Customer Success Manager retaining and expanding enterprise accounts for Dispatch’s field - service SaaS platform. Driving renewals, executive relationships, and product expansion.
About the role
- Director leading Prophix’s global customer success for finance-planning software. Owning retention, adoption, renewals, and growth across regions and product lines.
Responsibilities
- Lead a global Customer Success team across regions and product lines
- Manage CS managers, team leads, and CSMs, with accountability for performance, development, and succession planning
- Own and drive GRR, NRR, and customer health score targets across the customer portfolio
- Report progress and insights to executive leadership
- Develop and execute scalable global, cross-product customer success strategies
- Serve as a senior-level partner to customers post-implementation
- Ensure positive customer experiences and accountability for retention, satisfaction, and engagement targets
- Build scalable programs, playbooks, and processes to drive customer loyalty and adoption
- Support the end-to-end renewal process, including approvals, deal strategies, and team coaching
- Leverage tools, technologies, AI-powered solutions, and customer management platforms to improve operational efficiency and proactive customer engagement
- Partner with Product, Product Adoption, Professional Services, Sales, and Revenue Operations
- Strategize on growth opportunities with the customer sales team
- Support joint customer onsite engagements and strategic meetings
- Coordinate joint enablement initiatives
- Coach managers and team leads, enable career growth, and build organizational depth
- Establish and track GRR, NRR, health scores, NPS, and adoption metrics
- Manage customer escalations and sponsor strategic accounts
- Identify portfolio risks, trends, and opportunities
- Drive continuous improvement and proactively address retention challenges
Requirements
- 7+ years of progressively senior leadership experience in Customer Success, Customer Support, or Client Engagement within a SaaS or technology company
- Direct experience managing managers or team leads
- Demonstrated ownership of GRR, NRR, and customer health metrics
- Proven track record of meeting or exceeding commercial retention targets
- Experience building and executing global or multi-regional customer success strategies across multiple products or customer segments
- Strong people leadership background, including coaching, performance management, and organizational development at a managerial level
- Proven cross-functional collaboration with Product, Professional Services, and Sales teams
- Strong financial, analytical, and operational skills
- Hands-on experience in renewal management and forecasting
- Exceptional communication and executive relationship management skills
- Ability to partner effectively with C-suite stakeholders and customer leadership
- Strong problem-solving and project management capabilities in complex, fast-paced, global environments
- Must be legally entitled to work in Canada
- Able to travel to the United States, Canada, and/or internationally with a valid passport
- Comfortable using AI tools responsibly for research, drafting, and data review
- Able to learn new tools and adapt as technology and workflows evolve
- Curious, open to new approaches, and motivated to continuously improve
- Collaborative mindset when working across teams and with AI-supported tooling
- Preferred: Experience in Corporate Performance Management (CPM), Business Intelligence (BI), or SaaS software markets
- Preferred: Familiarity with customer support analytics, CRM tools, and customer success platforms
- Preferred: Bilingualism in English and French, or proficiency in additional languages
- Preferred: Exposure to AI-powered customer engagement tools and data-driven success program design
- Preferred: Experience in a high-growth, multi-product SaaS environment with globally distributed teams
Benefits
- Comprehensive health, dental, vision, and mental-health coverage
- Retirement savings with employer contributions
- Parental leave top-up
- Annual wellness allowance
- Generous paid time off including vacation and sick time
- Education assistance and tuition reimbursement
- Social events and team activities
- Opportunities to build community
- Opportunities to participate in Environmental, Social, and Governance (ESG) initiatives
- Quarterly Town Halls and Kickoffs
- Accessibility accommodations during the hiring process
- Option to opt out of AI-assisted hiring steps
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