Director, Customer Success > Vancouver, BC · Hybrid (2–3 days/week in office)

About the chance
We're partnering with a growing B2B software company on a confidential search for their Director, Customer Success. The company is moving from a founder-led sales motion into a durable revenue organization. Customer Success has more than doubled in the past year and now owns one of the most important mandates in the business: proving that hard-won customers stay, grow and advocate.

The role
You'll own the full post-sale relationship, from go-live through renewal and expansion, and carry the company's retention and growth number. You'll lead a team of six Senior CSMs and CSMs while building the playbooks, systems and account strategy that make the performance repeatable.

This is a builder's seat in a high-growth, sometimes ambiguous environment. You'll coach a CSM through a tough renewal, present to a senior executive at a Fortune 500 customer, and design the account-scoring model behind the whole function.

What you'll own
Gross and net revenue retention across the existing customer base, targeting 100%+ NRR
Upsell, cross-sell and re-sign targets, working alongside Sales on expansion
Renewal strategy end to end, including pricing and contract structure
Customer segmentation and account-health scoring across a concentrated book of top accounts
Hiring, coaching and career development for a team of six
Team variable compensation and OTE design, in partnership with People and Finance
CS playbooks,



enablement library, and the CRM pipeline and dashboards (HubSpot)
Executive relationships with the largest enterprise partners, including executive business reviews
Voice-of-customer reporting back into Product, Marketing, Operations and Sales

What you bring
10+ years in Customer Success, account management or a comparable B2B customer-facing function
5+ years leading and developing a Customer Success team
A demonstrated track record owning retention, NRR and expansion targets, and building the segmentation, playbooks and metrics behind them
Relevant industry exposure - experience at a purpose-driven, sustainability, ESG, CSR, social impact or corporate-giving technology company, or a track record selling into and supporting corporate sustainability and CSR buyers. You understand how impact commitments get measured, reported and defended inside a large enterprise.
Startup or high-growth experience, ideally having built a CS function where little process existed
Strong commercial instincts across renewal negotiation, pricing and expansion strategy
Experience managing executive relationships at enterprise accounts, with polished communication in person and on video
Fluency with CRM and CS tooling; HubSpot strongly preferred. SaaS background is a strong asset
P&L; or budget ownership is a significant advantage
Based in Metro Vancouver or able to work core PST hours, with some travel to customer sites

📌 Director of Customer Success (British Columbia)
🏢 Jagger
📍 British Columbia