Director, Customer Success

🔥 2 minutes ago

🌐 Canada, United States – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote

💵 CA$184.7k - CA$225.8k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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HighlightTA

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2024

🎯 Recruiter

👥 HR Tech

💼 Consulting

Recruitment • HR Tech • Consulting

At HighlightTA, we simplify hiring by embedding talent partners into your team, leading recruitment projects, or managing your entire talent function. Our flexible, on-demand solutions let you scale up or down as needed, without long-term commitments or high agency fees. With decades of experience, our data-driven approach ensures fast access to top-tier talent, saving you time and reducing costs. Whether it's integrating talent partners, overseeing recruitment functions, or delivering one-off projects through our ProjectTA service, we tailor our solutions to meet your specific business needs. Ready to build exceptional teams? Let's connect.

📋 Description

• Lead and develop the Account Management team • Own customer retention, renewals, and expansion outcomes across enterprise customers • Monitor customer health, proactively address risks, and identify growth opportunities • Evolve team structures, customer coverage models, and operational processes with the VP, Customer Success • Lead organizational and operational changes to improve efficiency, team effectiveness, and customer experience • Champion AI, automation, and emerging technologies to streamline workflows and enhance customer outcomes • Partner with Sales, Product, RevOps, and other teams to represent customer needs and align priorities • Navigate complex challenges and drive solutions with autonomy and sound judgment • Support global Customer Success operations and consistent service across regions • Coach and develop Account Management leaders and team members • Identify professional growth and succession-planning opportunities • Lead through change while maintaining team engagement and focus on results

🎯 Requirements

• Significant leadership experience in enterprise SaaS Customer Success or Account Management, including managing managers • Proven success driving customer retention, renewals, and expansion revenue within a high-touch enterprise customer model • Experience leading and scaling global or multi-region teams • Experience navigating organizational change and evolving customer coverage models • Strong commercial acumen • Ability to develop high-performing teams, influence cross-functional stakeholders, and make independent decisions • Experience in a scaling SaaS organization, ideally within the $30M to $100M ARR range • Comfort collaborating across global time zones, particularly with teams and customers in North America and Europe • Experience working alongside customer support or technical support functions (nice-to-have) • Background in retail technology or familiarity with retail store operations (nice-to-have) • Familiarity with Gainsight, Catalyst, or Salesforce (nice-to-have) • Experience leveraging AI or automation to improve Customer Success operations (nice-to-have) • Ability to work East Coast hours to support overlap with European teams • Must be based in the US or Canada • Must be legally authorized to work in Canada or the United States • Up to 25% travel may be required

🏖️ Benefits

• Remote-first culture and fully remote work • Stock options • Flexible time-off policy • Monthly coffee-shop stipend • Fully paid one-month sabbatical after five years • Medical, dental, and vision policies • Annual company off-sites • Paid day off each quarter for volunteering • Unlimited access to Udemy Business • Career development conversations with manager • 5 to 10% higher-cost-of-living salary multipliers, depending on location

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