(Remote) Director of Customer Success

Harris

2d • $110,000 - $130,000 • Remote

About The Position

Librestream, a division of Harris, is seeking a Director of Customer Success & Support. This role is responsible for leading global customer support operations, customer success strategy, and post-sales customer engagement initiatives to drive customer satisfaction, retention, product adoption, and long-term account growth. This position serves as a strategic bridge between customers, support operations, product management, engineering, and executive leadership to ensure exceptional customer outcomes and operational excellence. This is a remote role open to candidates anywhere in Canada and the US. Travel is required as needed, approximately 25-50%. Candidates must hold a current, valid passport and be legally eligible to travel internationally, including having the necessary visa exemptions or visas for entry into Canada, the United States, and the Caribbean.

Requirements

• 8+ years of experience in Customer Success, Technical Support, SaaS Operations, or Enterprise Customer Management.
• 3+ years of leadership experience managing customer-facing teams in a SaaS or enterprise technology environment.
• Strong understanding of customer lifecycle management, support operations, and enterprise account management.
• Experience working with platforms such as Zendesk, Azure DevOps, CRM systems, and customer analytics tools.
• Proven ability to manage executive customer relationships and high-severity escalations.
• Strong analytical, operational, communication, and stakeholder management skills.
• Must hold a current, valid passport and be legally eligible to travel internationally.
• Must possess either passport-based visa exemption or any required travel visas for entry into Canada, the United States, and the Caribbean.

Responsibilities

• Develop and execute customer success strategies focused on customer retention, adoption, value realization, and expansion opportunities.
• Build and maintain executive-level relationships with strategic enterprise customers.
• Lead customer service meetings, escalation management, and proactive engagement initiatives.
• Monitor customer health metrics, usage trends, adoption risks, and renewal readiness.
• Oversee global technical support operations, ensuring timely resolution of customer issues and adherence to SLAs.
• Drive continuous improvement initiatives across support workflows, processes, and customer experience using AI.
• Establish and track KPIs including CSAT, response times, resolution times, backlog trends, and support efficiency metrics.
• Partner with Engineering and Product teams to prioritize customer-impacting defects and product improvements.
• Act as the voice of the customer across Product, Engineering, Sales, and Executive Leadership teams.
• Collaborate with Product Management on roadmap alignment and customer feedback initiatives.
• Partner with Sales and Account Management teams to identify growth opportunities within existing accounts.
• Coordinate major incident management and executive customer communications when required.
• Lead, mentor, and develop Support Agents and other support staff as needed.
• Build scalable organizational structures, onboarding programs, and performance management processes.
• Foster a customer-centric, high-performance culture focused on accountability, collaboration, and continuous improvement.

Benefits

• 3 weeks’ vacation and 5 personal days
• Comprehensive Medical, Dental, and Vision paid 100% by Harris starting from your first day of employment
• Employee stock ownership
• RRSP/401k matching programs
• Lifestyle rewards
• Remote work

What This Job Offers

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