Enterprise Customer Success Director
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Build trusted enterprise relationships while leading customer success operations, renewals, and escalations across a fully remote Canadian-based mandate.
This hands-on Head of Customer Success & Support will manage senior stakeholder relationships across enterprise organizations, financial institutions, and vendor partners. You will combine team leadership with direct account ownership, commercial acumen, and cross-functional coordination. Your work will establish service standards, account health reporting, and proactive plans for adoption, customer value, and renewal risk.
Key Responsibilities:
- Build relationships with senior enterprise stakeholders
- Lead quarterly business and impact reviews
- Identify renewal risks at least 120 days ahead
- Partner with Sales on pricing and expansion
- Resolve escalations across internal departments
Requirements:
- Six or more years in Customer Success or Account Management
- Three or more years managing enterprise accounts
- Confidence communicating with C-suite decision-makers
- Experience handling complex cross-functional escalations
- Commercial experience supporting renewals, pricing, and expansion
Bring enterprise relationship management, commercial judgment, escalation leadership, and customer health expertise to this senior SaaS function.
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