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