About the Role:
LumiQ is seeking a growth-oriented, and highly talented Director of Customer Success to scale and lead our Customer Success function. As we enter our next major phase of expansion, you will hold ultimate accountability for retaining and expanding product adoption amongst our B2B customers.What You’ll Be Responsible For:
End-to-End Function Ownership: Take full strategic and operational ownership of the Customer Success department, aligning CS objectives directly with company-wide growth and financial goals.
Commercial Accountability: Own various KPIs, including gross and net revenue & customer retention metrics (GRR/NRR) proactively identifying expansion opportunities and protecting the core customer base.
Customer Success Plan: Define and execute a multi-phase organizational roadmap focused on developing the team and systems to support them.
Team Management & Mentorship: Lead, coach, and inspire a high-performing team of CSMs, fostering a culture of accountability, data-driven execution, and teamwork.
Capacity & Compensation Modeling: Manage department budgeting, headcount forecasting, and incentive structures to ensure the team is staffed and incentivized to hit growth targets.
Enablement: Establish continuous training, career paths, and documentation to ensure consistent execution of LumiQ’s success methodology as the team expands.
Success Cadence Execution: Design, implement, and lead the Customer Success Operating Rhythm, ensuring clear, consistent frameworks for reviewing "at-risk" accounts, CSM activities, and performance tracking.
Data-Driven Intervention: Maintain a rigorous pulse on customer health, product usage, and engagement metrics to ensure the team’s daily efforts are directed at the highest-leverage priorities.
Executive Reporting: Facilitate high-level monthly, and quarterly business reviews, translating raw team activity and customer data into strategic, actionable updates for the executive suite.
Efficiency & Capacity Building: Systematically identify and eliminate administrative friction in the customer journey to increase CSM capacity and improve account-to-CSM ratios without sacrificing service quality.
Standardized Playbook Engineering: Convert manual, ad-hoc workflows into an organized library of automated "Success Plays" and standardized templates to guarantee high-velocity, consistent execution across all tiers.
Proactive Risk Architectures: Build and maintain an automated "Early Warning System" that monitors usage, seat utilization and relationship sentiment in real-time, instantly arming CSMs with retention playbooks before risks turn into churn.
Automated Customer Insights: Implement tools to automate data aggregation for Executive Business Reviews (EBRs) and monthly performance reports, shifting the CSM's role from "data gatherer" to "strategic business advisor."
1. Executive Leadership & CS Strategy
2. People Leadership & Team Development
3. Establish & Manage the Operating Rhythm
4. Process Optimization & Operating Leverage
Who You Are:
- 8+ years of progressive leadership experience in Customer Success, Account Management, or Revenue/CS Operations, with at least 3-5 years managing entire teams within a high-growth B2B SaaS environment.
- Proven track record of hiring, coaching, and scaling high-performing client-facing teams while fostering an execution-oriented culture.
- Exceptional analytical mindset; strong ability to manipulate complex data sets (usage, NRR, churn trends) and translate them into macro-level strategic recommendations and board-ready executive reporting.
- Deep experience as a process architect; proven ability to build and scale repeatable operational frameworks, playbooks, and automated "Operating Rhythms."
- Expert-level fluency with the modern revenue tech stack, specifically CRM systems (Salesforce) and enterprise CS Platforms (Gainsight/ChurnZero/Vitally).
- Nomad policy: Work remotely 4 weeks of the year from anywhere in the world.
- Time Off to Recharge: Great vacation day offerings as well as uncapped sick and mental health days.
- Schedule flexibility: We know our employees have lives outside of work and don’t mind if you need to run to a mid-day doctor's appointment or pick up a kid early from school!
- Health Benefits: available after 3 months with us including medical, dental, vision and a yearly health spending account. RRSP matching after 1 year with us.
- Hybrid Work Style: The best of both worlds. Enjoy remote work and a downtown Toronto office with snacks, events, and ping pong.
- Quarterly & Holiday team social events: (Poker Night, Softball Tournaments, Summer Party, Halloween Party, Trivia & Paint Night are just a few examples of what we have done in the past).
- Endless Learning: Our platform isn't just for accountants. Listen to podcasts on soft skills, career development, leadership, and more.
- LumiQ Clubs: Join an existing club or start your own!
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