Director of Customer Success

Amilia is transforming the recreation and activities market with its innovative, purpose-built SaaS platform. Designed for municipalities, community centers, nonprofits, businesses, and recreation organizations, Amilia Smart Rec™ streamlines operations, optimizes facility management, and simplifies program and membership management.

Since 2009, Amilia has been on a mission to revolutionize how communities connect and participate in activities. By combining cutting-edge technology with deep industry expertise, the software empowers organizations to manage registrations, memberships, facilities, and finances more efficiently while enhancing community engagement.

Over 1,500 organizations across 6,600 locations in North America rely on Amilia to serve 4.5 million participants and process $750M in transactions annually.

Caring is at the core of Amilia’s culture: for customers, tailored products, and colleagues alike. Driven by an entrepreneurial spirit and a passion for innovation, this mindset shapes everything we do.

At Amilia, Customer Success plays a critical role in sustaining growth, customer satisfaction, and long-term revenue.
We’re looking for a Director of Customer Success who can lead and scale high-performing teams while strengthening how we partner with customers across key moments of their lifecycle.
In this role, you will be responsible for shaping and executing Customer Success strategies, including engagement models, that sustain high Net Promoter Scores, drive product adoption, strengthen customer satisfaction, and improve retention, expansion, and overall customer lifetime value. You’ll also play a key role in strengthening revenue forecasting by improving visibility, consistency, and alignment across teams.
You’ll work closely with Sales, Professional Services, Customer Care, and Product teams to ensure a seamless customer experience and translate customer insights into clear business and product priorities.
This role is ideal for a leader who thrives in a growing, evolving environment, someone who brings structure, exercises sound judgment, and drives meaningful impact while staying close to teams and customers.

Team Leadership & Development

• Develop and execute a scalable Customer Success strategy aligned with business goals.

• Lead, mentor, and develop a high-performing Customer Success team.

• Conduct regular training and performance evaluations to improve team effectiveness.

• Foster a customer-first culture that emphasizes value-driven success strategies.

Process Optimization & Strategy Execution

• Document and refine Customer Success team processes.

• Implement best practices for customer engagement, renewals, and expansion strategies.

• Collaborate with internal teams (Sales, Product, Professional Services) to enhance the customer journey.

• Own post-onboarding responsibilities; proactive engagement, growth, renewal, churn mitigation, cancellation, etc.

Cross-Functional Collaboration & Process Optimization

• Partner with Sales, Product, Marketing and Support teams to align on customer needs and priorities.

• Influence product development based on customer insights and feedback.

• Optimize onboarding, renewal, and advocacy processes for long-term success.

Customer Success Metrics & Performance Management

• Track and maintain accuracy of customer records in CRM tools (e.g., Salesforce), tracking key performance indicators (KPIs) such as NPS, retention, and revenue expansion.

• Monitor key customer success metrics (NPS, retention, revenue expansion).

• Use customer data and analytics to drive strategic decisions.

• Continuously refine playbooks, processes, and automation to enhance efficiency. Provide internal feedback to improve product offerings and service delivery.

• Provide internal feedback to improve product offerings and service delivery.

• 10+ years of experience in Customer Success, Account Management, or related fields.

• 3+ years in leadership, preferably in SaaS or technology-driven companies.

• Proven success in driving retention, product adoption, and revenue growth.

• Excellent communication skills in French and English.

• Experience engaging with executive…