CUSTOMER SUCCESS DIRECTOR or MANAGER (Ideally Vancouver based)

Wishpond Technologies

3d

About The Position

We are searching for a Customer Success Director or Manager to join our team. Ideally, the successful candidate is based in the Greater Vancouver area, allowing for in-person office collaborations. As a member of the Customer Success Team, the incumbent will be responsible for overseeing our small Sales Closer Customer Success Team. This position will work closely with all teams to ensure the success of our Partners. Together with all Teams, the Customer Success Director is responsible for the continued success of Salescloser.ai

Requirements

• 5+ years leading Customer Success, Account Management, or Post-Sales teams
• Experience managing multi-function CS organizations (CSMs, Support, SEs)
• Proven track record of improving retention and NRR
• Strong operational and KPI-driven leader
• Hands-on, customer-facing leadership style
• Experience partnering closely with Sales and RevOps
• A degree or diploma that contributes to the organization is considered an asset.
• Strong recruitment, training, leadership, and negotiation skills.
• Must be detail-oriented and creative and have a passion for helping partners and Team Members achieve their goals.
• Ability to analyze data and information to make key decisions that lead to continuous wins
• As part of a diverse team, the ability to work both independently and collaboratively.
• Must be technical, analytical, results-driven and have the ability to multitask in a fast-paced environment.
• Organized, administratively strong, and have solid writing, phone, and general communication skills.
• Fluent in English (spoken and written). Knowledge of a second language is considered an asset.
• Willing to participate in ongoing education and training for the role.

Nice To Haves

• Experience in SaaS or AI-driven platforms
• Built or scaled CS teams in a growth-stage company
• Experience owning renewals and expansion motions
• Familiarity with health scoring, renewal forecasting, and churn modelling
• Experience supporting enterprise or mid-market customers

Responsibilities

• Customer Lifecycle Ownership
• Own onboarding, handoffs, and lifecycle playbooks from close to renewal
• Define customer engagement models by segment (SMB / Mid-Market / Enterprise)
• Ensure clear ownership and accountability at every stage of the lifecycle
• KPI & Performance Management
• Define and own KPIs across all CS functions (adoption, health, churn, NRR, renewals)
• Establish weekly and monthly operating cadence and performance reviews
• Drive forecasting accuracy for renewals and expansion in partnership with RevOps
• Team Leadership & Scaling
• Hire, onboard, and scale critical CS roles as the business grows
• Coach and performance-manage CSMs, Support, and Solution Engineering
• Build a high-accountability, customer-first culture
• Retention, Risk & Expansion
• Own churn prevention strategy and early risk identification
• Ensure every at-risk account has a documented mitigation plan
• Partner with Sales on expansion readiness, timing, and qualification
• Support renewals and expansions with clear value articulation
• Cross-Functional Leadership
• Partner closely with VP Sales and RevOps on retention modelling, forecasting, and GTM alignment
• Align CS with Product, Engineering, and Support to close feedback loops
• Act as the voice of the customer internally
• Systems & Process Ownership (Often Missed but Critical)
• Own CS tooling and data hygiene (CRM, health scoring, reporting)
• Ensure consistent documentation, notes, and account plans
• Drive operational discipline and eliminate reactive fire drills
• Other duties as assigned.

Benefits

• Exciting and dynamic environment with a great leadership team
• Comprehensive training program and regular performance reviews to facilitate your success
• Competitive compensation based on experience and proven abilities
• Great referral programs with incentives and bonuses
• Unbelievable product discounts when you use our products for your own business
• A global workforce of multi-cultural and talented colleagues
• A close-knit operation with amazing growth opportunities for your personal development
• Corporate headquarters in beautiful Vancouver, British Columbia, Canada

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed