The Director, Customer Success is a senior leadership role responsible for driving retention, expansion, and long‑term customer value across a strategic Enterprise portfolio of B2B SaaS customers. This role owns excellence in execution—translating strategy into outcomes through disciplined operating rhythms, solid project management, and accountability to measurable results. Your portfolio responsibility will consist of 60-80 North America-based Enterprise customers totaling $40M-60M ARR. You will lead and develop a team of 8-10 Enterprise-level Customer Success Managers (CSMs) and Customer Strategy Leads (CSLs) focused on identifying and mitigating churn risk, driving new and existing revenue, accelerating customer time‑to‑value, and ensuring high product utilization and adoption. This role partners closely with Sales, Product, Marketing, Support, and Professional Services to innovate and deliver exceptional customer outcomes at scale. The ideal candidate is a hands‑on leader who thrives in complex, fast‑moving environments, rigorously manages performance against KPIs, and inspires teams to deliver consistent, repeatable results. Why you'll love this role: Lead and scale a high-performing Customer Success team, coaching leaders and driving a culture of customer excellence. Make a direct business impact by owning customer retention, growth, and long‑term success. Partner with executive stakeholders to help customers achieve meaningful business outcomes. Shape strategy and influence change across Product, Sales, and Operations. Build and optimise scalable programs that enhance customer experience and support company growth How you'll shape Customer Operations at Achievers: Customer Outcomes, Retention & Growth Own customer success outcomes across a defined book of business, with accountability for: Net Revenue Retention (NRR) Gross Retention / Churn ARR growth through expansion,



cross‑sell revenue and recognition point volume and redemption margin Product adoption, utilization, and value realization Proactively identify and mitigate customer churn‑risk using data‑driven signals and qualitative insight Ensure customers realize clear, documented business value tied to their original use cases and evolving goals Engage with customer leadership to deepen and broaden our connection with key stakeholders Lead strategies that drive revenue growth through demonstrated ROI, strong executive alignment, and outcome‑based success planning Ability to multi-thread and network at the VP and C‑Suite level of our customers’ organizations Team Leadership & Performance Management Lead, coach, and develop a high‑performing team of Customer Success Managers and Customer Strategy Leads Set clear expectations, operating cadences, and performance standards aligned to company priorities Drive high accountability for execution, results, and forecast accuracy Manage customer escalations to successful resolution and correct root cause to mitigate reoccurrence Partner with Enablement and Revenue Operations to build and maintain scalable and durable programs to elevate team capability Foster a culture of ownership, urgency, and continuous improvement Execution Excellence & Program Management Translate customer success strategy into operational execution across people, process, and tools Lead complex, cross‑functional initiatives (e.G. risk mitigation, renewal transformation, adoption programs) Improve customer time‑to‑value and sustained value through program road mapping, success planning, and lifecycle engagement Ensure consistent use of customer success methodologies, playbooks, and best practices Manage capacity planning, segmentation strategy, and coverage models to scale the function effectively Cross‑Functional Leadership & Influence Partner with Enablement, Revenue teams, and

📌 Director, Customer Success (Toronto)
🏢 Achievers
📍 Toronto