Role Overview

BinSentry is seeking a Director of Customer Success to lead the next phase of our customer lifecycle maturity, with a specific mandate to drive product adoption, value realization, and measurable customer outcomes.

This role builds on an established Customer Value foundation and a strong CV Manager, shifting focus toward:

• Deepening customer engagement and usage
• Translating product capabilities into tangible ROI
• Strengthening cross-functional alignment with Sales, Product, and Operations

The ideal candidate brings a blend of Customer Success leadership and product-oriented thinking, with the ability to influence at the executive level and operationalize adoption at scale.

Core Responsibilities

1. Drive Customer Activation, Adoption & Value Realization

• Define and implement a customer adoption framework across the lifecycle (onboarding 12 steady state 12 expansion) working with Product on key design elements and Sales on execution of those design elements
• Articulate and maintain clear customer metrics for training, engagement, adoption and value realization for each customer segment working with Sales and Product
• Partner with customers to ensure realization of key outcomes (e.g., efficiency gains, cost savings, operational visibility)
• Identify and address adoption barriers (product, process, training, or data-related)
• Support new product introduction to help achieve product / market fit working with Product and Sales

2. Own Customer Retention and Renewal Processes

• Develop a structured approach to:
  • Customer health scoring
  • Renewal readiness
  • Expansion identification
• Lead renewal strategy and process in partnership with Sales
• Reduce churn by proactively identifying and mitigating risk signals
• Develop and manage Tiered customer support capability

3. Develop Scalable Processes

• Build scalable processes for:
  • Onboarding and activation
  • Ongoing engagement cadences
  • Customer communication and reporting
  • Voice of Customer product feedback
• Define and track key KPIs (as defined in conjunction with Product and Sales)
  • Adoption rates
  • Usage metrics
  • Time to value
  • ROI
  • Net revenue retention

4. Cross-Functional Leadership

• Partner closely with:
  • Sales 12 ensure smooth handoff and aligned expectations around customer health
  • Product 12 KPI definition, translate customer feedback into roadmap input
  • Operations / Field Service 12 ensure smooth activation and technical response
• Act as the voice of the customer within the leadership team

5. Team Leadership & Development

• Lead and evolve the Customer Value function, building on a strong foundation
• Clarify roles, responsibilities, and career paths within the team
• Foster a culture of accountability, customer-centricity, and data-driven decision making

6. Executive Engagement

• Build credibility and trust with the Executive Leadership Team and CEO
• Contribute to company-level strategy, particularly around customer growth and retention

Qualifications & Experience

• 5+ years leading Customer Value functions or in a customer-focused product leadership role
• Proven track record of:
  • Driving customer adoption and usage
  • Improving retention and expansion metrics
• Experience in IoT, hardware-enabled SaaS, or operational technology environments strongly preferred
• Demonstrated ability to:
  • Work cross-functionally with Sales, Product, and Operations
  • Influence senior stakeholders and executives
• Strong analytical orientation:
  • Comfortable using data to drive decisions and measure outcomes
• Experience building or scaling CS processes in a growth-stage company

Key Competencies

• Outcome-Oriented Thinking - focuses on measurable customer impact, not activity
• Systems Builder - creates repeatable, scalable processes
• Executive Presence - communicates clearly and confidently with senior leadership
• Customer Empathy + Commercial Acumen - balances customer needs with business outcomes
• Bias for Action - moves quickly from insight to execution

Why This Role Matters

At BinSentry, Customer Value is central to delivering on our promise: transforming agricultural operations through actionable data.

This role is critical in ensuring that:

• Customers not only deploy our technology-but fully adopt and benefit from it
• The company achieves strong retention, expansion, and long-term customer trust

Location Requirement

This is an in-office role based in Kitchener, Ontario, requiring regular collaboration with cross-functional teams and leadership.

We use artificial intelligence tools to support parts of our recruitment process, such as screening or assessing applications. Final hiring decisions are made by our hiring team.

This posting is for an existing vacancy.