Director, Customer Success

SuiteSpot•Toronto, ON

5d•Remote

About The Position

At SuiteSpot, we are a PropTech company on a mission to transform how residential real estate is managed and operated at scale. Our award-winning Suite Spot Maintenance and Capital SaaS solutions help customers optimize operations by combining cutting-edge technology, enterprise support, and development agility. We are seeking an experienced and visionary Director, Customer Success to lead, scale, and mature our Customer Success organization. In this leadership role, you will be responsible for evolving, formalizing, and executing our Customer Success strategy and playbook, while hiring, managing, and mentoring a high-performing team of Customer Success Managers (CSMs). As a key face of our company, you will act as an executive partner to our most critical accounts, confidently interfacing with C-level executives to articulate value, align strategic business outcomes, and build long-term trust. You will drive customer retention, acceleration of time-to-value, net revenue retention (NRR), and deep product adoption across our client base. This position is fully remote, with core hours aligned to the Eastern Time Zone.

Requirements

3+ years of direct people management experience building and leading Customer Success or Account Management teams in SaaS.
7+ years of total experience in Customer Success Account Management (PropTech experience is a strong plus).
Proven track record of owning, evolving, and executing Customer Success programs, frameworks, and core metrics (NRR, Churn, CSAT, NPS, Time-to-Value).
Outstanding presentation and communication skills with demonstrated ability to interface effectively with C-suite stakeholders.
Data-driven decision-making style with strong proficiency in CS management platforms.

Nice To Haves

PropTech experience

Responsibilities

Recruit, onboard, develop, and retain a high-performing team of Customer Success Managers, fostering a culture of accountability, continuous learning, and customer obsession.
Establish clear performance targets, key performance indicators (KPIs), and professional development tracks for CSMs; provide continuous coaching on executive presence, strategic account planning, and customer retention.
Manage team bandwidth, account assignments, and capacity planning to support ongoing company growth trajectories.
Build, implement, and continually optimize the overall Customer Success framework, lifecycle playbooks, and standardized operational procedures from onboarding through renewal and expansion.
Establish robust customer health scoring models, risk mitigation workflows, and early warning systems to proactively prevent churn and improve customer sentiment.
Implement and refine Customer Success tooling, automation, and reporting metrics to maximize operational efficiency and predictability.
Accountable for overall customer retention rates, gross renewal metrics, and expansion revenue goals across the account portfolio.
Serve as an executive sponsor for key strategic accounts, stepping in to navigate complex escalations and lead high-stakes executive business reviews (EBRs).
Partner with Technical Implementation Managers and operations to ensure seamless transitions from sales to onboarding, go-live, and long-term retention.
Serve as the primary voice of the customer to internal Product, Support, Sales, and Leadership teams to influence product roadmaps, go-to-market strategies, and delivery enhancements.
Actively manage key accounts, driving strategic alignment, deep product adoption, and maximum long-term value for SuiteSpot's high-priority clients.