English will follow.

Nous recherchons une Directeur(rice) Customer Success oriente client, stratgique et laise avec la technologie, pour diriger et faire voluer notre fonction Customer Success lchelle globale. ce poste cl, vous serez responsable de la vision, de la performance et de la structuration de lquipe Customer Success , tout en restant proche du terrain et des clients stratgiques.

Vous travaillerez en troite collaboration avec les quipes Produit, Ventes, Finance et Direction afin dassurer une adoption forte de la plateforme Botpress, une rtention durable et une cration de valeur mesurable pour nos clients, des dveloppeurs individuels jusquaux grandes entreprises internationales.

Ce poste est un rle 100 % en prsentiel.

Il noffre aucune flexibilit de tltravail.

Cette exigence est non ngociable et constitue un critre liminatoire.

Nous croyons fermement quun leadership fort, une collaboration rapide et une culture dexcellence se construisent au quotidien, sur site.

Heures de travail: 40 heures par semaine Horaire: Temps plein Lieu: 400 Boulevard de Maisonneuve Ouest (200) Prime: Admissible une prime annuelle de rendement base sur latteinte des objectifs daffaires, notamment en matire de rtention de la clientle, de croissance de la clientle et de la performance globale de lentreprise.

Vos responsabilits Leadership & Management Manager, coacher et faire voluer une quipe de Customer Success Managers Dfinir des objectifs clairs, des indicateurs de performance (KPIs) et des standards dexcellence Recruter, onboarder et dvelopper les talents Customer Success Instaurer une culture downership, de rigueur et dorientation rsultats Stratgie Customer Success Dfinir et piloter la stratgie globale de Customer Success (onboarding, adoption, rtention, expansion) Structurer les parcours clients selon les segments (SMB, mid-market, enterprise) Mettre en place des processus scalables adapts une croissance rapide Piloter les stratgies de renouvellement, de rduction du churn et dupsell/cross-sell Relation client & expertise produit Intervenir sur les comptes stratgiques et les situations complexes ou fort enjeu Agir comme conseillerre de confiance auprs des dcideurs clients Traduire des concepts techniques et stratgiques en valeur business concrte Garantir une comprhension approfondie de la plateforme et des cas dusage avancs Collaboration transverse tre la voix du client en interne et influencer la roadmap produit Travailler troitement avec les quipes Produit,



Engineering et Sales Contribuer lamlioration continue des outils, workflows et systmes Customer Success Fournir des analyses et insights clients la direction Description We are looking for a customer-oriented, strategic, and tech-savvy Director of Customer Success to lead and scale our Customer Success function globally.

In this key role, you will be responsible for the vision, performance, and structure of the Customer Success team , while remaining close to the field and to strategic customers.

You will work closely with the Product, Sales, Finance, and Executive teams to ensure strong adoption of the Botpress platform, long-term retention, and measurable value creation for our customers, from individual developers to large international enterprises.

This is a 100% in-person role .

It offers no remote work flexibility .

This requirement is non-negotiable and is a disqualifying criterion.

We firmly believe that strong leadership, fast collaboration, and a culture of excellence are built every day, on site.

Hours of work: 40 hours per week Schedule: Full-time Location: 400 Boulevard de Maisonneuve Ouest (200) Bonus: Eligible for an annual performance bonus based on the achievement of business objectives, including customer retention, customer growth, and overall company performance.

Your responsibilities: Manage, coach, and scale a team of Customer Success Managers Define clear objectives, performance indicators (KPIs), and standards of excellence Recruit, onboard, and develop Customer Success talent Instill a culture of ownership, rigor, and results orientation Customer Strategy Define and lead the global Customer Success strategy: onboarding, adoption, retention, and expansion Structure customer journeys by segment: SMB, mid-market, and enterprise Implement scalable processes adapted to rapid growth Lead renewal, churn reduction,



and upsell/cross-sell strategies Customer Relationships Step in on strategic accounts and complex or high-stakes situations Act as a trusted advisor to customer decision-makers Translate technical and strategic concepts into concrete business value Ensure a deep understanding of the platform and advanced use cases Collaboration Be the voice of the customer internally and influence the product roadmap Work closely with Product, Engineering, and Sales teams Contribute to the continuous improvement of Customer Success tools, workflows, and systems Provide customer analyses and insights to the executive team Requirements 7+ ans dexprience en Customer Success, Account Management, Solutions Consulting ou rle client quivalent Exprience avre en management dquipe Customer Success Exprience solide en environnement SaaS, PaaS ou tech B2B Capacit dmontre piloter ladoption, la rtention et la croissance client Excellentes comptences en communication, leadership et influence laise avec des produits techniques et des environnements complexes Forte thique de travail et sens des responsabilits Capacit voluer dans un environnement rapide, exigeant et en forte croissance Matrise de langlais Exprience avec l IA gnrative et l IA conversationnelle Parcours en startup ou scale-up forte croissance Forte culture produit et sens aigu du client Familiarit avec les agents IA, chatbots, LLMs ou plateformes dautomatisation Capacit allier exigence, empathie et orientation solution Requirements 7+ years of experience in Customer Success, Account Management, Solutions Consulting, or an equivalent customer-facing role Proven experience managing a Customer Success team Strong experience in a SaaS, PaaS, or B2B tech environment Demonstrated ability to drive adoption, retention, and customer growth Excellent communication, leadership, and influencing skills Comfortable with technical products and complex environments Strong work ethic and sense of responsibility Ability to thrive in a rapid-paced, demanding, and high-growth environment Fluency in English Experience with generative AI and conversational AI Background in a high-growth startup or scale-up Strong product mindset and sharp customer focus Familiarity with AI agents, chatbots, LLMs, or automation platforms Ability to combine high standards, empathy, and a solution-oriented mindset Benefits 4 semaines de congs pays Admissibilit aux assurances collectives aprs la priode de probation

Accs un service de tlmdecine aprs la priode de probation Benefits 4 weeks of paid vacation Eligibility for group insurance after the probation period Access to a telemedicine service after the probation period Contact :

📌 Directeur Customer Success / Director of Customer Success (Montreal)
🏢 Botpress Technologies
📍 Montreal