Director of Customer Delivery

Texada Software; Ontario; Hybrid; CAD 120,000 - 160,000; Full time

Job summary

A leading SaaS provider in Ontario is seeking a Director of Customer Delivery to lead post-sales customer engagement. The role involves strategic leadership, managing a team of Consultants and Project Managers, ensuring timely customer onboarding, and improving service delivery. The ideal candidate has 7-10 years of experience in a global SaaS business, strong project management skills, and excellent communication abilities. This position is primarily remote with occasional travel required.

Benefits

Remote/Hybrid work environment

Career development opportunities

Flexible working hours

Qualifications

• 7-10 years of experience leading Project Management, Services, or Onboarding teams.
• Demonstrated ability to scale service delivery organizations.
• Deep understanding of onboarding and project management best practices.
• Experience managing global, distributed teams.

Responsibilities

• Lead and coach a high-performing team of Consultants and Project Managers.
• Oversee the execution of customer onboarding and implementation projects.
• Develop and own the vision and strategy for service delivery.
• Proactively identify and mitigate delivery risks.

Skills

Leadership

Project Management

Customer Engagement

Communication Skills

Commercial Acumen

Tools

JIRA

Hubspot

Google Suite

Job description

Position Summary

Texada Software is seeking a dynamic Director of Customer Delivery to lead our critical post-sales customer engagement functions. This role blends strategy with operational leadership to manage and scale our teams of Consultants and Project Managers while ensuring timely, high-quality customer onboarding and long-term service success.

You will own our professional services delivery model, balancing strategy, people, and execution. This role is instrumental in driving time to value, ensuring project profitability, managing risk and escalations, and delivering a seamless onboarding experience that fuels adoption, retention, and customer satisfaction.

How you will be contributing

Strategic Leadership

• Develop and own the vision and strategy for onboarding and services delivery at Texada.
• Align team objectives with company growth goals, including service revenue, delivery quality, and customer satisfaction metrics.
• Champion operational excellence and scalability across all delivery motions.

People & Team Management

• Lead and coach a high-performing team of Consultants and Project Managers across multiple regions.
• Support career development, skills enhancement, hiring, and succession planning.
• Foster a culture of accountability, learning, and customer-centric thinking.

Project & Onboarding Delivery

• Oversee the end-to-end execution of customer onboarding and implementation projects.
• Ensure predictable, on-time delivery and alignment to customer outcomes.
• Define and improve project governance processes, including kickoffs, UAT, and go-lives.
• Manage milestones & budget achievement based on PS Billings

Risk, Escalation & Quality Management

• Proactively identify and mitigate delivery risks across the project portfolio.
• Own the customer escalation path for Services and Onboarding.
• Monitor project health and champion intervention strategies as needed.

Process & Continuous Improvement

• Establish scalable methodologies, checklists, tools, and playbooks to improve onboarding velocity and consultant effectiveness.
• Partner with cross-functional teams (Sales, Product, Support, Finance) to create a seamless customer journey.
• Embed feedback loops for continuous improvement of service offerings and delivery quality.

Metrics & Accountability

• Track and report on key performance indicators including:
  • Billable utilization
  • Time to value
  • Services revenue
  • Go-live success rates
  • UAT duration
  • Customer satisfaction
    
• Use data to inform decision-making and optimize performance.

Work location and travel

• Remote/Hybrid work environment (primarily remote work with occasional travel to Mississauga office).
• Up to 25% travel required
• Candidates should be authorized to work in Canada without restriction or sponsorship.
  
  

What we are hoping to find in your background

• 7-10 years of experience leading Project Management, Services or Onboarding teams within a global SaaS business.
• Demonstrated ability to scale service delivery organizations through growth.
• Deep understanding of onboarding, project management, and customer enablement best practices.
• Strong commercial acumen with experience managing services revenue targets.
• Exceptional interpersonal and communication skills with a bias for proactive leadership and cross-functional collaboration.
• Experience managing global, distributed teams and customer portfolios.
• Comfortable with tools, dashboards, and KPIs – with a passion for improvement and insight-driven action.
• Proactive about leveraging new technologies like AI to improve velocity & deliver a better overall customer experience.
• Advanced ability to leverage AI tools for data analysis, content strategy, and/or code generation to support decision-making and optimize performance
  
  

How to grab our attention

• Experience working with Equipment Manufacturers (Caterpillar, John Deere, Kubota)
• Leadership of ERP implementations
• Use of tools like JIRA, Hubspot, Google Suite

Who you will be working for

Serving leading equipment dealers and rental houses in North America, Australia & New Zealand, and Europe, Texada Software specializes in SaaS solutions tailored for the equipment rental, sales, and service industries. Established in 1984, the company leverages extensive industry experience to offer a comprehensive growth platform that manages the entire equipment lifecycle. This includes everything from customer relationship management and service delivery to inventory and rental asset management. Texada's software facilitates efficient operations across multiple facets of business management, streamlining processes such as equipment rental, service management, and sales productivity through innovative tools and features designed to enhance customer engagement and operational efficiency. www.TexadaSoftware.com

At Texada We Are…

Purposeful, Passionate, and Proud: We are here to make a difference - to our industry, our customers, and to each other.

Innovators & Learners: We innovate our products and our company. Our innovation involves trying new things, that sometimes work well and other times doesn’t. As we try we learn, and as long as we learn we are succeeding.

Driven to improve, not to be perfect: We are fanatical about improving our products and our company. Our bias is for improvement, not perfection. “Most Improved” is our favorite award.

Delivering our Long-term Vision Today: We have a long-term vision for transformation in our industry. Our vision is for the long term, but we are impatient to bring it to life. We find ways bring our vision to life today.

PowerfulTogether: We recognize that while we are built from different people and cultures we are better and stronger together. We embrace our diversity with a firm commitment to being PowerfulTogether.

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.

Texada is committed to Employment Equity and encourages applications from every race, religion or belief and ethnic origin, regardless of age, disability, sexual orientation, or gender identity.

Texada fosters an inclusive and accessible environment. If you need assistance or accommodation during the recruitment process, you may contact us during the interview process and we will work with you to support your request.