Director, Customer Success
WellnessLiving
full-time
Posted on:
Location Type: Hybrid
Location: Richmond Hill • 🇨🇦 Canada
Visit company websiteJob Level
Lead
Tech Stack
Cloud
About the role
- Lead and oversee global Customer Success and Support operations to ensure alignment with company objectives.
- Build and develop high-performing teams that prioritize accountability, collaboration, and continuous improvement.
- Implement efficient operating models to optimize workload balance, shift coverage, and service quality.
- Use data and technology to drive operational performance, improve customer satisfaction, and streamline workflows.
- Establish and monitor key performance metrics such as CSAT, NPS, first response time, and SLA adherence.
- Collaborate with cross-functional leaders to ensure the customer journey reflects our company’s commitment to excellence.
- Develop and maintain strong offshore partnerships, ensuring performance, communication, and cultural alignment.
- Foster a learning culture through coaching, mentorship, and professional development opportunities for your teams.
- Provide regular insights and strategic recommendations to senior leadership to continuously improve customer experience and retention.
Requirements
- Bachelor’s degree in business, operations, or a related field (Master’s preferred).
- 8+ years of experience leading Customer Success or Support operations within SaaS, including 3+ years in a senior leadership role.
- Proven track record in improving retention and customer satisfaction through operational excellence.
- Experience managing offshore teams and scaling global service operations.
- Strong analytical mindset with expertise in data-driven performance management and workforce optimization.
- Proficiency with support platforms such as Zendesk, Intercom, or Salesforce Service Cloud.
Benefits
- Competitive salary, vacation, and benefits package.
- Flexible hybrid work environment with opportunities for growth and development.
- A culture that values creativity, collaboration, and continuous learning.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data-driven performance managementworkforce optimizationcustomer satisfaction improvementretention strategiesoperational excellenceteam leadershipoffshore team managementservice quality optimizationkey performance metricscontinuous improvement
Soft skills
accountabilitycollaborationcoachingmentorshipcommunicationstrategic thinkingproblem-solvingcultural alignmentteam developmentcustomer journey focus