Director, Customer Success Managers

About The Position:

As the Director, Customer Success Managers, you own gross retention and Net Retention Rate (NRR) across all named G-P accounts and every account valued above $75K. In this role, you lead, scale, and inspire a global organization of managers and Customer Success Managers (CSMs) who protect the customer base, manage renewals, and drive natural expansion through tiered playbooks, early health signals, and a disciplined risk cadence.

Reporting directly to the VP, Global Customer Success, you will partner cross-functionally with the Director of Account Management, Director of Global Implementation, Director of Essentials and Channels, Operations, Finance, Product, and CS Ops (dotted line) to deliver predictable retention and scalable operational excellence worldwide.
What You Will Do:

• Global Team Leadership: Lead, hire, and coach Managers of Customer Success across the Americas, EMEA, and APAC, driving high engagement and performance across diverse time zones.
• Tiered Coverage & Playbooks: Set and manage global coverage models by account tier (Strategic CSMs on the largest accounts, Sr. CSMs on $250K to $1M, and CSMs on $75K to $250K), owning the annual re-tiering of books and standardizing tier-specific CSM playbooks.
• Renewals & Contract Modernization: Oversee the renewals process across the portfolio, ensuring consistent renewal outcomes and transitioning legacy evergreen agreements to standard contractual terms.
• Risk & Churn Management: Lead the weekly and monthly risk and churn review cadence with Revenue leadership, maintaining real-time health signals and active remediation plans for all at-risk accounts.
• Account Management Collaboration: Establish and maintain rules of engagement with Account Management-ensuring CSMs own renewals and natural expansion while collaborating with sellers on sourced expansion and complex renewals, logging upsell/cross-sell leads, and properly recording credit in Salesforce.
• Executive Reporting: Track and report retention, NRR, and portfolio risk metrics directly to the VP, Global Customer Success and Revenue leadership.

What We Are Looking For:
Minimum Requirements:

• 10+ years of experience in Customer Success or Account Management within B2B SaaS or global services.
• 5+ years of experience leading and managing people managers.
• Proven track record of protecting and expanding a large customer book, driving measurable gains in gross retention and NRR.
• Demonstrated experience leading distributed teams across multiple regions and time zones.
• Hands-on experience designing and implementing tiered coverage models, playbooks, and scalable CS operational frameworks.
• Strong executive presence with both enterprise customers and executive leadership.
• Fluency with Salesforce and customer health data platforms/telemetry.

Preferred Qualifications:

• Prior experience in the Employer of Record (EOR), HR tech, payroll, or global expansion industries.

Compensation:

The annual gross fixed pay range for this position is CAD 140,000.00 - CAD 175,000.00 plus variable compensation (base and bonus tied to book gross retention and NRR, including seller-sourced deals).

Our ranges are established using objective market benchmarking data for this level of work. Final placement within the range is determined by gender-neutral criteria, including the candidate's relevant skills, experience, and specific qualifications for the role.

Actual compensation for this position may vary and will depend on multiple factors such as relevant qualifications, experience, education, and geographic location. For Full-Time Regular Employees, this position is also eligible for additional compensation as follows:

• Sales Roles: This position is eligible for a commission structure in addition to base salary.
• Non-Sales Roles: This position is eligible for an annual bonus which is paid dependent on various factors, including and without limitation, individual and company performance in addition to base salary.

Benefits

G-P values its employees and offers excellent benefits and perks including generous paid parental leave, flexible time off, spending accounts, medical insurance, dental insurance, vision insurance, sabbatical after 5 years and more.

Individuals residing, or applying to work, in the United States: California or Philadelphia, Pennsylvania, please review the following additional information:

G-P will consider qualified applicants with arrest or conviction records in accordance with the California Fair Chance Act, Los Angeles City Fair Chance Act Ordinance, Los Angeles County Fair Chance Act Ordinance, and San Francisco Fair Chance Act Ordinance. Los Angeles applicants can review additional information regarding the Los Angeles City Fair Chance Act here: Fair Chance Initiative for Hiring Ordinance, and Philadelphia applicants can review information pertaining to Philadelphia's Fair Criminal Record Screening Standards Ordinance here: Fair Chance Poster. Any consideration of a candidate's background check with arrest or conviction records will include an individualized assessment based on the factors required by applicable law, including the candidate's specific record and the duties and requirements of the specific job.