Senior Director, Customer Success

Role Overview

• Build, lead, and scale the Customer Success organization, including hiring and developing Strategic CSMs across regions
• Own and execute net revenue retention and expansion strategy across the customer lifecycle
• Drive onboarding, adoption, renewal, and expansion initiatives tied to measurable customer outcomes
• Ensure all strategic accounts maintain active Mutual Success Plans aligned to business objectives
• Foster a high-performance, customer-focused culture grounded in trust, accountability, and outcomes
• Develop leadership bench strength through coaching, succession planning, and talent development
• Continue to refine operating models, performance expectations, and success metrics across teams and customer segments
• Define and manage KPIs, operating cadence, and reporting frameworks to provide visibility into Customer Success performance
• Collaborate with RevOps to implement scalable systems, tools, and data models (e.g., health scoring, lifecycle tracking, CSQLs)
• Leverage customer usage, health, and financial data to proactively manage risk and identify growth opportunities
• Partner with Sales on account strategy, renewal motions, and expansion opportunities
• Continuously evolve Customer Success strategies to align with business growth and market changes
• Act as the executive voice of the customer, influencing product roadmap, support strategy, and go-to-market priorities
• Partner cross-functionally with Sales, Product, Marketing, Support, and Finance to deliver a cohesive customer experience
• Break down silos and ensure alignment across teams to improve customer outcomes
• Manage executive-level escalations with clarity, urgency, and professionalism
• Champion change management initiatives and foster a culture of continuous learning and improvement

Requirements

• Bachelor’s degree in Business, Technology, or a related field (or equivalent experience)
• 8+ years of experience in Customer Success, Account Management, Professional Services, or post-sales leadership within enterprise SaaS
• 5+ years of experience leading and scaling multi-layered, distributed teams.
• Experience leading Customer Success in complex, technical SaaS environments with a strong focus on adoption, value realization, and expansion.
• Demonstrated success driving net revenue retention, customer adoption, and expansion revenue
• Experience building or transforming Customer Success functions, including processes, metrics, and systems
• Experience with Customer Success platforms and CRM systems (e.g., HubSpot)
• Strong understanding of customer lifecycle management, health scoring, and revenue metrics (NRR, CSQLs, adoption)
• Familiarity with data integration, analytics, or technically complex SaaS products (e.g., ETL, automation platforms)
• Executive-level communication and stakeholder management
• Cross-functional leadership and collaboration
• Strong coaching, mentorship, and team development capabilities
• Operational and strategic planning expertise.

Tech Stack

• ETL

Benefits

• Health & Wellness: Extended health, dental, health or lifestyle spending, and counseling benefits from day 1.
• Paid Time Off: 3 weeks of vacation plus an additional paid 6 seasonal days off per year.
• Flexible Working Hours: Flexible and remote-friendly work arrangements to fit your lifestyle.
• Learning & Career Development: Annual learning budget and training programs paid for by Safe.
• Social Responsibility: Paid time off to volunteer for Safe-organized opportunities.
• Family Support: Parental Leave Top-Up Program for new parents through childbirth or adoption.
• Shared Success: Bi-annual profit sharing and RRSP/TFSA matching program.
• Accessible Commute: Complimentary parking and bike storage for the team.