Director of Customer Success

Role Overview

• Crucial member of the Canadian GTM leadership team, helping guide and shape the future of the department and contributing to the future of the wider business
• Lead an organization of managers responsible for leading Customer Success Managers and Enterprise Account Managers who drive the widespread adoption, value confirmation and ultimately renewal and expansion of Motive technology across our Enterprise Customer base
• Ensure segment level playbooks, strategy and programs are in place to ensure our client’s goals are met while simultaneously carrying a team quota to reach our organization’s revenue goals
• Partner with the Engineering, Product, Enablement, Sales and Technical Support teams to ensure positive customer outcomes
• Identify opportunities for continuous improvement including evolving processes, playbooks, setting OKRs and guiding the broader customer journey
• Build and develop an efficient organization that maintains a high standard of excellence while providing exceptional support and success to customers
• Hire and nurture new talent into our world-class Customer Success organization by building a pipeline of exceptional candidates, establishing rigorous interview standards, setting high expectations on performance and providing constructive feedback
• Be an expert at leading best practices in change management for both our team and clients while finding ways for CSMs to deeply understand our customer’s objectives and become strategic trusted advisors by determining how to define, drive and demonstrate client value (ROI)
• Align with Sales and Marketing on expansion opportunities including hand-offs and CSM roles in the sales cycle to drive a predictable upsell and expansion
• Mentor, assist with account planning, performance management, metric pacing, pipeline generation, and forecasting for all team members
• Maintain relationships with executives at our largest partners

Requirements

• 10+ years of experience successfully leading regionally distributed teams, ideally in a B2B SaaS environment with roles in Sales, Account Management and Customer Success
• 10+ years leading geographically distributed teams in B2B SaaS, across Sales, Account Management, and Customer Success
• Strong passion for Customer Success and alignment with Motive’s mission and customers
• Proven ability to manage teams within budget and allocate resources effectively
• Experience with sales pipeline management
• Demonstrated success driving cross-functional initiatives through influence, not direct authority
• Excellent interpersonal skills, customer empathy, and executive-level relationship management, including escalations
• Ability to operate effectively in fast-paced, cross-functional environments with multiple priorities
• Expertise in negotiation, legal, and procurement processes
• Bachelor’s degree required; MS or MBA preferred

Benefits

• Health insurance
• Pharmacy benefits
• Optical care benefits
• Dental care benefits
• Paid time off
• Sick time off
• Short term and long term disability coverage
• Life insurance
• 401k contribution