Role Summary We are hiring a
Director of Technical Success who will own the infrastructure that delivers Wisedocs' promise to customers: a support function that resolves fast and learns faster, and an implementation motion that gets customers to first value in 30 days. We are building the technical operations function from the ground up - with a deliberate design for an AI-native future.
You'll work as a peer to the CS Director, establishing priorities around customer-facing workflows and tooling jointly. Nothing that touches customer experience is decided in isolation. You'll have genuine authority over support and implementation, real influence over the tooling stack, and the technical fluency to partner with Engineering when needed. The SVP CS serves as the alignment point between your two tracks.
What you'll be doing:
Support Operations & People Leadership- Own the support function end-to-end-team, process, tooling, and SLA performance
- Build an automation plan with the CS Director on what gets automated first and what the team's work looks like after
- Serve as the bridge between support and Engineering for triage, escalation, and issue resolution communication
- Lead the support tooling rebuild (HubSpot isn't the answer; bring your point of view and execute with CS alignment)
- Develop your team and create career paths as the function evolves
Implementation Operations - Own implementation execution, process design, and delivery standards that consistently hit First Value in 30 days
- Partner with CS to evolve the implementation role from coordinators toward launch coaches as AI absorbs coordination work
- Design a seamless handoff to ongoing CS so customers experience continuity, not a transition
Post-Sale Technology Stack - Administer and optimize the post-sale stack (Vitally, ClickUp, support platform rebuild)
- Bring a clear point of view on the right infrastructure for where Wisedocs is heading
- Prioritize initiatives in alignment with the CS Director-major roadmap decisions are made jointly
- Partner with RevOps on tooling integrations so customer health, usage signals, and outcomes connect reliably
AI-Enabled Operations - Apply an AI-first lens to every operational problem-freeing teams from transactional work to focus on customers
- Build and maintain visibility into AI tools and experiments relevant to post-sale
- Work with CS to ensure AI investments serve customer outcomes, not just internal efficiency
- Grow into the post-sale function's primary AI operations leader as Wisedocs' AI tooling matures
Product Alignment - Build a working relationship with Product with agreed cadence and shared language
- Surface patterns from customer issues and bring them to Product in actionable form
- Represent the operational implications of product changes before they ship
You're a great candidate if you have- 3-5+ years leading support engineering or technical support in B2B SaaS - you understand how support infrastructure connects to product and have owned the escalation path to Engineering
- Technical fluency (not depth) - you speak Engineering's language well enough to triage with precision and escalate with context; you represent customer impact accurately without needing to be the engineer
- AI-forward orientation - you think about AI as an operational lever, not a future state; you've applied AI tools to real workflows, and your instinct is always to ask how AI creates more customer-facing time
- People leadership - you invest deliberately in your team, create career paths, and the people who have worked for you have grown
- Collaborative working style - you're comfortable with joint decision-making, build alignment naturally, and don't need unilateral authority to move quickly
- Cross-functional credibility - you've worked as a peer to CS, Product, or Engineering and know how to build influence without authority
- Bias toward leveraging over building - when facing a capability gap, your first instinct is better tools and playbooks before reaching for a hire
- Comfort with ambiguity - this may be your first or second Director role; we're looking for fundamentals and instincts over polish and tenure
Nice to Have - Experience leading implementation or delivery teams - operational depth transfers across disciplines
- Experience with support tooling migration or platform selection
- Familiarity with CS platforms (Vitally, Gainsight, etc.)
- Background in regulated or high-stakes industries (insurance, legal tech, healthcare, financial services) where delivery quality is a trust issue
- Experience managing a team through platform rearchitecture or major product expansion
What we offer: - Flexible hybrid environment to collaborate in-person at our Toronto HQ.
- Modern employee benefits, including health and dental coverage
- Competitive compensation, with valuable stock options, as we're still a young company growing very quickly.
- An opportunity to develop very rapidly in your career. We can offer you a super-immersive learning environment, and when you thrive there, you will have the opportunity to rapidly develop this opportunity into senior practitioner or management opportunities as you choose.
- Access to a learning and professional development fund to help you level up your career while you're working with us. We hope to be an incredible step up in your career if you decide to come and work with us.
- Plus, many other Recognition Programs!
Recruitment Journey at Wisedocs:We're excited to meet you and explore the possibilities together! At Wisedocs, honesty is one of our core values. Our Recruitment process is transparent to ensure you are set up for success:
- Round 1 - People & Culture Chat: 20-30 min conversation about your background, goals, and the role.
- Round 2 - Interview with the Director of Customer Success (30 min)
- Round 3 - Case Study Presentation: Present your take home case study to our Implementation and Support Team Members (1hr)
- Round 4 - Interview with the Hiring Manager: We'll explore your strategic alignment with how we're building technical operations, your leadership philosophy around people development, and whether your collaborative style and instincts fit our culture. (30 min)
Compensation Our target base salary range for this role is
$110,000 - $155,000 CAD. This range reflects the full growth journey within the role - from building and developing skills early on, to becoming highly proficient and ultimately achieving excellence. Where an offer lands within the range is based on your experience, skills, and impact, which we assess throughout the hiring process.
We're committed to fair and transparent pay and ongoing career development. If your expectations fall outside this range but you're excited about the role, we still encourage you to apply.
Note: We use AI-powered tools alongside human review to support a fair, inclusive, and efficient hiring process, helping us work smarter and create better experiences for our customers and team.
This posting is for current and future opportunities at Wisedocs. Even if there isn't an immediate opening, we're always excited to meet great people. If your experience lines up, we encourage you to apply - we'll reach out when a role opens that's a good fit.
