About The Position:

As the Director, Customer Success Managers, you own gross retention and Net Retention Rate (NRR) across all named G-P accounts and every account valued above $75K. In this role, you lead, scale, and inspire a global organization of managers and Customer Success Managers (CSMs) who protect the customer base, manage renewals, and drive natural expansion through tiered playbooks, early health signals, and a disciplined risk cadence.

Reporting directly to the VP, Global Customer Success, you will partner cross-functionally with the Director of Account Management, Director of Global Implementation, Director of Essentials and Channels, Operations, Finance, Product, and CS Ops (dotted line) to deliver predictable retention and scalable operational excellence worldwide.

What You Will Do:

• Global Team Leadership: Lead, hire, and coach Managers of Customer Success across the Americas, EMEA, and APAC, driving high engagement and performance across diverse time zones.

• Tiered Coverage & Playbooks: Set and manage global coverage models by account tier (Strategic CSMs on the largest accounts, Sr. CSMs on $250K to $1M, and CSMs on $75K to $250K), owning the annual re-tiering of books and standardizing tier-specific CSM playbooks.

• Renewals & Contract Modernization: Oversee the renewals process across the portfolio, ensuring consistent renewal outcomes and transitioning legacy evergreen agreements to standard contractual terms.

• Risk & Churn Management: Lead the weekly and monthly risk and churn review cadence with Revenue leadership, maintaining real-time health signals and active remediation plans for all at-risk accounts.

• Account Management Collaboration: Establish and maintain rules of engagement with Account Management—ensuring CSMs own renewals and natural expansion while collaborating with sellers on sourced expansion and complex renewals, logging upsell/cross-sell leads, and properly recording credit in Salesforce.

• Executive Reporting: Track and report retention, NRR, and portfolio risk metrics directly to the VP, Global Customer Success and Revenue leadership.

What We Are Looking For:

Minimum Requirements:

• 10+ years of experience in Customer Success or Account Management within B2B SaaS or global services.

• 5+ years of experience leading and managing people managers.

• Proven track record of protecting and expanding a large customer book, driving measurable gains in gross retention and NRR.

• Demonstrated experience leading distributed teams across multiple regions and time zones.

• Hands-on experience designing and implementing tiered coverage models, playbooks, and scalable CS operational frameworks.

• Strong executive presence with both enterprise customers and executive leadership.

• Fluency with Salesforce and customer health data platforms/telemetry.

Preferred Qualifications:

• Prior experience in the Employer of Record (EOR), HR tech, payroll, or global expansion industries.

Compensation:

The annual gross fixed pay range for this position is CAD 140,000.00 - CAD 175,000.00 plus variable compensation (base and bonus tied to book gross retention and NRR, including seller-sourced deals).