Director of Customer Service

OneRiver Software; Toronto; Hybrid; CAD 120,000 - 160,000; Full time

Job summary

OneRiver Software seeks a Director of Customer Service to lead enterprise deployments and nurture long-term customer relationships. You will manage complex programs, coordinate cross-functional teams, and ensure customers receive exceptional value from Arrow and Cornerstone.

The ideal candidate has experience with large corporations, enterprise projects, and executive-level communication, driving high satisfaction and retention in a fast-growing software company.

Qualifications

• 7+ years in customer success, customer service, professional services, or related fields.
• Experience managing complex software implementations for large corporations.
• Strong project management and organizational abilities.
• Excellent written and verbal communication with executives and teams.
• Customer-focused, with ownership and accountability.
• Ability to handle multiple projects and priorities simultaneously.

Responsibilities

• Own the end-to-end customer deployments from contract to transition.
• Develop detailed implementation plans with timelines and deliverables.
• Lead deployments across departments, locations, and systems.
• Maintain strong relationships with executive stakeholders and users.
• Conduct regular business reviews and identify improvement opportunities.
• Coordinate internal teams and third parties to meet outcomes.
• Establish scalable onboarding, training, and support processes.

Skills

Customer success

Project management

Executive communication

Relationship building

Multi-stakeholder management

Problem solving

Job description

About OneRiver Software

OneRiver Software is a rapidly growing enterprise software company focused on solving one of the biggest challenges facing asset-intensive organizations: getting maintenance work planned, scheduled, and executed.

With more than 25 years of experience in maintenance software, OneRiver provides cloud-based solutions that enhance existing ERP environments. Our solutions, Arrow and Cornerstone, integrate with SAP and Oracle environments and connect critical maintenance data across ERP and other systems.

Our customers operate in asset-intensive industries including oil & gas, mining, chemicals, industrial manufacturing, pharmaceuticals, and food & beverage, where maintenance performance directly affects reliability, productivity, safety, and profitability.

The Opportunity

The Director of Customer Service will be responsible for two critical areas of OneRiver's business:

1. Successfully deploying OneRiver's software for new customers.

2. Building and maintaining strong, long-term relationships with existing customers.

This is a senior, highly visible role requiring an experienced customer leader who can manage complex projects, coordinate multiple stakeholders, and ensure customers receive exceptional service and value from OneRiver's software.

The ideal candidate has experience working with large corporations and complex organizations, understands how to manage enterprise-level projects, and is equally comfortable working with executives, project teams, technical resources, and end users.

Key Responsibilities

New Customer Deployments

• Take overall ownership of the customer experience from contract signing through successful implementation and transition into ongoing customer service.

• Develop and manage detailed implementation plans, timelines, milestones, responsibilities, and deliverables.

• Lead complex software deployments involving multiple departments, locations, systems, and stakeholders.

• Coordinate OneRiver's internal teams, customer teams, technical resources, and third-party partners as required.

• Establish clear expectations regarding project scope, timelines, responsibilities, and outcomes.

• Identify and proactively manage project risks, issues, dependencies, and potential delays.

• Conduct regular project status meetings and provide clear communication to both customer stakeholders and OneRiver leadership.

• Ensure customers are properly trained and prepared to successfully use the OneRiver solution.

• Develop a structured transition from implementation to ongoing customer management.

• Ensure every new customer deployment achieves a successful and positive launch.

Existing Customer Relationships

• Serve as a senior relationship manager for OneRiver's key customers.

• Build trusted, long-term relationships with customer executives, managers, and users.

• Maintain regular communication with customers to understand their needs, priorities, challenges, and satisfaction levels.

• Conduct regular customer business reviews and proactively identify opportunities to improve the customer experience.

• Ensure customer issues and concerns are addressed quickly and effectively.

• Coordinate internally to resolve customer problems and communicate progress back to the customer.

• Identify opportunities for additional services, products, modules, or users where they can provide genuine value to the customer.

• Monitor customer satisfaction, retention, adoption, and overall health.

• Identify potential customer risks early and develop action plans to address them.

• Act as the customer's advocate within OneRiver and ensure customer feedback is communicated to the appropriate internal teams.

Leadership & Process Improvement

• Develop scalable processes for customer onboarding, implementation, training, support, and ongoing relationship management.

• Establish standards, metrics, and reporting for customer service and deployment performance.

• Continuously identify ways to improve the customer experience and make deployments more efficient.

• Develop best practices and repeatable implementation methodologies as OneRiver grows.

• Work closely with Sales, Product, Development, and Marketing to ensure a consistent customer experience.

• Provide leadership with regular updates regarding deployment status, customer satisfaction, risks, opportunities, and retention.

• Help build and develop OneRiver's customer service organization as the company grows.

What We're Looking For

• 7+ years of experience in customer success, customer service, professional services, implementation, project management, or a related field.

• Proven experience managing complex software implementations or projects involving large corporations.

• Demonstrated ability to manage multiple projects and customer relationships simultaneously.

• Exceptional project management and organizational skills.

• Strong executive-level communication and relationship-building abilities.

• Experience managing projects involving multiple stakeholders, departments, and competing priorities.

• Ability to understand complex business and technology requirements and translate them into clear action plans.

• Strong problem-solving skills and the ability to remain calm and effective when projects encounter challenges.

• Highly customer-focused, with a strong sense of ownership and accountability.

• Excellent written and verbal communication skills.

• Comfortable working in a fast-paced, growing software company where processes are continually evolving.

The Ideal Candidate

The ideal candidate is a natural relationship manager and project leader. They are comfortable sitting across the table from senior executives at a large corporation while also managing the detailed day-to-day activities required to deliver a successful software implementation.

They are proactive rather than reactive, communicate clearly, anticipate problems before they occur, and take personal ownership of customer outcomes.

Most importantly, they understand that customer service is not simply about responding to problems. It is about building trusted relationships, delivering successful outcomes, and making customers want to continue doing business with OneRiver.

How Success Will Be Measured

Success in this role will include:

• Successful, on-time and well-managed new customer deployments.

• High levels of customer satisfaction and user adoption.

• Strong customer retention and long-term relationships.

• Effective management and resolution of customer issues.

• Successful communication with customer executives and stakeholders.

• Consistent and scalable implementation and customer-management processes.

• Identification and development of customer expansion opportunities.

• Positive feedback from customers and internal OneRiver teams.

This is a key leadership position at OneRiver Software and an opportunity to have a significant impact on both our customers and the continued growth of the company.