Director of Customer Success

We are looking for a Director of Customer Success to rebuild and own our customer support and retention function from the ground up, designing the strategy, building the team, and implementing the systems that deliver an exceptional, scalable customer experience across Canada and the US.

Requirements

• Experience 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
• Regional Knowledge: Experience supporting both Canadian and US customers, with an understanding of different expectations and buying behaviors
• Technical Proficiency: Strong track record implementing and optimizing CX tools and automation (Zendesk experience preferred)
• Results-Oriented: Demonstrated success improving NPS/CSAT, response times, and customer retention
• Strategic Mindset: Data-driven approach to defining KPIs, building dashboards, and designing loyalty programs for DTC/ecommerce brands
• Soft Skills: Excellent people leadership, strong collaboration skills, and a high degree of grit
• Adaptability: A bias toward action and comfort with ambiguity; thrives in a builder role with limited existing structure

Benefits

• Competitive salary
• Benefits package
• 401k Matching
• Relocation Assistance