Our client is a rapidly growing B2B SaaS company transforming how organizations operate through automation, data, and intuitive user experiences. With a global customer base and Series B funding secured, the company is scaling its Customer Success function to ensure clients achieve measurable impact and long-term satisfaction.
They are seeking a Director, Customer Success to lead a high-performing CS team across North America. This is a fully remote leadership role for someone who thrives in fast-moving SaaS environments and is passionate about building scalable programs, improving retention, and driving customer growth.
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Strategic Leadership:
Define and execute the customer success vision and strategy aligned with company growth goals and customer outcomes. -
Team Management:
Lead, mentor, and scale a distributed team of Customer Success Managers (CSMs) and onboarding specialists. -
Customer Engagement:
Develop scalable engagement frameworks to increase product adoption, improve satisfaction, and reduce churn. -
Revenue Enablement:
Partner with Sales, Product, and Marketing to drive renewals, expansion opportunities, and upsells. -
Customer Advocacy:
Build strong executive relationships with strategic accounts and transform feedback into actionable insights for product and support teams. -
Operations & Reporting:
Own CS tools, KPIs, and dashboards (e.g., NRR, CSAT, time-to-value) and report regularly to executive stakeholders. -
Playbook Development:
Create and refine onboarding, QBR, health score, and escalation playbooks for consistency and scale.
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7–10+ years of experience in Customer Success, including 3+ years in a CS leadership role at a B2B SaaS company
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Proven track record improving retention, customer satisfaction, and net revenue retention (NRR)
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Experience leading distributed teams and operating in a remote-first environment
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Deep understanding of the SaaS customer lifecycle and success metrics
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Strong operational mindset with experience managing tools like Gainsight, ChurnZero, or HubSpot
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Exceptional communication and cross-functional collaboration skills
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Bonus: Experience with enterprise or mid-market SaaS platforms in industries like HR Tech, FinTech, or EdTech
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100% remote across Canada or the U.S.
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Competitive base salary, performance bonus, and equity package
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Full health, dental, and vision benefits
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Generous vacation and flexible time-off policies
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Annual learning & development stipend
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Inclusive, growth-oriented culture focused on customer impact and employee success
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Opportunity to shape the customer journey at a high-growth SaaS company
