Director, Customer Success

Job Posting

Sick of commuting? Tired of “hybrid” jobs that are really “in office” jobs in disguise? If you’re discovering that you’re more productive at home than in an office, and want to make that arrangement permanent, we may have the position you’re after.

At CarriersEdge, we’re focused on producing great quality products and happy customers. We don’t care about being the coolest company in town, having the most amazing office perks, or the hippest staff. If you’re interested in those things, you’ll hate us.

On the other hand, if you’re not looking for a social group and just want to do great work, then you may be exactly what we’re looking for. We don’t care where you work and we won’t be looking over your shoulder micromanaging you. You’ll have minimal meetings disrupting your week, and plenty of time to focus on doing the best job possible. We’re growing steadily, but not so quickly that things are chaotic.

As part of that growth, we’ve got an opening for a Director of Customer Success.

The ideal candidate brings a combination of leadership, operational expertise, and understanding of customer insight. They are driven to improve customer satisfaction, retention, and team performance while partnering with other departments to turn customer insights into meaningful business results.

This isn’t a large corporation with layers of bureaucracy and committees for every decision. It’s also not a startup at risk of losing funding or being forced to pivot on someone’s whim. Our business is established and stable, but still small enough that we can move quickly. If you fit the profile below, send us your résumé and let’s talk!

About You

• You’re a proven manager with a track record of building steady, reliable customer success programs
• You have experience establishing service tiers, and recognize that customer success plans need to balance customer needs, account profitability, and strategic direction.
• You understand that sometimes the best way to help customers is by letting them help themselves, and you have experience building out knowledge bases and self-serve tools.
• Your calm demeanour and measured approach to problem-solving balances the inherently hectic nature of the business function.
• You may have started in traditional tech support or call centre roles, but you understand that modern customer success teams need to approach customers very differently.
• You recognize the value of cross-departmental collaboration, keenly aware that everyone in the company needs to know what’s happening with customers.

Your Responsibilities

• Oversee all aspects of the Customer Success department, including frontline support, account success, and escalations.
• Building on larger corporate objectives, establish relevant metrics and KPIs and report regularly on performance.
• Continue to refine department processes, ensuring effort levels align with customer value
• Collaborate with sales, marketing, and channel development efforts to maximize efficiency.
• Optimize service tools and options to ensure sufficient resources are available for all tiers.
• Manage team schedules to ensure adequate staffing in accordance with SLAs
• Represent the company at industry events, connecting with customers and identifying opportunities to product and service enhancements.

Our Requirements

• 8+ years experience in progressively senior customer success roles, preferably in SaaS or B2B
• 4+ years experience successfully leading customer success teams and departments.
• Demonstrated expertise establishing and driving key SaaS metrics (e.g. CSAT/NPS, LTV, churn)
• Exceptional organization, project management skills
• Expert knowledge of CRM and service desk tools
• Strong analytical skills and comfort using data to drive decision-making.
• Excellent written and verbal communication.
• Experience mentoring and managing a growing remote team.
• Comfort collaborating cross-functionally with product, development, and leadership teams.
• Post-secondary education in a related field is preferred.
• Ability and willingness to travel across Canada and to the US periodically
• French would be an asset
• Must reside in Canada

Additional notes:

• This is a remote position, suitable for individuals with disabilities
• This role has a salary range of $110,000–$140,000 annually. Actual compensation within this range will be based on the candidate’s experience, qualifications, and location.
• Principals only, no recruiters

Accommodations are available upon request for candidates taking part in all aspects of the selection process.