Director of Customer Success

We’re looking to hire a Director of Customer Success to join our growing team in Canada. This role is open to candidates in British Columbia or Alberta based near a major airport.

• Remote work environment with frequent travel
• Competitive compensation, ranging from a base of $130,000 to $160,000 plus bonus opportunities for OTE of $150,000 - $185,000 based on experience
• Company RRSP matching
• Flexible time-off policy
• Comprehensive medical and dental benefits, including mental health and wellness
• A supportive environment that celebrates your curiosity, values your skills and wants to accelerate your growth

An experienced customer success leader who excels at people leadership, operational consistency, and building strong relationships within the automotive retail industry. Reporting to the VP of Client Services, you’ll be responsible for leading our Customer Success Management team across Canada, strengthening retention and product adoption, and ensuring customers receive a consistent, high-value experience. You’ll also provide hands‑on field coaching and senior client support throughout Western Canada, helping our team perform at their best.

• Leading, coaching, and developing a high‑performing Customer Success Management team across Canada
• Working alongside CSMs in the field and providing practical, timely coaching during customer meetings, product launches, and business reviews
• Creating clear expectations, shared standards, and consistent customer success practices across regions
• Using customer health, engagement, product adoption, and account data to identify risk early and guide proactive action
• Helping CSMs strengthen retention, customer outcomes, referrals, and appropriate expansion opportunities
• Building trusted relationships with dealership leaders and supporting key regional and dealer group meetings
• Stepping into complex customer situations as a senior escalation point and guiding effective resolution
• Partnering with Product, Sales, Marketing, Onboarding, and Support to improve the customer experience and bring forward meaningful field insight
• Travelling throughout Western Canada to stay close to our customers, support the team, and improve execution

• 8+ years of progressive experience in Customer Success, account management, client services, or a related customer‑facing SaaS function
• 4+ years of direct people leadership experience, with demonstrated success coaching and developing customer‑facing professionals
• Experience leading a distributed team and creating consistent execution across multiple regions
• A strong understanding of SaaS customer success practices, including onboarding, account planning, business reviews, renewals, risk management, adoption, and expansion
• Automotive retail, dealership technology, or closely related vertical‑market experience
• Strong analytical and business acumen, with the ability to use customer and commercial data to improve retention and team performance
• Exceptional relationship‑building, communication, and coaching skills, with the executive presence to build credibility with dealership leaders and internal stakeholders
• The ability to work collaboratively across Client Services, Product, Engineering, Sales, Marketing, and Operations
• Willingness to travel regularly throughout Western Canada, with occasional travel elsewhere in Canada, and a valid driver’s licence
• Professional bilingualism in English and French (bonus points but not required)

• A dynamic team of professionals dedicated to building a solid foundation for our growing business
• A flexible work environment that allows for hybrid work
• A competitive compensation package, including a base salary that’s aligned with your experience
• A comprehensive…