Director of Customer Success

📋 Description

• Lead the Retailer Success org for enterprise software; own CS outcomes end-to-end.
• Build and develop senior consultative CS bench; hire ramp Principal Growth Strategists.
• Manage senior managers leading AGM pods; set standards across L7/AGM/account layers.
• Operate in a BD-led environment; preserve BD ownership of primary relationships.
• Partner with the Director of Enterprise Architecture & Engineering on shared-account coordination.
• Define and enforce the L7 boundary: L7s as routers and strategists.

🎯 Requirements

• 8+ years of enterprise CS or post-sale leadership at a B2B SaaS or enterprise tech company.
• Direct, accountable leadership of a CS org responsible for post-live growth, NRR, and expansion.
• Track record of managing managers (M2/Senior Manager) with ability to develop senior leaders.
• Ownership of a CS book or post-sale P&L of meaningful scale (e.g., $50M+ ARR) with outcomes on NRR/GRR/expansion.
• Proven success operating in a BD- or Sales-led commercial environment with shared standards.
• Demonstrated executive presence with VP/SVP/C-level, including handling escalations.

🎁 Benefits

• Flex First remote work policy; work from home, office, or cafe.
• Equity grant and annual refresh grants.
• Highly market-competitive compensation and benefits.
• Remote in Canada with eligibility in ON, AB, BC, NS.