Customer Success Director

This employer is an HR technology company seeking a Director of Customer Success Managers to own gross retention and net revenue retention across its named and higher-value accounts. Reporting to the VP of Global Customer Success, you will lead a global organisation of managers and customer success managers who protect the customer base, manage renewals and drive expansion.

The Role

• Lead, hire and coach managers of customer success across multiple regions and time zones.

• Set and manage coverage models by account tier, own the annual re-tiering of books and standardise tier-specific playbooks.

• Oversee renewals across the portfolio and move legacy evergreen agreements to standard contractual terms.

• Lead the weekly and monthly risk and churn review with revenue leadership, keeping real-time health signals and remediation plans for at-risk accounts.

• Set rules of engagement with account management, and report retention, net revenue retention and portfolio risk to executive leadership.

What You'll Need

• 10+ years of experience in customer success or account management within B2B SaaS or global services, including 5+ years leading people managers.

• A proven record of protecting and expanding a large customer book with measurable gains in gross and net retention.

• Experience leading distributed teams across regions and designing tiered coverage models, playbooks and scalable operating frameworks.

• Strong executive presence and fluency with Salesforce and customer health data platforms; HR tech, payroll or global expansion experience is preferred.

What's On Offer

• Annual fixed pay of CAD 140,000 – CAD 175,000, plus variable compensation tied to retention.

• Medical, dental and vision insurance, spending accounts, generous paid parental leave and flexible time off.

• A remote-first team, with a sabbatical after five years.

Apply via Haystack today!