Remote opportunity at
GLOBALIZATION PARTNERS LTD.Director, Customer Success Managers
Globalization Partners Ltd. operates a SaaS-based global employment platform that allows clients to expand internationally across more than 180 countries without needing to establish local corporate…
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About This Role
Globalization Partners Ltd. operates a SaaS-based global employment platform that allows clients to expand internationally across more than 180 countries without needing to establish local corporate entities. The company functions with remote-first teams spread across multiple regions and time zones. The organization is currently seeking a Director, Customer Success Managers to take full ownership of gross retention and the Net Retention Rate (NRR) across all named client accounts, specifically targeting…
Job Description
Globalization Partners Ltd. operates a SaaS-based global employment platform that allows clients to expand internationally across more than 180 countries without needing to establish local corporate entities. The company functions with remote-first teams spread across multiple regions and time zones.
The organization is currently seeking a Director, Customer Success Managers to take full ownership of gross retention and the Net Retention Rate (NRR) across all named client accounts, specifically targeting every account valued above $75,000.
In this remote-based leadership position, the incoming director will manage, scale, and mentor a global workforce of people managers and Customer Success Managers. Key duties involve safeguarding the active customer base, overseeing renewal cycles, and generating natural expansion through structured playbooks, early health indicators, and a systematic risk review cadence. Reporting directly to the VP of Global Customer Success, this role requires close collaboration with account management, implementation, channel leaders, finance, product, and operations teams to maintain predictable client retention and operational consistency globally.
This opportunity is ideal for experienced leaders who possess a strong background in customer success or account management within B2B SaaS or global service environments, and who have a proven history of managing distributed, multi-region teams.
Responsibilities
- Hire, coach, and lead Customer Success people managers across the Americas, EMEA, and APAC regions
- Establish and oversee global account coverage models categorized by tier, including annual re-tiering and standardized playbooks
- Manage the portfolio renewal process to guarantee consistent outcomes and transition legacy evergreen agreements to standard terms
- Lead weekly and monthly risk and churn reviews with Revenue leadership, utilizing real-time health data and remediation plans for at-risk accounts
- Partner with Account Management to define rules of engagement, oversee renewals and natural expansion, and log upsell opportunities in Salesforce
- Track and report retention, NRR, and portfolio risk metrics to the VP of Global Customer Success and Revenue leadership
Requirements
- Over ten years of professional experience in Customer Success or Account Management within B2B SaaS or global services
- Minimum of five years of experience leading and managing people managers
- Demonstrated ability to protect and expand a large customer book while driving measurable gains in gross retention and NRR
- Direct experience leading distributed teams across various geographic regions and time zones
- Hands-on background in creating and implementing tiered coverage models, playbooks, and scalable customer success operational frameworks
- Strong executive presence suitable for interacting with enterprise customers and executive leadership
- Proficiency with Salesforce and customer health data platforms or telemetry
Qualifications
- Prior work experience within the Employer of Record (EOR), HR tech, payroll, or global expansion sectors
Core Skills
Benefits
- Annual gross fixed pay range of CAD 140,000 to CAD 175,000
- Variable compensation including a commission structure and an annual bonus tied to individual and company performance, book gross retention, and NRR
- Generous paid parental leave
- Flexible time off
- Spending accounts
- Medical, dental, and vision insurance
- Sabbatical leave after five years of service
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, Globalization Partners operates remote-first teams and this role is listed with a remote location.
What is the salary range for this role?
The annual gross fixed pay range is between CAD 140,000 and CAD 175,000, and the position is also eligible for variable compensation such as commissions or annual bonuses.
What experience is required to apply?
Candidates must have over ten years of experience in Customer Success or Account Management in B2B SaaS or global services, along with at least five years of experience leading and managing people managers.
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