Director, Customer Success Vancouver, BC · Hybrid (2–3 days/week in office) 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 key mandates in the business: proving that hard-won customers stay, grow and advocate. 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.

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. Gross and net revenue retention across the existing customer base, targeting 100%+ NRR 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 CS playbooks, enablement library, and the CRM pipeline and dashboards (HubSpot) Voice-of-customer reporting back into Product, Marketing, Operations and Sales 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. 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; SaaS background is a strong asset ~ Based in Metro Vancouver or able to work core PST hours, with some travel to customer sites

📌 Full Time Director (Vancouver)
🏢 Jagger
📍 Vancouver