Opportunity at
MotiveDirector, Customer Success - Canada
The Director of Customer Success and Account Management for Canada leads a growing sales organization that manages, retains and expands Motive's relationships with Canadian customers. The…
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About This Role
The Director of Customer Success and Account Management for Canada leads a growing sales organization that manages, retains and expands Motive's relationships with Canadian customers. The director oversees Account Managers and CSMs who own their accounts and concentrate on expansion, retention and renewals. The role is based in Toronto, Canada. The director collaborates with the GM for Canada, along with Implementation, Customer Support, Product and Sales Operations teams. The director…
Job Description
The Director of Customer Success and Account Management for Canada leads a growing sales organization that manages, retains and expands Motive's relationships with Canadian customers. The director oversees Account Managers and CSMs who own their accounts and concentrate on expansion, retention and renewals.
The role is based in Toronto, Canada. The director collaborates with the GM for Canada, along with Implementation, Customer Support, Product and Sales Operations teams. The director makes sure customers see business value from Motive and builds executive relationships that support long-term partnerships.
Key duties include setting strategies that help account teams demonstrate value to complex enterprise customers, watching customer health to catch both risk and expansion chances, and serving as senior escalation contact and executive sponsor for key accounts. The director also recruits and develops sales talent, builds coaching frameworks and career paths, tracks pipeline and renewal forecasts, and refines the sales processes and account plans the team uses.
The posting is full-time and on-site. It asks for at least 10 years in SaaS sales or revenue-focused account leadership, including 4 years managing enterprise sellers or account and customer success managers. The stated compensation is on-target earnings (base pay plus commissions) of $243,000 to $365,000 CAD.
Responsibilities
- Lead an enterprise and strategic account team spread across regions on prospecting, account planning and pipeline growth
- Guide full account ownership, retention, renewal negotiations, expansion and closing in complex accounts
- Create approaches that help account managers prove business value to large enterprise customers
- Monitor customer health and track both risk and expansion opportunities
- Build executive relationships across the account base
- Recruit, hire and develop enterprise account talent, with coaching frameworks and career paths
- Partner with Sales Operations, Product, Support and Implementation to improve the customer lifecycle
- Track sales metrics, pipeline, renewal forecasts and net revenue retention
- Serve as senior escalation contact and executive sponsor for key accounts
- Improve sales workflows, account planning frameworks and operating playbooks
Requirements
- Ten or more years in subscription software selling, enterprise sales leadership or revenue-driven account management
- Four or more years leading enterprise salespeople, account managers or customer success managers
- A record of owning, retaining and expanding revenue in complex customer segments
- Comfortable working in Salesforce, with sales analytics and revenue forecasting tools
- Experience designing account management programs that scale and that lift retention, renewals and growth
- Strong communicator who can sway stakeholders in multiple departments
- Experience creating and growing quota-bearing teams inside rapidly expanding software businesses
Core Skills
Benefits
- Health, pharmacy, optical and dental coverage
- Paid time off and sick time off
- Short-term and long-term disability coverage
- Life insurance
- 401(k) contribution
- Restricted stock units may form part of total compensation for certain roles
- Benefits are subject to eligibility requirements
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this role located?
The posting places the role in Toronto, Canada.
What is the stated compensation?
The posting gives on-target earnings (base pay plus commissions) of $243,000 to $365,000 CAD.
What experience is required?
Ten or more years in subscription software selling, or in leading enterprise sales or revenue-driven account teams, with four or more years managing enterprise sellers or account and customer success managers.
Who does this role work with?
Teams the director works with include GM Canada leadership, along with Implementation, Customer Support, Product and Sales Operations.
Sample Interview Questions
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