Compass is seeking a Director, Customer Success to join our onsite team in Mississauga, ON

The Director of Customer Success stewards the post-lease customer relationship and helps build the trust needed for long term partnerships. This role works across Customer Management (Sales), Design, Delivery, Operations, Finance, and Legal to ensure clear communication, shared awareness, and steady improvement throughout the customer journey. The Director serves as a trusted advisor to both customers and colleagues, provides visibility to customer sentiment and emerging risks, and helps align stakeholders during complex or escalated situations.

Key Responsibilities

Customer Relationship Management

• Build and maintain strong relationships with customer stakeholders

• Steward the post lease customer relationship across the customer journey

• Understand customer priorities, sentiment, and concerns

• Support continuity between customer stakeholders and Compass teams

Communication and Executive Awareness

• Provide clear and consistent customer facing communication

• Support executive communications in sensitive or high visibility situations

• Surface customer sentiment and emerging risks early

• Maintain internal awareness to support aligned decision making and no surprises

Cross Functional Alignment

• Partner across Compass teams to support customer outcomes

• Help align stakeholders during complex issues, schedule challenges, and escalations

• Bring a clear customer perspective to internal discussions and resolution planning

• Support issue management without taking ownership away from execution teams

Commercial and Business Support

• Maintain awareness of key lease terms, amendments, and commercial structures

• Support customer business reviews and executive alignment

• Provide customer context for notices, amendments, billing, collections, and other customer facing matters

• Partner with internal teams on customer facing legal and commercial discussions

Continuous Improvement

• Capture and share lessons learned across customer engagements

• Identify patterns and opportunities to improve communication and process

• Support stronger future outcomes through steady, practical improvement

Qualifications

• 8+ years of experience in customer success, account management, program management, operations, construction, or a related field

• Experience working in complex, cross functional environments

• Strong communication skills with the ability to engage customers and senior leaders

• Sound judgment and composure in ambiguous or escalated situations

• Working knowledge of contracts, commercial terms, and customer facing business processes

• Experience in data centers, mission critical infrastructure, construction, or related industries preferred

Key Attributes

• Trusted advisor with strong relationship skills

• Clear communicator with sound judgment

• Collaborative and effective across functions

• Able to bring structure to complex situations

• Focused on continuous improvement and customer trust

Culture Alignment

This role is expected to model Compass culture and core convictions, including Humility In, Pride Out, Actions and Words are One, Continuous Improvement of People, Processes, and Systems, and We Ask Why to Understand the Needs vs the Wants.

Why us?

Compass is committed to its core convictions and key principles. We look for people who believe there's a different way to deliver great projects and can easily adapt to change in a quickly growing organization. We strive to create great partnerships with our clients, contractors and supply chain partners through transparent communications, humble and curious collaboration, and a zealous focus on consistent execution of the most important 20%.

Let us learn about you! Apply today.

Benefits:

Medical | Dental | Vision | Voluntary Life | 401K | Unlimited PTO for US based Employees