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Open nowPosted 117 days ago

Directeur Customer Success / Director of Customer Success

Workable (global search)108,016 open roles

Where
Montreal, QC, Canada
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Your applicationOpen nowDirecteur Customer Success / Director of Customer SuccessWorkable (global search) · Montreal, QC, Canada

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7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 117 days ago

Workable (global search) median: 7 days open

The posting

English will follow.

Nous recherchons un·e Directeur(rice) Customer Success orienté·e client, stratégique et à l’aise avec la technologie, pour diriger et faire évoluer notre fonction Customer Success à l’échelle globale. À ce poste clé, vous serez responsable de la vision, de la performance et de la structuration de l’équipe Customer Success, tout en restant proche du terrain et des clients stratégiques. Vous travaillerez en étroite collaboration avec les équipes Produit, Ventes, Finance et Direction afin d’assurer une adoption forte de la plateforme Botpress, une rétention durable et une création de valeur mesurable pour nos clients, des développeurs individuels jusqu’aux grandes entreprises internationales.Ce poste est un rôle 100 % en présentiel. Il n’offre aucune flexibilité de télétravail. Cette exigence est non négociable et constitue un critère éliminatoire. Nous croyons fermement qu’un leadership fort, une collaboration rapide et une culture d’excellence se construisent au quotidien, sur site.

Heures de travail : 40 heures par semaine Horaire : Temps plein Lieu: 400 Boulevard de Maisonneuve Ouest (200) Prime: Admissible à une prime annuelle de rendement basée sur l’atteinte des objectifs d’affaires, notamment en matière de rétention de la clientèle, de croissance de la clientèle et de la performance globale de l’entreprise.

Vos responsabilités

Leadership & Management

  • Manager, coacher et faire évoluer une équipe de Customer Success Managers
  • Définir des objectifs clairs, des indicateurs de performance (KPIs) et des standards d’excellence
  • Recruter, onboarder et développer les talents Customer Success
  • Instaurer une culture d’ownership, de rigueur et d’orientation résultats

Stratégie Customer Success

  • Définir et piloter la stratégie globale de Customer Success (onboarding, adoption, rétention, expansion)
  • Structurer les parcours clients selon les segments (SMB, mid-market, enterprise)
  • Mettre en place des processus scalables adaptés à une croissance rapide
  • Piloter les stratégies de renouvellement, de réduction du churn et d’upsell/cross-sell

Relation client & expertise produit

  • Intervenir sur les comptes stratégiques et les situations complexes ou à fort enjeu
  • Agir comme conseiller·ère de confiance auprès des décideurs clients
  • Traduire des concepts techniques et stratégiques en valeur business concrète
  • Garantir une compréhension approfondie de la plateforme et des cas d’usage avancés

Collaboration transverse

  • Être la voix du client en interne et influencer la roadmap produit
  • Travailler étroitement avec les équipes Produit, Engineering et Sales
  • Contribuer à l’amélioration continue des outils, workflows et systèmes Customer Success
  • Fournir des analyses et insights clients à la direction

Description

We are looking for a customer-oriented, strategic, and tech-savvy Director of Customer Success to lead and scale our Customer Success function globally.

In this key role, you will be responsible for the vision, performance, and structure of the Customer Success team, while remaining close to the field and to strategic customers. You will work closely with the Product, Sales, Finance, and Executive teams to ensure strong adoption of the Botpress platform, long-term retention, and measurable value creation for our customers, from individual developers to large international enterprises.

This is a 100% in-person role. It offers no remote work flexibility. This requirement is non-negotiable and is a disqualifying criterion. We firmly believe that strong leadership, fast collaboration, and a culture of excellence are built every day, on site.

Hours of work: 40 hours per week Schedule: Full-time Location: 400 Boulevard de Maisonneuve Ouest (200) Bonus: Eligible for an annual performance bonus based on the achievement of business objectives, including customer retention, customer growth, and overall company performance.

Your responsibilities:

  • Manage, coach, and scale a team of Customer Success Managers
  • Define clear objectives, performance indicators (KPIs), and standards of excellence
  • Recruit, onboard, and develop Customer Success talent
  • Instill a culture of ownership, rigor, and results orientation

Customer Strategy

  • Define and lead the global Customer Success strategy: onboarding, adoption, retention, and expansion
  • Structure customer journeys by segment: SMB, mid-market, and enterprise
  • Implement scalable processes adapted to rapid growth
  • Lead renewal, churn reduction, and upsell/cross-sell strategies

Customer Relationships

  • Step in on strategic accounts and complex or high-stakes situations
  • Act as a trusted advisor to customer decision-makers
  • Translate technical and strategic concepts into concrete business value
  • Ensure a deep understanding of the platform and advanced use cases

Collaboration

  • Be the voice of the customer internally and influence the product roadmap
  • Work closely with Product, Engineering, and Sales teams
  • Contribute to the continuous improvement of Customer Success tools, workflows, and systems
  • Provide customer analyses and insights to the executive team

Requirements

  • 7+ ans d’expérience en Customer Success, Account Management, Solutions Consulting ou rôle client équivalent
  • Expérience avérée en management d’équipe Customer Success
  • Expérience solide en environnement SaaS, PaaS ou tech B2B
  • Capacité démontrée à piloter l’adoption, la rétention et la croissance client
  • Excellentes compétences en communication, leadership et influence
  • À l’aise avec des produits techniques et des environnements complexes
  • Forte éthique de travail et sens des responsabilités
  • Capacité à évoluer dans un environnement rapide, exigeant et en forte croissance
  • Maîtrise de l’anglais
  • Expérience avec l’IA générative et l’IA conversationnelle
  • Parcours en startup ou scale-up à forte croissance
  • Forte culture produit et sens aigu du client
  • Familiarité avec les agents IA, chatbots, LLMs ou plateformes d’automatisation
  • Capacité à allier exigence, empathie et orientation solution

Requirements

  • 7+ years of experience in Customer Success, Account Management, Solutions Consulting, or an equivalent customer-facing role
  • Proven experience managing a Customer Success team
  • Strong experience in a SaaS, PaaS, or B2B tech environment
  • Demonstrated ability to drive adoption, retention, and customer growth
  • Excellent communication, leadership, and influencing skills
  • Comfortable with technical products and complex environments
  • Strong work ethic and sense of responsibility
  • Ability to thrive in a fast-paced, demanding, and high-growth environment
  • Fluency in English
  • Experience with generative AI and conversational AI
  • Background in a high-growth startup or scale-up
  • Strong product mindset and sharp customer focus
  • Familiarity with AI agents, chatbots, LLMs, or automation platforms
  • Ability to combine high standards, empathy, and a solution-oriented mindset

Benefits

  • 4 semaines de congés payés
  • Admissibilité aux assurances collectives après la période de probationAccès à un service de télémédecine après la période de probation

Benefits

  • 4 weeks of paid vacation
  • Eligibility for group insurance after the probation period
  • Access to a telemedicine service after the probation period

Contact: [email protected]

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