Responsibilities include, but not limited to: Lead from the front by fully understanding and being able to step into the job of each CSM when needed Lead a customer success group that is highly effective at carrying out s mission Manage a personal client portfolio of 20-30 clients Manage your team to achieve set GRR, NRR, and Customer Satisfaction goals Working closely with Boasts Product team in order to enhance internal and external adoption of the platform Work closely with Boasts Customer Delivery Team in order to create the best outcome for our clients Manage escalations within the CS team by following a methodical escalation process Improving the effectiveness of the CS team by developing and maintaining process Identify KPIs and metrics to measure team performance and manage your team to those goals and outcomes Work with CSM to enable their ability to upsell product to existing customers Implement effective performance management processes to maximize CS team member performance Develop team retention strategies to maximize eNPS and minimize employee turnover Collaborate with the business development team and product team to continually improve the customer journey Continue to strengthen a CSM team Skills & Qualifications Lead and Inspire a high-performing team of 8+ direct reports in the R&D; Tax space,



with a focus on driving exceptional results and outstanding customer experiences Develop and leverage exceptional people management and coaching skills to motivate and empower team members to succeed and grow professionally Drive operational excellence through analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning Display a strong management presence and leadership ability, with exceptional communication and interpersonal skills that inspire and motivate teams and stakeholders alike Demonstrate a passion for winning and delivering exceptional results, with an intense drive to become an expert in the R&D; Tax space Exhibit flexibility and agility in responding to evolving business priorities and navigating ambiguity with ease Proven track record of effectively managing a team to upsell to clients and delivering positive outcomes Collaborate effectively across the organization and with external stakeholders to drive alignment and achieve shared objectives Willing and able to address escalated client issues with speed, urgency, and empathy.

Benefits of Joining Boast Highly competitive salary range Remote-first and flexible work culture that prioritizes work-life balance Open and transparent management structure that values collaboration and feedback from all team members, ensuring your voice is heard and your ideas are valued Comprehensive health benefits package, including medical, dental to ensure you and your family are well taken care of Stock options to align your interests with the company''s success and benefit from its growth Continuous learning opportunities to promote personal and qualified growth Generous vacation time, unlimited PTO.

📌 Director of Customer Success (Canada)
🏢 Boast.AI
📍 Canada