Director, Customer Success

Who We Are
At SuiteSpot, we are a PropTech company on a mission to transform how residential real estate is managed and operated at scale. Our award-winning SuiteSpot Maintenance and Capital SaaS solutions help customers optimize operations by combining cutting-edge technology, enterprise support, and development agility.

Who we need
We are seeking an experienced and visionary Director, Customer Success to lead, scale, and mature our Customer Success organization. In this leadership role, you will be responsible for evolving, formalizing, and executing our Customer Success strategy and playbook, while hiring, managing, and mentoring a high-performing team of Customer Success Managers (CSMs).

As a key face of our company, you will act as an executive partner to our most critical accounts, confidently interfacing with C-level executives to articulate value, align strategic business outcomes, and build long-term trust. You will drive customer retention, acceleration of time-to-value, net revenue retention (NRR), and deep product adoption across our client base.

This position is fully remote in either Canada or the United States, with core hours aligned to the Eastern Time Zone.

Who you are
You are a strategic, data-driven leader and proven people manager with a track record of building and scaling Customer Success functions in fast-growing SaaS environments. You combine strategic vision with operational execution, paired with exceptional executive presence. You are just as comfortable presenting compelling ROI stories in C-suite boardrooms as you are optimizing operational workflows.

You excel at designing end-to-end customer journey programs, defining critical health and lifecycle KPIs, and coaching team members to deliver high-impact, C-level relationship management. You thrive in scaling environments where clear, authoritative, and persuasive communication drives both customer trust and business growth.

Key Responsibilities - Team Leadership & Management

• People Management & Growth: Recruit, onboard, develop, and retain a high-performing team of Customer Success Managers, fostering a culture of accountability, continuous learning, and customer obsession.
• Coaching & Performance: Establish clear performance targets, key performance indicators (KPIs), and professional development tracks for CSMs; provide continuous coaching on executive presence, strategic account planning, and customer retention.
• Resource Planning: Manage team bandwidth, account assignments, and capacity planning to support ongoing company growth trajectories.

Key Responsibilities - Program Building & Strategy:

• CS Program Architecture: Build, implement, and continually optimize the overall Customer Success framework, lifecycle playbooks, and standardized operational procedures from onboarding through renewal and expansion.
• Customer Health & Analytics: Establish robust customer health scoring models, risk mitigation workflows, and early warning systems to proactively prevent churn and improve customer sentiment.
• Scalable Infrastructure: Implement and refine Customer Success tooling, automation, and reporting metrics to maximize operational efficiency and predictability.

Key Responsibilities - Program Execution & Operational Excellence:

• Retention & Net Revenue Retention (NRR): Accountable for overall customer retention rates, gross renewal metrics, and expansion revenue goals across the account portfolio.
• Executive Escalation & Advocacy: Serve as an executive sponsor for key strategic accounts, stepping in to navigate complex escalations and lead high-stakes executive business reviews (EBRs).
• Implementation & Lifecycle Alignment: Partner with Technical Implementation Managers and operations to ensure seamless transitions from sales to onboarding, go-live, and long-term retention.
• Cross-Functional Collaboration: Serve as the primary voice of the customer to internal Product, Support, Sales, and Leadership teams to influence product roadmaps, go-to-market strategies, and delivery enhancements.
• Strategic Accounts: Actively manage key accounts, driving strategic alignment, deep product adoption, and maximum long-term value for SuiteSpot's high-priority clients.

• Leadership Experience: 3+ years of direct people management experience building and leading Customer Success or Account Management teams in SaaS.
• Domain Experience: 7+ years of total experience in Customer Success Account Management (PropTech experience is a strong plus).
• Program Building: Proven track record of owning, evolving, and executing Customer Success programs, frameworks, and core metrics (NRR, Churn, CSAT, NPS, Time-to-Value).
• Executive Presence: Outstanding presentation and communication skills with demonstrated ability to interface effectively with C-suite stakeholders.
• Strategic & Analytical Mindset: Data-driven decision-making style with strong proficiency in CS management platforms.

Why Join SuiteSpot?

SuiteSpot is a fun, ego-free workplace where we take execution seriously. We offer flexible remote options, a competitive compensation package, and a culture that promotes ongoing professional development and team-building.

SuiteSpot welcomes and encourages applications from people with disabilities. Should you require accommodations in any part of the interview process, please contact us at [email protected]

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