Director of Customer Success

Applytojobs; Calgary; Remote; CAD 130,000 - 160,000; Full time

Benefits offered by this job

RRSP matching

Flexible time-off

Comprehensive medical/dental benefits

Mental health & wellness programs

Learning and development

Job summary

Unleashd Technologies is seeking a Director of Customer Success to lead our team across Canada, including hands-on coaching in Western Canada. This role reports to the VP of Client Services and focuses on retention, adoption, and delivering high-value customer experiences.

We require extensive SaaS CS leadership experience, strong relationship-building, and a track record of cross-functional collaboration with Product, Sales, and Operations. Travelling across Western Canada is expected.

Qualifications

• 8+ years of progressive experience in Customer Success, account management, or related SaaS function.
• 4+ years of direct people leadership experience coaching customer-facing professionals.
• Experience leading distributed teams across multiple regions in Canada.

Responsibilities

• Lead the Customer Success Management team across Canada to strengthen retention and product adoption.
• Provide hands-on field coaching and senior client support in Western Canada.
• Partner with Product, Sales, Marketing, Onboarding and Support to improve the customer experience.

Skills

People leadership

Customer Success

SaaS expertise

Relationship building

Data analysis

Cross-functional collab

Travel readiness

Tools

CRM systems

Job description

Director of Customer Success

We’re looking to hire a Director of Customer Success to join our growing team in Canada. This role is open to candidates in British Columbia or Alberta based near a major airport.

Highlights

• Remote work environment with frequent travel
• Competitive compensation, ranging from a base of $130,000 to $160,000 plus bonus opportunities for OTE of $150,000 - $185,000 based on experience
• Company RRSP matching
• Flexible time-off policy
• Comprehensive medical and dental benefits, including mental health and wellness
• A supportive environment that celebrates your curiosity, values your skills and wants to accelerate your growth

WE NEED

An experienced customer success leader who excels at people leadership, operational consistency, and building strong relationships within the automotive retail industry. Reporting to the VP of Client Services, you’ll be responsible for leading our Customer Success Management team across Canada, strengthening retention and product adoption, and ensuring customers receive a consistent, high-value experience. You’ll also provide hands‑on field coaching and senior client support throughout Western Canada, helping our team perform at their best.

YOU LOVE

• Leading, coaching, and developing a high‑performing Customer Success Management team across Canada
• Working alongside CSMs in the field and providing practical, timely coaching during customer meetings, product launches, and business reviews
• Creating clear expectations, shared standards, and consistent customer success practices across regions
• Using customer health, engagement, product adoption, and account data to identify risk early and guide proactive action
• Helping CSMs strengthen retention, customer outcomes, referrals, and appropriate expansion opportunities
• Building trusted relationships with dealership leaders and supporting key regional and dealer group meetings
• Stepping into complex customer situations as a senior escalation point and guiding effective resolution
• Partnering with Product, Sales, Marketing, Onboarding, and Support to improve the customer experience and bring forward meaningful field insight
• Travelling throughout Western Canada to stay close to our customers, support the team, and improve execution

YOU HAVE

• 8+ years of progressive experience in Customer Success, account management, client services, or a related customer‑facing SaaS function
• 4+ years of direct people leadership experience, with demonstrated success coaching and developing customer‑facing professionals
• Experience leading a distributed team and creating consistent execution across multiple regions
• A strong understanding of SaaS customer success practices, including onboarding, account planning, business reviews, renewals, risk management, adoption, and expansion
• Automotive retail, dealership technology, or closely related vertical‑market experience
• Strong analytical and business acumen, with the ability to use customer and commercial data to improve retention and team performance
• Exceptional relationship‑building, communication, and coaching skills, with the executive presence to build credibility with dealership leaders and internal stakeholders
• The ability to work collaboratively across Client Services, Product, Engineering, Sales, Marketing, and Operations
• Willingness to travel regularly throughout Western Canada, with occasional travel elsewhere in Canada, and a valid driver’s licence
• Professional bilingualism in English and French (bonus points but not required)

WE OFFER

• A dynamic team of professionals dedicated to building a solid foundation for our growing business
• A flexible work environment that allows for hybrid work
• A competitive compensation package, including a base salary that’s aligned with your experience
• A comprehensive benefits package and flexible spending account to support you and your family’s health and wellness
• Company RRSP matching
• A flexible time off policy, including sick and personal days to care for your health and well‑being
• Company‑sponsored learning and professional development
• Opportunities to give back by participating in various philanthropic programs and activities
• Engaging company events and activities that promote team spirit and foster positive relationships within the organization
• A full - time permanent position, as we are seeking a long‑ term employment commitment
• Real growth opportunities, amidst our ongoing expansion and continuous development

ABOUT US

Unleashd Technologies is a leading software company specializing in innovative solutions for automotive dealerships across Canada. We help dealerships unlock the full potential of their customer portfolio through cutting‑edge tools and technology

Headquartered in vibrant British Columbia, our nimble and passionate team stretches across major local markets in Canada. We're a tight‑knit group of forward‑thinkers, committed to driving innovation and delivering personalized solutions to our clients.

Our flagship product, Drive AI, is revolutionizing how dealerships engage with customers. Acting as a seamless bridge between service and sales departments, Drive AI ensures soft‑touch interactions and personalized offers, keeping customers engaged and valued throughout their ownership journey.

Come join us and be part of our rapid growth and game‑changing impact on the automotive industry. As a startup, we offer an energetic and collaborative environment focused on our customers and our collective success. Together, let's unleash everyone’s full potential.