CUSTOMER SUCCESS DIRECTOR or MANAGER (Ideally Vancouver based) na Wishpond
Wishpond · Canada, Canadá · Hybrid
- Escritório em Canada
Description
SalesCloser.ai currently has the position of Customer Success Director or Manager available, and we’re excited to tell you about it!
OVERVIEW
We are searching for a Customer Success Director or Manager to join our team. Ideally, the successful candidate is based in the Greater Vancouver area, allowing for in-person office collaborations. As a member of the Customer Success Team, the incumbent will be responsible for overseeing our small Sales Closer Customer Success Team. This position will work closely with all teams to ensure the success of our Partners. Together with all Teams, the Customer Success Director is responsible for the continued success of Salescloser.ai
RESPONSIBILITIES
Customer Lifecycle Ownership
• Own onboarding, handoffs, and lifecycle playbooks from close to renewal
• Define customer engagement models by segment (SMB / Mid-Market / Enterprise)
• Ensure clear ownership and accountability at every stage of the lifecycle
KPI & Performance Management
• Define and own KPIs across all CS functions (adoption, health, churn, NRR, renewals)
• Establish weekly and monthly operating cadence and performance reviews
• Drive forecasting accuracy for renewals and expansion in partnership with RevOps
Team Leadership & Scaling
• Hire, onboard, and scale critical CS roles as the business grows
• Coach and performance-manage CSMs, Support, and Solution Engineering
• Build a high-accountability, customer-first culture
Retention, Risk & Expansion
• Own churn prevention strategy and early risk identification
• Ensure every at-risk account has a documented mitigation plan
• Partner with Sales on expansion readiness, timing, and qualification
• Support renewals and expansions with clear value articulation
Cross-Functional Leadership
• Partner closely with VP Sales and RevOps on retention modelling, forecasting, and GTM alignment
• Align CS with Product, Engineering, and Support to close feedback loops
• Act as the voice of the customer internally
Systems & Process Ownership (Often Missed but Critical)
• Own CS tooling and data hygiene (CRM, health scoring, reporting)
• Ensure consistent documentation, notes, and account plans
• Drive operational discipline and eliminate reactive fire drills
• Other duties as assigned.
QUALIFICATIONS
• 5+ years leading Customer Success, Account Management, or Post-Sales teams
• Experience managing multi-function CS organizations (CSMs, Support, SEs)
• Proven track record of improving retention and NRR
• Strong operational and KPI-driven leader
• Hands-on, customer-facing leadership style
• Experience partnering closely with Sales and RevOps
• A degree or diploma that contributes to the organization is considered an asset.
• Strong recruitment, training, leadership, and negotiation skills.
• Must be detail-oriented and creative and have a passion for helping partners and Team Members achieve their goals.
• Ability to analyze data and information to make key decisions that lead to continuous wins
• As part of a diverse team, the ability to work both independently and collaboratively.
• Must be technical, analytical, results-driven and have the ability to multitask in a fast-paced environment.
• Organized, administratively strong, and have solid writing, phone, and general communication skills.
• Fluent in English (spoken and written). Knowledge of a second language is considered an asset.
• Willing to participate in ongoing education and training for the role.
Preferred / Nice to Have
• Experience in SaaS or AI-driven platforms
• Built or scaled CS teams in a growth-stage company
• Experience owning renewals and expansion motions
• Familiarity with health scoring, renewal forecasting, and churn modelling
• Experience supporting enterprise or mid-market customers
WORK ENVIRONMENT
• It is expected that the successful candidate will provide their own workstation, computer, and headset, and have a fast and reliable internet connection. Certain roles will be required to utilize and or download company-approved software.
• The individual must be prepared to work standard business hours in the Pacific Time Zone.
• Due to the nature of this role, we may verify backgrounds, including conducting employment references, criminal record checks, and credit checks.
• Once hired, the successful candidate must provide a valid government-issued photo ID, proof of SIN and proof of residential address as part of their onboarding process.
GREAT REASONS TO JOIN OUR TEAM!
• Exciting and dynamic environment with a great leadership team
• Comprehensive training program and regular performance reviews to facilitate your success
• Competitive compensation based on experience and proven abilities
• Great referral programs with incentives and bonuses
• Unbelievable product discounts when you use our products for your own business
• A global workforce of multi-cultural and talented colleagues
• A close-knit operation with amazing growth opportunities for your personal development
• Corporate headquarters in beautiful Vancouver, British Columbia, Canada
ABOUT US
SalesCloser is an advanced conversational AI platform that acts as a virtual sales agent, delivering personalized sales calls, demos, and follow-ups in real time across multiple languages. The platform enables businesses to automate and scale their sales operations, improving efficiency, reducing hiring costs, and driving higher conversion rates.
Powered by advanced AI technology and a growing portfolio of patent applications, SalesCloser delivers a scalable, high-margin solution that redefines how companies engage with buyers and customers across a range of business interactions.
APPLICATION PROCESS
If you are interested in applying for this exciting opportunity, please provide an updated resume IN ENGLISH (PDF or Word formats only), quoting the position title in the subject line of your cover letter
SalesCloser.ai is an equal-opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture that does not discriminate on the basis of disability, status, or any other basis protected under legislation
We thank all applicants in advance for their interest in this position; however, due to the volume of applications we receive, we are unable to respond to phone, email, or agency inquiries.
Internal applications will be accepted until Monday, March 02, 2026, at 5 pm Pacific.
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