Director, Customer Success - Canada

Overview

Lead a geographically distributed Enterprise and Strategic Account Management sales organization in Canada, managing, retaining and expanding relationships across the customer base.

What you'll do

• Lead and manage a team of Account Managers and Customer Success Managers who own their accounts outright.
• Guide the team in full account ownership, driving retention, negotiating renewals, identifying expansion opportunities and closing deals within complex enterprise accounts.
• Develop strategies for Account Managers to demonstrate business value realization to complex enterprise customers.
• Monitor customer health and identify risk and expansion opportunities with the team.
• Ensure the team builds and expands executive connections across the account base.
• Recruit, hire and develop Enterprise Account Management sales talent, and establish coaching frameworks and career development pathways.
• Partner with Sales Operations, Product, Customer Support and Implementation teams to improve the customer lifecycle and support expansion, and bring customer insights back to internal teams.
• Track and analyze sales metrics, pipeline generation and renewal forecasting to strengthen net revenue retention.
• Serve as a senior escalation point and executive sponsor for strategic accounts, including negotiating major renewals.
• Develop and refine scalable sales processes, account planning models and operational playbooks.

What you'll need

• 10+ years of experience in SaaS sales, enterprise sales leadership, or revenue-focused account leadership.
• 4+ years managing enterprise-focused sellers or account managers and customer success managers.
• Demonstrated success owning, retaining and expanding revenue within complex customer segments.
• Strong operational acumen and experience working with tools such as Salesforce, sales analytics dashboards and revenue forecasting metrics.
• Experience building scalable account management programs that drive retention, renewal and significant account expansion.
• Excellent communicator with the ability to influence stakeholders across multiple functions.
• Proven ability to build and scale quota-carrying teams in fast-growing SaaS environments.

Details

• Location: Toronto, Canada.
• Work mode: Remote (Canada).
• Some interviews or new-hire training sessions may be held in person at one of Motive's global offices.