Director of Customer Success

Director, Customer Success > Vancouver, BC · Hybrid (2–3 days/week in office) About the opportunity We're partnering with a growing B2B software company on a confidential search for their Director, Customer Success. The company is moving from a founder-led sales motion into a durable revenue organization. Customer Success has more than doubled in the past year and now owns one of the most important mandates in the business: proving that hard-won customers stay, grow and advocate. The role You'll own the full post-sale relationship, from go-live through renewal and expansion, and carry the company's retention and growth number. You'll lead a team of six Senior CSMs and CSMs while building the playbooks, systems and account strategy that make the performance repeatable. This is a builder's seat in a high-growth, sometimes ambiguous environment. You'll coach a CSM through a tough renewal, present to a senior executive at a Fortune 500 customer, and design the account-scoring model behind the whole function. What you'll own Gross and net revenue retention across the existing customer base, targeting 100%+ NRR Upsell, cross-sell and re-sign targets, working alongside Sales on expansion Renewal strategy end to end, including pricing and contract structure Customer segmentation and account-health scoring across a concentrated book of top accounts Hiring, coaching and career development for a team of six Team variable compensation and OTE design, in partnership with People and Finance CS playbooks, enablement library, and the CRM pipeline and dashboards (HubSpot) Executive relationships with the largest enterprise partners, including executive business reviews Voice-of-customer reporting back into Product, Marketing, Operations and Sales What you bring 10+ years in Customer Success, account management or a comparable B2B customer-facing function 5+ years leading and developing a Customer Success team A demonstrated track record owning retention, NRR and expansion targets, and building the segmentation, playbooks and metrics behind them Relevant industry exposure - experience at a purpose-driven, sustainability, ESG, CSR, social impact or corporate-giving technology company, or a track record selling into and supporting corporate sustainability and CSR buyers. You understand how impact commitments get measured, reported and defended inside a large enterprise. Startup or high-growth experience, ideally having built a CS function where little process existed Strong commercial instincts across renewal negotiation, pricing and expansion strategy Experience managing executive relationships at enterprise accounts, with polished communication in person and on video Fluency with CRM and CS tooling; HubSpot strongly preferred. SaaS background is a strong asset P&L or budget ownership is a significant advantage Based in Metro Vancouver or able to work core PST hours, with some travel to customer sites

The Director will lead a team of CSMs to manage the full post-sale relationship, focusing on retention, growth, and expansion. They are responsible for designing CS playbooks, account-scoring models, and maintaining executive relationships with Fortune 500 customers.

Requires over 10 years of experience in Customer Success or account management, with at least 5 years in a leadership role. Candidates should have a track record of owning NRR targets and experience within sustainability, ESG, or social impact technology.

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer Success Management
• Net Revenue Retention
• Gross Revenue Retention
• Account Strategy
• Renewal Negotiation
• Customer Segmentation
• Executive Relationship Management
• Team Leadership
• Pricing Strategy
• HubSpot
• SaaS
• Cross-selling
• Upselling
• Account Health Scoring
• Voice of Customer Reporting
• P&L Management

• Management & Leadership
• Customer Service & Support
• Sales
• Software
• Environmental & Sustainability

Expérience minimale

10+ ans

Postuler avant le

5 sept. 2026

Langue de l’offre

anglais

Heures de travail

40 heures par semaine

Présence au bureau

3 jours par semaine

Niveau d’expérience

Director

Mode de candidature

La candidature directe est offerte