Oversee all aspects of the Customer Success department, including frontline support, account success, and escalations
Building on larger corporate objectives, establish relevant metrics and KPIs and report regularly on performance
Continue to refine department processes, ensuring effort levels align with customer value
Collaborate with sales, marketing, and channel development efforts to maximize efficiency
Optimize processes in CRM and Service Desk to support department objectives
Manage team schedules to ensure adequate staffing in accordance with SLAs
Represent the company at industry events, connecting with customers and identifying opportunities for product and service enhancements

8+ years experience in progressively senior customer success roles, preferably in SaaS or B2B
4+ years experience successfully leading customer success teams and departments
Demonstrated expertise establishing and driving key SaaS metrics (e.g. CSAT/NPS, LTV, churn)
Exceptional organization, project management skills
Expert knowledge of CRM and service desk tools
Strong analytical skills and comfort using data to drive decision-making
Excellent written and verbal communication
Experience mentoring and managing a growing remote team
Comfortable collaborating cross-functionally with product, development, and leadership teams
Post-secondary education in a related field is preferred
French would be an asset

This is a remote position, suitable for individuals with disabilities
Accommodations are available upon request for candidates taking part in all aspects of the selection process

Director, Customer Success

Key skills