CUSTOMER SUCCESS DIRECTOR

Overview We are searching for a Customer Success Director to join our team on a full-time basis. This new role is a fully remote position, and the successful individual could be based anywhere in the world; however, the preferred working time zone must be either Pacific Time or Eastern Time. Overseeing our Sales Closer Team, this position will work closely with all teams to ensure the success of our Partners. Together with all Teams, the Customer Success Director is responsible for the continued success of Wishpond Technologies Ltd. Responsibilities Partner with the Executive Leadership Team to align customer success goals with overall company strategy and business objectives. Lead the design and execution of customer success strategies that enhance user adoption, engagement, and retention across the customer lifecycle. Drive customer value realization by implementing programs that increase product usage, customer satisfaction, and lifetime value. Collaborate cross-functionally with Product, Marketing, and Sales to identify opportunities that improve the self-serve customer journey and reduce churn. Champion the voice of the customer, ensuring insights from customer interactions directly influence product roadmap and operational priorities. Foster a customer-first culture across all teams by promoting accountability, empathy, and proactive problem-solving. Oversee support operations, ensuring fast resolution times, scalability of help channels, and continuous improvement of customer experience. Manage key accounts and at-risk customers, implementing strategies to strengthen relationships and maximize renewals. Develop and monitor KPIs for success metrics, including NPS, retention, expansion revenue, and time-to-value. Own and manage the customer success budget, optimizing resources for maximum efficiency and impact. Collaborate with Product and Data teams to conduct customer insights and feedback analysis, driving actionable improvements. Partner with Marketing to launch education, onboarding, and enablement programs for the self-serve customer base. Lead, mentor, and grow a high-performing Customer Success organization, including Account Managers, Support Specialists, and Success Managers. Build scalable processes and systems that support self-serve and hybrid customer engagement models. Recruit, coach, and empower team members, fostering professional growth and operational excellence. Cultivate a culture of collaboration, transparency, and integrity that drives both team and customer loyalty. Perform other leadership duties as required to ensure customer satisfaction, team performance, and business success. Other duties as assigned. Qualifications A minimum of 5-7 years of experience, preferably within a SaaS oriented marketing operation or marketing agency A degree or diploma that contributes to the organization is considered an asset Strong recruitment, training, leadership, and negotiation skills In-depth knowledge of marketing strategies and best practices Experience in sales is considered an asset Capacity to manage global teams and complex projects seamlessly Must be detail-oriented, creative and have a passion for helping partners and Team Members achieve their goals Self-motivated with the ability to establish and maintain solid relationships through a client-first mentality Must be technical, analytical, results-driven and have the ability to multitask in a fast-paced environment Organized, administratively strong, and have solid writing, phone, and general communication skills Strong analytical and troubleshooting abilities to handle escalated issues and develop creative solutions for customers Excellent communication skills, with the ability to provide clear, empathetic guidance to customers and constructive feedback to team members Deeply committed to customer satisfaction, capable of fostering a service-first culture within the team Eager to participate in ongoing education and training for both personal and team development Fluent in English (spoken and written); knowledge of an additional language is an asset Work Environment Given the nature of this role, the successful candidate will provide their own workstation, computer, headset, and have a fast and reliable internet connection. This position may be required to download and utilize company software. Due to the nature of this role, we may verify backgrounds, including employment references, criminal record and credit checks. Once hired, the successful candidate must provide a valid government-issued photo ID as part of onboarding. Ability to provide oversight during standard business hours based on the Pacific Time Zone. Great Reasons to Apply for This Role Fully remote position allowing you to work from your home anywhere in the world Exciting and dynamic environment with a great leadership team Comprehensive training program and regular performance reviews to facilitate your success Competitive compensation based on experience and proven abilities Great referral programs with incentives and bonuses Unbelievable product discounts when you use our products for your own business A global workforce of multi-cultural and talented colleagues A close-knit operation with amazing growth opportunities for your personal development A high-growth SaaS technology company publicly traded on the TSX Venture Exchange Corporate headquarters in beautiful Vancouver, British Columbia, Canada About Us Founded in 2009, Wishpond is a rapidly growing technology company providing digital marketing solutions targeted at small businesses. The cloud-based platform includes landing pages, social promotions, website pop-ups, online forms, and lead activity tracking. Wishpond has a dedicated team of professional project managers, designers, copywriters, and developers who provide marketing services tailored to our individual clients. Wishpond serves over 3,000 customers in various industries and sizes, from startups to large Fortune 500 companies. Wishpond has a rapidly growing global headcount and continues to hire dedicated and qualified employees and contractors who have what it takes to scale a successful software company. To learn more about Wishpond Technologies, please visit our website or any of our social media platforms: Website: Instagram: @wishpondofficial Twitter: Wishpond Youtube: Thewishpond LinkedIn: Wishpond Application Process If you are interested in applying for this exciting opportunity, please provide an updated resume in English (PDF or Word formats only), quoting the position title in the subject line of your cover letter. Wishpond Technologies is an equal-opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture that does not discriminate on the basis of disability, status or any other basis protected under legislation. We thank all applicants in advance for their interest in this position; however, due to the volume of applications we receive, we are unable to respond to phone, email, or agency inquiries. Internal Applications close on Friday, October 17, 2025, at 5:00 pm Pacific Time 2p #J-18808-Ljbffr