Director, Customer Success Management

veritree is an award-winning climate tech company based in Vancouver. Launched in 2021, our technology measures and verifies the impact of restoration projects from the ground up — elevating the credibility of global restoration projects and unlocking investment in nature. We’re on our way to embedding nature into 100,000 businesses and planting one billion verified trees by 2030. We’re evolving from a founder-led sales function into a durable revenue organization. Customer Success has grown from three to seven people in the past year, and it now owns one of the company’s most important mandates: proving that we retain and expand the customers we’ve worked so hard to win. The Director, Customer Success leads veritree’s post-sale relationship with every customer — from go-live through renewal and expansion. You own veritree’s core retention-and-growth mandate: retaining and expanding our existing customer base (targeting 100% net revenue retention, or NRR, each half) while building the team, playbooks, systems, and account strategy that make that performance repeatable at scale. You lead a team of 6 Senior Customer Success Managers and Customer Success Managers, carry the full retention, upsell, cross-sell, and transactional re-sign number for the business, and stay close enough to our largest enterprise partners to step in and run calls when needed. You sit at the centre of the company — working across Sales, Marketing, Product, Forest, Operations, Finance, and People — to translate what customers need into what veritree delivers. You are equally comfortable coaching a Customer Success Manager through a difficult renewal, presenting an impact review to a Fortune 500 sustainability lead, and designing the account-scoring model and CRM pipeline that run the whole function. Own gross and net revenue retention across the existing customer base, targeting 100%+ NRR each half and protecting the multi-million-dollar existing-customer revenue cohort. identify and close expansion opportunities (new project sites, new impact offerings, API and platform features) in partnership with Sales. Support the CS team as needed in renewals end-to-end — CS owns the renewal motion, from initiating conversations well ahead of contract end through negotiating pricing and inflationary increases. Own the customer segmentation and account-health scoring model (contract value × growth potential), refreshed on a regular cadence to sharpen prioritization and surface at-risk and high-potential accounts. Lead, coach, and grow the Customer Success team of Senior Customer Success Managers and Customer Success Managers; hire to plan, onboard new team members, and build career paths (including promotions and role progression). Run the team operating rhythm — including a weekly CS sync redesigned around async pulse updates, shared learnings, and live coaching — and set consistent standards for call and email quality, objection handling, and prioritization. Build and maintain the CS knowledge base and enablement library (onboarding guides, playbooks, escalation guidelines) and champion AI and automation tooling to help the team scale. Customer relationships Stay close to our largest enterprise partners as a senior point of support — ready to step into executive business reviews (EBRs), impact reviews, or key calls, and to travel to customer and project sites when needed. Support the CSMs with quarterly business reviews (QBRs) with the top revenue-generating customers, driving measurable relationship and account-health scores if needed. Deliver value early — ensure enterprise and high-potential partners see fulfillment and impact within their first months, supported by project storytelling and impact reporting. Serve as the escalation point for at-risk accounts, churn signals, and SLA risks, and determine when to escalate to executive leadership. Own the Customer Success pipeline and dashboard in the CRM (HubSpot); partner with Revenue Operations to keep account ownership, health, and forecasting accurate and reportable. Build and standardize CS playbooks — onboarding, business reviews (EBRs/QBRs), at-risk and low-engagement accounts, high-growth accounts — plus templates for success plans, business reviews, impact reports, and internal response/follow-up SLAs. Continue to build upon efficiencies within the CS team and inter-departmentally in order to scale team processes. Produce a quarterly cross-functional scorecard and voice-of-customer memo for the organization: what customers needed, what we delivered, where we fell short, what we learned, and what’s changing next quarter. Represent the customer across the business — feeding insights to Product (roadmap, platform engagement), Marketing (case studies, co-marketing, events such as Climate Week), Field Operations (fulfillment and timing), and Sales (handoffs and expansion). 10+ years in Customer Success, account management, or a related B2B customer-facing function, including 5+ years lead