Director of Customer Success

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director of Customer Success in Canada.

This leadership role is responsible for shaping and executing the global customer success and support strategy for a fast-growing enterprise SaaS organization. You will oversee the full post-sales customer journey, ensuring strong adoption, retention, and long-term value realization across a diverse global customer base. Acting as a strategic partner to executive clients, you will build trusted relationships while driving proactive engagement and account growth. The role also includes ownership of global support operations, ensuring high-quality service delivery, efficient issue resolution, and continuous improvement across customer-facing processes. You will collaborate closely with product, engineering, and sales teams to align customer feedback with product evolution and business priorities. This is a high-impact leadership position that combines operational excellence, strategic thinking, and customer advocacy in a remote-first environment.

Accountabilities

* Define and execute customer success strategies focused on retention, product adoption, customer satisfaction, and expansion opportunities.

* Build and maintain strong executive-level relationships with key enterprise customers, ensuring long-term partnership value.

* Oversee global customer support operations, ensuring SLA compliance, efficient issue resolution, and high-quality service delivery.

* Lead escalation management processes, including high-severity incidents and executive customer communications when needed.

* Monitor and analyze customer health metrics, usage patterns, and renewal readiness to proactively mitigate risks.

* Collaborate with product and engineering teams to prioritize customer-impacting issues and influence roadmap decisions.

* Drive continuous improvement of support workflows, leveraging data, automation, and AI to enhance efficiency and customer experience.

* Partner with sales and account teams to identify growth, upsell, and expansion opportunities within existing accounts.

* Lead, coach, and develop customer success and support teams, fostering a high-performance and customer-centric culture.

Requirements

* 8+ years of experience in Customer Success, Technical Support, SaaS operations, or enterprise customer management roles.

* 3+ years of leadership experience managing customer-facing teams in a SaaS or enterprise technology environment.

* Strong expertise in customer lifecycle management, enterprise account engagement, and support operations.

* Proven ability to manage executive-level relationships and handle complex escalations in high-stakes environments.

* Experience working with CRM, support, and analytics platforms such as Zendesk, Azure DevOps, or equivalent tools.

* Strong analytical mindset with the ability to interpret customer data and drive actionable insights.

* Excellent communication, stakeholder management, and cross-functional collaboration skills.

* Ability to lead teams in a fast-paced, remote, and globally distributed environment.

Benefits

* Competitive salary range of CAD 110,000 - 130,000, depending on experience.

* Fully employer-paid medical, dental, and vision coverage starting from day one.

* 3 weeks of vacation plus 5 personal days annually.

* Employee stock ownership and retirement savings matching programs (RRSP/401k).

* Remote-first work environment with flexibility and work-life balance.

* Lifestyle rewards and additional employee well-being benefits.

* Opportunity to lead global customer success strategy in a high-growth SaaS environment.

* Exposure to innovative AR and AI-driven enterprise solutions used across critical industries.

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.