Enterprise Director, Customer Success

As the **Enterprise Director, Customer Success**, you’ll lead a high-performing team focused on driving measurable outcomes for our most strategic customers. You’ll oversee a key book of business, cultivate executive relationships, and ensure your team consistently drives value/ROI, renewals, and expansions—while exceeding customer satisfaction and retention goals.

**Key Responsibilities**:
**Team Leadership**
- Lead and mentor a larger team to ensure they meet and exceed customer satisfaction and retention goals.
- Drive team participation in Spiffs, new initiatives, and track results
- Ensuring their team members are driving these and that they are participating in the crucial ones and helping to elevate the relationships
- Provide guidance, support, and coaching to CSMs in their interactions with clients, including onboarding, training, and ongoing support.
- Drive knowledge sharing to maintain information and knowledge flow; provide a leadership role in team meetings and in development within and across the team
- Hold direct reports accountable for deliverables, KPIs, as well as required internal updates such as SFDC forecasting
- Set expectations on performance and give feedback including formal performance reviews and ongoing mentorship/coaching
- Set up training and mentoring to grow team
- Continuously communicate metrics to team
- Lead by example on how you manage your own BoB - keeping SFDC up to date, following the CS program, etc.
- Identify opportunities and support execution to Implement and refine processes and workflows internally and externally from pre-kick offs, through expansion plays, account planning and other engagements to better deliver seamless support and enhanced experiences
- Foster a high level of team engagement by creating a culture of collaboration, recognition, and continuous development. Promote shared success through regular team check-ins, all-hands, and feedback loops.

**Customer Management & Value Realization**
- Serve as executive sponsor for key accounts, managing escalations and reinforcing strategic relationships.
- Guide your team in delivering impactful business reviews and uncovering expansion opportunities.
- Support strategic account planning and commercial efforts including renewal, upsell, and cross-sell motions.
- Build customer advocacy and support identification of champions for case studies, references, and events.

**Operational Excellence & Performance Management**
- Continuously assess and improve customer success processes and workflows to ensure efficiency, scalability, and consistency across the team.
- Implement best practices and tools to streamline customer onboarding, adoption, and ongoing support processes.
- Monitor key performance metrics, including retention, expansion, pipeline development, adoption, customer satisfaction, and churn forecast and take proactive measures to address any issues or concerns.
- Provide regular reports and updates to senior management on the performance of the customer success team and the health of customer accounts.

**Product & Market Expertise**
- Maintain deep knowledge of Alida’s product suite to guide customers on best practices.
- Stay ahead of industry trends and customer use cases to bring strategic insights to your team and clients.

**Cross-Functional Collaboration**
- Work closely with Sales, Product, Support, and other internal teams to ensure alignment on customer needs, feedback, and priorities.
- Act as a liaison between customers and internal teams to advocate for customer requirements and drive product enhancements

**Qualifications**:

- ** Proven Leadership & Team Management**: Demonstrated success in leading, scaling, and mentoring high-performing Customer Success teams, including managing multiple direct reports and delegating tasks effectively, ideally within an enterprise SaaS environment.
- ** Strategic Growth & Business Acumen**: Strong track record of developing and executing growth strategies, coupled with sharp analytical, critical thinking, and business acumen to drive team and organizational success.
- ** Exceptional Communication & Interpersonal Skills**: Excellent verbal, written, negotiation, and presentation abilities, complemented by strong interpersonal skills and organizational prowess for effective collaboration and stakeholder engagement.

**Additional details**:

- This role can be based remotely across Canada, or hybrid if you are near our offices in Toronto or Vancouver.
- The typical base salary range for this role is $150,000-160,000 CAD. This is based on a number of factors and may vary depending on job-related knowledge, skills, and experience.

**The Good Stuff**:
+ Amazing growth and learning opportunities with a fast-growing Canadian SaaS company that is a world leader in its industry

+ Best-in-class company paid benefits for you and your family - offering medical, dental, vision, RRSP matching in Canada, a 401K in the US, and more.

+ Unlimited Vacation: Yep