Director Global Customer Success
Job in
Ottawa, Ontario, K0A 0E5, Canada
Listed on 2026-11-05
Listing for:
G-P
Full Time
position Listed on 2026-11-05
Job specializations:
-
Management
Client Relationship Management, Account Manager -
Customer Service/HelpDesk
Customer Success Management, Client Relationship Management, Account Manager
Job Description & How to Apply Below
Lead global Customer Success at G-P, owning gross retention and NRR across named accounts and accounts valued above $75K worldwide. This remote-first leadership role spans multiple regions.
As Director, Customer Success Managers, you lead, hire, and coach managers and CSMs across the Americas, EMEA, and APAC. You will protect the customer base, manage renewals, and drive natural expansion through tiered playbooks, health signals, and risk cadence. Reporting to the VP, Global Customer Success, you partner with Account Management, Implementation, Operations, Finance, Product, and CS Ops.
Key Responsibilities:- Lead managers and CSMs across global time zones
- Set tiered coverage models and standardize CSM playbooks
- Oversee renewals and modernize legacy evergreen agreements
- Lead risk and churn reviews with Revenue leadership
- Report retention, NRR, and portfolio risk metrics
- 10+ years in Customer Success or Account Management
- 5+ years leading and managing people managers
- Experience protecting and expanding large customer books
- Distributed team leadership across regions and time zones
- Fluency with Salesforce and customer health platforms
Direct global Customer Success leadership at G-P, combining retention, NRR, renewals, and scalable operating frameworks.
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