Director Technical Success

Clutch Canada; Ottawa; Hybrid; CAD 120,000 - 160,000; Full time

Job summary

A leading tech security firm based in Canada seeks a Director/Senior Director of Scaled Technical Success to lead a global team and drive customer retention. The ideal candidate will have over 10 years of relevant experience, with proven leadership skills and expertise in customer success programs. This role includes strategic development, operational excellence, and working cross-functionally. The company offers a flexible working environment and emphasizes diversity and employee well-being.

Benefits

Flexible working hours

Health benefits

Generous vacation time

Work-from-home allowances

Qualifications

• 10+ years in customer-facing roles with 5+ years in management.
• Experience in building scaled customer success programs.
• Strong analytical skills with a data-driven approach.

Responsibilities

• Build and develop a high-performing, global team.
• Design and execute a global strategy for scaled customer success.
• Own retention targets and monitor key performance indicators.
• Collaborate with Sales, Product, and Engineering teams.
• Establish operational models based on data analytics.

Skills

Leadership

Analytical skills

Customer Success expertise

Strategic vision

Business acumen

Tools

Gainsight

Catalyst

Job description

Snyk is the leader in secure AI software development, helping millions of developers develop fast and stay secure as AI transforms how software is built. Our AI-native Developer Security Platform integrates seamlessly into development and security workflows, making it easy to find, fix, and prevent vulnerabilities — from code and dependencies to containers and cloud.

Our mission is to empower every developer to innovate securely in the AI era — boosting productivity while reducing business risk. We’re not your average security company - we build Snyk on One Team, Care Deeply, Customer Centric, and Forward Thinking.

It’s how we stay driven, supportive, and always one step ahead as AI reshapes our world.

Why this role?

As a key member of the Customer Experience (CX) leadership team, the Director/Senior Director of Scaled Technical Success will be an architect and owner of our scaled and pooled customer engagement strategy. This is a unique opportunity to build and mentor a global team, architect a digital‑first success model, and take direct ownership of customer retention for a vital and growing segment of our business. If you are passionate about driving customer value at scale and thrive on building programs that produce measurable results, we want to hear from you.

What You’ll Do:

• Lead, Mentor, and Inspire: Build and develop a high‑performing, global team of Scaled Technical Success Managers, fostering a culture of excellence, curiosity, and customer‑centricity.

• Architect the Scaled Strategy: Design, execute, and refine the global strategy for scaled customer success, developing data‑driven playbooks and digital engagements.

• Own Business Outcomes: Take full ownership of the gross and net retention targets for the scaled customer segment, and implement and monitor key performance indicators (KPIs) to drive continuous improvement.

• Drive Cross‑Functional Alignment: Serve as a key leader on the CX team, partnering closely with Sales, Product, Engineering, and Support leadership to ensure a seamless customer journey.

• Implement Operational Excellence: Establish a robust operational model based on data analytics to identify trends, predict risks, and trigger proactive, automated, and human‑led interventions at scale.

• Be the Voice of the Customer: Synthesize feedback and insights to provide a unified voice to the Product and Engineering teams, influencing the product roadmap and corporate strategy.

What You Bring:

• Proven Leadership: 10+ years of experience in customer‑facing roles (e.g., Customer Success, Solutions Engineering), with at least 5+ years of direct people management experience in a fast‑paced, global tech environment.

• Scaled Success Expertise: Demonstrated experience building or leading a scaled, one‑to‑many, or digital‑led customer success program.

• Strategic Vision & Execution: A proven ability to develop a strategic vision and translate it into an actionable plan with measurable results.

• Operational Rigor: Strong analytical skills and experience using data and CS platforms (e.g., Gainsight, Catalyst) to drive decisions, manage team performance, and report on business outcomes.

• Business Acumen: Deep understanding of SaaS business models, customer lifecycle management, and key metrics (GRR, NRR, Churn).

• Domain Knowledge: A passion for technology and familiarity with the developer ecosystem, DevOps, and Application Security principles.

It’d Be Awesome If You Also…

• Have experience building a scaled success program from the ground up.

• Bring hands‑on experience with Application Security programs or hold relevant security certifications (e.g., CISSP, CISM, Security+).

• Possess a strong background working directly with sales organizations to co‑own customer segments and revenue goals.

• Have a deep‑stated curiosity that drives you to understand how technology works.

• Be unafraid and fearless in engaging customers, understanding pain, and making changes to improve the customer experience.

We care deeply about the warm, inclusive environment we’ve created and we value diversity – we welcome applications from those typically underrepresented in tech. If you like the sound of this role but are not totally sure whether you’re the right person, do apply anyway!

About Snyk

Snyk is committed to creating an inclusive and engaging environment where our employees can thrive as we rally behind our common mission to make the digital world a safer place. From Snyk employee resource groups, to global benefits that help our employees prioritize their health, wellness, financial security, and a work/life blend, we aim to support our employees along their entire journeys here at Snyk.

Benefits & Programs

- Prioritize health, wellness, financial security, and life balance with programs tailored to your location and role.

- Flexible working hours, work‑from‑home allowances, in‑office perks, and time off for learning and self development

- Generous vacation and wellness time off, country‑specific holidays, and 100% paid parental leave for all caregivers

- Health benefits, employee assistance plans, and annual wellness allowance

- Country‑specific life insurance, disability benefits, and retirement/pension programs, plus mobile phone and education allowances