Director, Customer Success

CarriersEdge

Director of Customer Success at CarriersEdge, focused on customer satisfaction and retention. Overseeing the Customer Success department's operations while collaborating cross-departmentally.

Posted 5/14/2026full-timeRemote • 🇨🇦 CanadaLead💰 CA$110,000 - CA$140,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successSaaSB2BCSATNPSLTVchurnproject managementdata analysisCRM

Soft Skills

organizationcommunicationleadershipmentoringcollaborationanalytical skillsdecision-makingteam managementcustomer engagementprocess improvement