The Position: Reporting to the General Manager, the Director, Customer Success is responsible for leading the regional Technical Account Manager (TAM) function while driving customer retention, customer satisfaction, account growth, and executive client engagement. This role provides leadership and oversight for strategic account management, customer advocacy, renewals, customer escalations, and client relationship management across the region. Working closely with Managed Services, Professional Services, Sales, and Operations leaders, the Director ensures customers achieve meaningful business outcomes through their partnership with F12 while supporting regional growth, profitability, and an exceptional client experience. As a member of the regional leadership team, this role serves as the voice of the customer and is responsible for developing a high-performing TAM team focused on customer success, accountability, and long-term value creation.
Responsibilities: - Lead, coach, develop, and manage the regional Technical Account Manager (TAM) team, including performance management, employee development, succession planning, and recruitment activities.
- Own customer retention, customer satisfaction, and overall account health across the region by establishing customer engagement strategies, monitoring risk indicators, and leading retention efforts for strategic and at-risk accounts.
- Provide leadership and oversight of customer account planning activities, ensuring TAMs maintain strategic account plans, customer roadmaps, business reviews, and actionable plans aligned with customer objectives and F12 capabilities.
- Build and maintain strategic relationships with customer executives, business leaders, and key stakeholders while serving as an executive sponsor for critical and high-value customer relationships.
- Serve as the senior escalation point for significant customer concerns and service challenges, coordinating cross-functional teams to resolve issues, improve customer outcomes, and strengthen long-term relationships.
- Partner with Managed Services, Professional Services, Operations, Sales, and Marketing leaders to ensure alignment between customer objectives, service delivery outcomes, and regional business priorities.
- Drive customer renewal, retention, and organic growth strategies by identifying opportunities to expand services, increase customer engagement, and strengthen long-term partnerships within the existing customer base.
- Analyze customer, retention, and account performance metrics to identify trends, opportunities, risks, and improvement initiatives that support customer satisfaction and business growth.
- Contribute to regional strategic planning activities by providing customer insights, market intelligence, and recommendations that support revenue growth, client retention, and operational excellence.
- Foster a culture of accountability, collaboration, continuous improvement, and customer advocacy across the TAM function and broader regional leadership team
Requirements: - 7-10 years of progressive leadership experience in account management, customer success, managed services, professional services, or related customer-facing functions.
- Experience leading customer-facing teams and developing high-performing employees in a service-oriented environment.
- Demonstrated success managing strategic customer relationships, retention programs, and account growth initiatives.
- Strong business and financial acumen with the ability to align customer outcomes to organizational objectives.
- Proven ability to influence cross-functional teams, lead through complex customer situations, and drive accountability across multiple stakeholders.
- Exceptional communication, relationship management, negotiation, and executive presentation skills.
- Experience operating within high-growth, acquisition-focused, or multi-location organizations is considered an asset.
Competencies:- Customer-first leadership
- Strategic relationship management
- Executive communication and influence
- Business and commercial acumen
- Conflict resolution and escalation management
- Team leadership and coaching
- Results orientation
- Change leadership
- Collaboration and cross-functional partnership
What You Can Expect from Us: We are proud of our forward-thinking, dynamic culture that champions diversity, inclusivity, and a respectful working environment. We also want to make sure that however you get IT done in all parts of your life, we've got your back. Our comprehensive total rewards program includes:
- Work-Life & Growth: Three weeks vacation plus extra Flex Days, leadership development opportunities, growth coaching, and reimbursements for educational advancement and certifications.
- Health & Financial Well-Being: Health Spending Account or RRSP matching, extended health care, dental and vision coverage, disability and life insurance, and an employee assistance program.
- Additional Perks: Tuition reimbursement, paid time off, on-site parking, high-class office amenities, and company events.
Please note that this position represents a true vacancy and we do not currently use artificial intelligence (AI) to at any stage of the hiring process to screen, assess or select candidates.
