Director, Customer Success Managers
Job description
Director, Customer Success Managers at G-P, owning gross retention and Net Retention Rate across all named accounts and accounts valued above $75K. The role leads a global organization of managers and Customer Success Managers who protect the customer base, manage renewals, and drive natural expansion.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote
- Pay
- CAD 140,000 – 175,000 / year
What you'll do
- Lead, hire, and coach Managers of Customer Success across the Americas, EMEA, and APAC, driving high engagement and performance across diverse time zones.
- Set and manage global coverage models by account tier (Strategic CSMs on the largest accounts, Sr. CSMs on $250K to $1M, and CSMs on $75K to $250K), owning the annual re-tiering of books and standardizing tier-specific CSM playbooks.
- Oversee the renewals process across the portfolio, ensuring consistent renewal outcomes and transitioning legacy evergreen agreements to standard contractual terms.
- Lead the weekly and monthly risk and churn review cadence with Revenue leadership, maintaining real-time health signals and active remediation plans for all at-risk accounts.
- Establish and maintain rules of engagement with Account Management—ensuring CSMs own renewals and natural expansion while collaborating with sellers on sourced expansion and complex renewals, logging upsell/cross-sell leads, and properly recording credit in Salesforce.
- Track and report retention, NRR, and portfolio risk metrics directly to the VP, Global Customer Success and Revenue leadership.
What we're looking for
- 10+ years of experience in Customer Success or Account Management within B2B SaaS or global services.
- 5+ years of experience leading and managing people managers.
- Proven track record of protecting and expanding a large customer book, driving measurable gains in gross retention and NRR.
- Demonstrated experience leading distributed teams across multiple regions and time zones.
- Hands-on experience designing and implementing tiered coverage models, playbooks, and scalable CS operational frameworks.
- Strong executive presence with both enterprise customers and executive leadership.
- Fluency with Salesforce and customer health data platforms/telemetry.
Nice to have
- Prior experience in the Employer of Record (EOR), HR tech, payroll, or global expansion industries.
Your team
Global Customer Success
Benefits
- Generous paid parental leave
- Flexible time off
- Spending accounts
- Medical insurance
- Dental insurance
- Vision insurance
- Sabbatical after 5 years
Apply
About G-P
Global Made Possible
Our leading SaaS-based Global Employment Platform™ enables clients to expand into over 180 countries quickly and efficiently, without the complexities of establishing local entities. G-P assists organizations in building exceptional global teams in days, not months—streamlining the hiring, onboarding, and management process to unlock growth potential for all.
Mission
Breaking down barriers to global business and creating opportunities for everyone, everywhere.
Key facts
- SaaS-based Global Employment Platform
- Enables clients to expand into over 180 countries
- Remote-first teams
What they value
- Opportunity Made Possible
- Innovation thrives
- Every contribution is valued and celebrated