Sr. Director, Customer Success

Sr. Director, Customer Success
Salary: Based on experience + Benefits + Vacation
Location: Toronto, ON (Hybrid / Remote Options Available)
Length: Full-Time, Permanent
Reporting Manager: Chief of Technology and Operations (CTO/COO)

About Us:
 

At WellnessLiving, we empower thousands of health and wellness business owners to turn their entrepreneurial dreams into reality. Our mission-critical software fuels their vision, supporting millions of clients around the world in their wellness journeys. With a deep commitment to putting our customers first, we foster a culture that values high performance, adaptability, and accountability. If you are a skilled professional who thrives in a fast-paced, customer-focused environment and are passionate about making a meaningful impact on the health and wellness industry, we would love to connect with you.
Our team is driven by four core values that shape everything we do:

• Customer First – We approach every challenge with a customer-focused lens, driven by an obsession with our customers' happiness and success.
• Excellence – We approach every task, whether big or small, with a steadfast commitment to exceptional execution and the pursuit of greatness.
• Accountability – We take full ownership of our decisions, actions, and outcomes – both successes and failures.
• Adaptability – We recognize that sustained success demands that we be malleable and purposefully evolve, acknowledging that the world is dynamic and constantly changing.

About the Role:

We're seeking an experienced and inspiring Director of Customer Success to lead our global Customer Experience and Support operations. This role will focus on driving operational excellence, scaling service delivery, and developing high-performing onshore and offshore teams. The ideal candidate brings a balance of strategic leadership, data-driven decision-making, and a passion for empowering teams to deliver world-class customer experiences.
 

Responsibilities:

• Lead and oversee global Customer Success and Support operations to ensure alignment with company objectives.
• Build and develop high-performing teams that prioritize accountability, collaboration, and continuous improvement.
• Implement efficient operating models to optimize workload balance, shift coverage, and service quality.
• Use data and technology to drive operational performance, improve customer satisfaction, and streamline workflows.
• Establish and monitor key performance metrics such as CSAT, NPS, first response time, and SLA adherence.
• Collaborate with cross-functional leaders to ensure the customer journey reflects our company's commitment to excellence.
• Develop and maintain strong offshore partnerships, ensuring performance, communication, and cultural alignment.
• Foster a learning culture through coaching, mentorship, and professional development opportunities for your teams.
• Provide regular insights and strategic recommendations to senior leadership to continuously improve customer experience and retention.

Skills & Qualifications:

• Bachelor's degree in business, operations, or a related field (Master's preferred).
• 8+ years of experience leading Customer Success or Support operations within SaaS, including 3+ years in a senior leadership role.
• Proven track record in improving retention and customer satisfaction through operational excellence.
• Experience managing offshore teams and scaling global service operations.
• Strong analytical mindset with expertise in data-driven performance management and workforce optimization.
• Proficiency with support platforms such as Zendesk, Intercom, or Salesforce Service Cloud.
• Exceptional leadership, communication, and change management skills

Why Work With Us?

• Work with a passionate, dynamic, and fast-growing team dedicated to making a meaningful impact in the wellness industry.
• Competitive salary, vacation, and benefits package.
• Flexible hybrid work environment with opportunities for growth and development.
• A culture that values creativity, collaboration, and continuous learning.

Please note that only those selected for an interview will be contacted.

WellnessLiving is proud to be an equal opportunity employer. Employment decisions are based solely on qualifications, experience, and business needs. We do not tolerate discrimination or harassment of any kind. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, genetic information, veteran status, marital or family status, or any other status protected by law.