Director of Customer Success

BombBomb•Quinte West, ON

38d•$155,000 - $175,000•Remote

About The Position

BombBomb is on a mission to help relationship-driven sales teams create authentic connections with their customers. We are a video messaging platform designed to provide individuals and teams the ability to stand out, show up and close deals faster. We work with thousands of customers across a wide range of industries, from growing businesses to large organizations. We are entering the next phase of growth with a clear goal of becoming data-driven, scalable, and intentional in how we drive customer value, retention and revenue. Customer Success is a critical cornerstone. We’re excited to bring on an awesome, go-getting leader to join our team as Director of Customer Success! We have a strong customer base and a significant opportunity to: Reduce churn Improve product adoption Unlock expansion within existing accounts Today, those outcomes and metrics are not as predictable or scalable as we need them to be. This role is designed to report to and partner with the VP of Growth to solve that problem. Should you step into this opportunity, you will take Customer Success (CS) from a reactive function to a proactive, structured, revenue-driving engine. This is a build + operate opportunity, not a “maintain what exists” role. You will lead Customer Success, Support, and Onboarding, with a mandate to: #1 - Turn CS into a well-oiled, revenue-generating engine Improve retention and reduce churn in the near term Build scalable systems for customer engagement, product adoption and health Build out a land and expand model to drive expansion within current customers Improve CS efficiency as a percentage of ARR Invest in our people through coaching, removing roadblocks, cultivating collaboration and in the end, creating a team that thrives This is a hands-on leadership role for someone who can operate in the details while building the system and coaching a team. We are looking for a leader who can quickly assess what’s not working, implement structure, and elevate team performance.

Requirements

7 to 10 years in SaaS Customer Success, Account Management, or related roles
Experience leading teams in a SaaS environment (ideally in the $10M - $50M range)
Experience with products like BombBomb, where usage is discretionary and long-term retention depends on continuously demonstrating customer value and driving ongoing adoption
Success creating an approach to driving expansion
Experience working with or implementing Gainsight
A growth mindset open to direction and leadership from the Senior Leadership Team
Customer and Commercial Orientation
You are focused on delivering value to customers while also identifying opportunities for growth and expansion.
Builder Mindset
You enjoy creating structure, improving processes, and building scalable systems.
Hands-On Leadership
You are comfortable rolling up your sleeves, engaging directly with customers, supporting your team in real-time, and helping our people reach their goals.
Operational Discipline
You bring clarity, consistency, and accountability to how work gets done.
Strong Communication and Collaboration
You work effectively across teams and help create alignment and shared understanding.

Responsibilities

Lead and Develop the Customer Success Team
Be a present, driving force for the team to follow
Directly manage and lead Customer Success Managers, Support, and Onboarding team members
Coach and develop the team to drive strong customer outcomes and account performance
Establish clear expectations, accountability, and a high-performance culture
Jump in to support and engage with key accounts and opportunities as needed
Lead by example through our core values of curiosity, do more with less, build relationships, humility & empathy and work to build trust both internally and with our customers
Strengthen Customer Engagement and Retention
Be ruthless about improving GRR
Evolve CS from reactive to proactive motions
Help design and execute a tiered approach to customer engagement based on account size and needs
Organize and structure an engagement model that drives high-touch, success planning, time-to-value and value realization across accounts
Be a thought-leader who standardizes best practices such as account reviews and customer success plans
Build and Scale Expansion Within the Customer Base
Be relentless about increasing NRR
Build and scale a repeatable land-and-expand motion
Work with the team to identify expansion opportunities tied to real value
Coach CSMs in qualifying and driving expansion opportunities
Partner with Sales on our new logo and acquisition strategy
Develop repeatable approaches to expanding usage across teams and departments within customer organizations
Implement Scalable Systems and Processes
Be data-driven through implementing and optimizing systems and process to give internal teams and external customers analytics and insights to make decisions
Leverage AI to transform how we engagement customer, identify risk, and scale personalized outreach across our customer base
Lead the optimization of our Gainsight platform
Build customer health scoring, lifecycle playbooks, and automated workflows
Partner with Revenue Operations to improve visibility and forecasting
Partner Cross-Functionally
Be a key leader within the Growth organization, partnering closely with other Growth functions, Product and RevOps to drive retention and expansion
Collaborate closely with Sales, Marketing, Product, and Revenue Operations
Provide customer insights to inform product direction and go-to-market strategy
Contribute to creating a seamless experience across the full customer lifecycle