Director, Customer Success

The Director of Customer Success leads the post-sale customer lifecycle across all customer segments, ensuring customers realize measurable value, adopt solutions effectively, and renew and expand over time. This role is accountable for building and scaling a high-performing Customer Success organization operating under a 'One Account, One Owner' model, with clear ownership of customer outcomes across Strategic, Enterprise, State, and Transactional accounts. The Director defines how Customer Success operates, establishing engagement models, operating cadence, and cross-functional alignment, while ensuring consistent execution across the core pillars of Strategic Engagement, Adoption, Expansion, and Retention.

Responsibilities

Execute Customer Success strategies across all customer segments; Establish standardized customer lifecycle motions including success planning, business reviews, adoption programs, and renewal readiness; Lead a multi-tier engagement model across Strategic, State, Enterprise, and Transactional accounts; Operationalize a hub-and-spoke model with clear role clarity across Customer Success and adjacent teams; Own end-to-end retention and renewals strategy; Partner with Sales, Project Delivery/Onboarding, Support, Product, and Marketing; Serve as escalation point for high-risk or high-impact customer situations; Provide Voice of Customer insights to influence product roadmap and go-to-market strategy; Drive gross and net revenue retention across the customer portfolio; Define and operationalize success metrics across Customer Success and Renewals; Design and execute structured renewal motions; Lead the Renewals team and partner with sales teams to drive expansion opportunities; Proactively identify churn risks and implement targeted save plans; Establish and maintain customer health scoring models; Drive a consistent operating cadence to assess customer health and renewal forecasts; Ensure CRM hygiene and data integrity; Analyze systemic risks and performance trends; Oversee automated customer engagement programs; Communicate performance, risks, and strategic recommendations to GTM and Executive Leadership

Requirements

Bachelor's degree in Business Administration, Communications, or related field; 10+ years of experience in Customer Success, Account Management, or related SaaS roles; 5+ years of experience leading teams and developing people leaders; Proven experience owning retention, renewals, and customer growth metrics at scale; Strong understanding of Customer Success operating models, including segmentation and scaled engagement strategies; Experience building and standardizing processes, playbooks, and performance frameworks; Strong data orientation, with the ability to translate insights into action and measurable outcomes; Exceptional collaboration and leadership skills, with the ability to align cross-functional teams; Excellent communication and executive presence, with experience engaging senior stakeholders; Ability to operate effectively in complex, high-accountability environments; Legally authorized to work in Canada; Must successfully obtain and maintain a Reliability security clearance from the Government of Canada; Specific customer contracts may impose additional security verification requirements

Nice to have

Experience in public sector, GovTech, or public safety SaaS environments preferred

Benefits

Comprehensive benefits offering; Some roles may be eligible for variable compensation such as incentive plans or discretionary performance bonuses