deep understanding of AI and automation in customer success. This role will follow a hybrid work model based in Metro Vancouver, Canada.

Benefits

Flexible work environment

Comprehensive health benefits

Generous time-off policy

Wellness programmes

Qualifications

• 5+ years experience in customer-facing roles within B2B SaaS.
• Demonstrated success leading post-sales functions in smaller ACV accounts.
• Experience leading geographically distributed, high-performing teams.

Responsibilities

• Drive customer retention and satisfaction metrics.
• Build and refine post-sale operating models.
• Collaborate with cross-functional teams to shape renewal strategies.

Skills

Customer retention strategies

AI and automation

B2B SaaS experience

CS metrics proficiency

Leadership skills

Tools

Salesforce

Gainsight

Job description

A leading governance and compliance software provider is seeking a Director of Customer Success to lead a 30+ person team focused on enhancing customer experiences and ensuring metrics for retention and satisfaction are exceeded. The ideal candidate will possess extensive experience in B2B SaaS, strong leadership skills, and a deep understanding of AI and automation in customer success. This role will follow a hybrid work model based in Metro Vancouver, Canada.