Director of Customer Success

We are looking for a Director of Customer Experience to rebuild and own our customer support and retention function from the ground up, delivering an exceptional, scalable customer experience across Canada and the US.

Requirements

• 7+ years in customer experience, customer service, or CX operations, including 3+ years leading teams.
• Proven experience building or significantly scaling a customer service org from scratch or early stage.
• Experience supporting both Canadian and US customers, with an understanding of different expectations and buying behaviors.
• Strong track record implementing and optimizing CX tools and automation (Zendesk experience preferred).
• Demonstrated success improving NPS/CSAT, response times, and customer retention.
• Data-driven approach to defining KPIs, building dashboards, and designing loyalty programs for DTC/ecommerce brands.
• Excellent people leadership, strong collaboration skills, and a high degree of grit.

Benefits

• Comprehensive benefits package
• Paid time off
• 401k matching
• Retirement plan