Director, Global Customer Success (Remote)

G-P; Young's Point; Remote; CAD 140,000 - 175,000; Full time

Benefits offered by this job

Generous paid parental leave

Flexible time off

Spending accounts

Medical insurance

Dental insurance

Vision insurance

Sabbatical after 5 years

Job summary

G-P is hiring a Director, Customer Success Managers to own gross and net retention across all named accounts over $75K. You will lead a global organization of CS managers, protect the customer base, manage renewals, and drive expansion through tiered playbooks and health signals.

Reporting to the VP, Global Customer Success, you will partner with multiple Directors and Operations to deliver predictable retention and scalable excellence worldwide. The role is remote-first with international scope.

Qualifications

• 10+ years of experience in Customer Success or Account Management within B2B SaaS or global services.
• 5+ years of experience leading and managing people managers.
• Proven track record of protecting and expanding a large customer book, driving measurable gains in gross retention and NRR.
• Demonstrated experience leading distributed teams across multiple regions and time zones.
• Hands-on experience designing and implementing tiered coverage models, playbooks, and scalable CS operational frameworks.
• Strong executive presence with both enterprise customers and executive leadership.
• Fluency with Salesforce and customer health data platforms/telemetry.

Responsibilities

• Lead, hire, and coach Managers of Customer Success across the Americas, EMEA, and APAC.
• Set and manage global coverage models by account tier, owning the annual re-tiering of books and tier-specific playbooks.
• Oversee the renewals process across the portfolio, ensuring renewal outcomes and modernizing terms.
• Lead risk and churn review cadence with Revenue leadership and maintain real-time health signals.
• Collaborate with Account Management and sellers on expansion, logging leads and credits in Salesforce.
• Track and report retention, NRR, and portfolio risk metrics to senior leadership.

Skills

Customer Success

Leadership

Renewals & Retention

Cross-functional collaboration

Tools

Salesforce

CRM systems

Job description

G-P is hiring a Director, Customer Success Managers to own gross and net retention across all named accounts over $75K. You will lead a global organization of CS managers, protect the customer base, manage renewals, and drive expansion through tiered playbooks and health signals.

Reporting to the VP, Global Customer Success, you will partner with multiple Directors and Operations to deliver predictable retention and scalable excellence worldwide. The role is remote-first with international scope.