Director, Customer Success, Enterprise Account Management

Dialogue•Montreal, QC

3d•Hybrid

About The Position

Reporting to Melissa Trottier, Vice President, Customer Success, the Director, Customer Success, Enterprise Account Management has a mission to serve as a client advocate and trusted advisor for a highly strategic segment of Dialogue’s clientele, driving sustainable growth and ensuring long-term success. This position requires an experienced leader, capable of managing strategic relationships, but above all, inspiring, mobilizing, and developing their team. The Director will play a key role in talent development, creating a collaborative environment, and achieving ambitious collective goals. They will be responsible for designing and implementing effective retention and engagement strategies, while ensuring our solutions optimally meet the complex and evolving needs of our clients. This leader brings a coaching and empowering management style that develops talent, fosters autonomy, and holds the team accountable to high standards. The Director will be accountable for achieving a defined growth objective, ensuring the team generates sustainable and measurable value for both our clients and Dialogue. In close collaboration with the sales, partnerships, and marketing teams, this individual will act as the spokesperson for our most strategic clients, while strengthening team cohesion and performance to drive sustained growth.

Requirements

5+ years of experience managing complex solutions with cross-functional teams
Proven experience negotiating and managing relationships with C-suite and senior executives, adopting a trusted advisor mindset
Excellent written and spoken communication skills in both French and English
Demonstrated ability to think strategically and critically, assessing opportunities and risks to develop relevant strategies
A track record of performance and success, showing a history of exceeding objectives
A strong bias for action and comfort with ambiguity
Mastery of a consultative account management approach: understanding the client’s business challenges before proposing a solution, and co-building value over time
Prior experience collaborating with a partner or broker network supporting shared clients, and understanding of tripartite relationships
Comfort with digital tools and a strong interest in technology and automation
Bilingualism is essential for this position. You may be required to communicate in French and English.

Nice To Haves

Direct experience with human resources, employee benefits, the insurance industry, or corporate wellness programs is considered a strong asset

Responsibilities

Leading and growing a team of senior account managers, elevating their strategic advisor posture
Building and nurturing strategic relationships with key stakeholders, including C-suite and executive leaders
Supporting the team in designing value-based account strategies that drive retention, long-term expansion, and client advocacy, while identifying gaps and elevating the overall quality of execution
Representing Dialogue at industry events, conferences, and corporate functions to build lasting influence and credibility with HR market leaders, and bringing those insights back internally to inform our strategy
Influencing the strategic direction of our tech, clinical, and operational teams based on market signals, in order to evolve Dialogue's offering and stay anchored to real client needs
Acting as a central leader in aligning cross-functional teams to our clients’ complex needs, simplifying communication, and removing roadblocks

Benefits

Access to the Dialogue app and virtual mental health support for you and your family
Fully funded insurance
a health spending account
dental coverage
fitness reimbursement
4 weeks vacation
9 wellness days
1 volunteer day
Hybrid work: 3 days/week in our Montreal or Toronto offices, excluding remote roles
Work abroad up to 4 weeks/year
Incentive plans
referral bonuses
RRSP matching
Learning via Coursera
external training budget
mentorship
Optional parental leave top-up