Directeur Customer Success / Director of Customer Success
Full-time
Botpress Technologies Inc.
Description
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.
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
- 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
- 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
Vacancy posted 1 day ago
Similar jobs that could be interesting for youBased on the Directeur Customer Success / Director of Customer Success in Remote vacancy
- ...Description 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,...SuggestedDaily paidFull timeRemote workTrial period
$150k - $200k per year
...founder-led sales function into a durable revenue organization. Customer Success has grown from three to seven people in the past year, and it... ...the customers we’ve worked so hard to win. The role The Director, Customer Success leads veritree’s post-sale relationship with...SuggestedLong term contractFull timeContract workWork at officeRemote workFlexible hoursShift work$150k - $170k per year
...innovation, leveraging the latest technology to empower our customers with greater efficiency and visibility in their spend.... ...about their experiences working at Coupa. The Impact of a Customer Success Director at Coupa: The Canadian FSI Customer Success Director will...SuggestedRemote jobLong term contractFull timeTemporary workImmediate start$243k - $365k per year
...and simplifying tasks. Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses –... ...more. About the Role Motive is seeking a Director of Account Management & Customer Success in Canada to lead a growing sales organization responsible...SuggestedLong term contractFull timeTemporary workInternship- ...About Cority Cority helps customers see and prevent risks across their operations... ...visit . You will drive the success of our customers. This position works alongside other Customer Success Managers and reports to the Senior Director, Success. At Cority, we are...SuggestedLong term contractFull timeRemote workWorldwideHome office
- ...ClearRisk is a rapidly scaling SaaS company. We are searching for a driven individual to join our Customer Success team as a Customer Success Manager. Reporting to the Director of Customer Success, the ideal candidate is an entrepreneur at heart, has a passion for...Long term contractPermanent employmentFull timeContract workWork at officeRemote workFlexible hours
- ...Kubernetes governance platform. About the Role: As a Senior Customer Success Engineer at Nirmata, you will be building and maintaining... ...relationships with key stakeholders in customer’s organization up to Director level. Provide leadership on key customer initiatives. This...Full timeFlexible hours
- ...building that. About the role A customer who signs with Plane has usually just migrated... ...poking at the system, and keeping them successful takes more than a quarterly check-in call... ...to haves You have worked in customer success, account management, or a similar post-...Full timeContract work
- ...management platform, serving 14,000+ customers including Duracell, Shell,... ...our senior-level Account Director organization. These accounts... ...and live channels. Leverage customer health signals, usage data,... ...Design and execute scalable success motions — automated lifecycle...Long term contractFull timeWork at officeImmediate start
$145k - $175k per year
...We are moving fast and focused on customer impact. You will enjoy and be successful at Quandri if you: Have a deep... ...: The Enterprise Customer Success Manager at Quandri is a strategic... ...time. ~ Expert at mobilizing VP/Director-level sponsorship. Flawless English...Long term contractFull timeWork at officeRemote workShift work$75.04k - $93.8k per year
...The Customer Success Manager II is responsible for driving long-term success and growth across a strategic portfolio of enterprise customers... ...strategic reviews with C-suite, board administrators, and senior directors, to demonstrate ROI, influence adoption, and surface new...Long term contractFull timeWork at officeLocal areaFlexible hours- ...existing vacancy ABOUT THE ROLE As Spellbook's VP of Customer Success & Support, you'll build and lead the function that ensures every... ...support, including significant leadership experience at the director level or above in a B2B SaaS company. ~ Proven experience building...Full timeContract workInternshipFlexible hours
- ...Own the project lifecycle for Pelmorex’s B2B Weather Solutions and custom client projects, ensuring on-time and within-budget delivery and... ...meetings to gather detailed requirements and ensure project success. Proactively monitor project performance, analyzing progress against...Full timeFlexible hoursWeekend work
- ...Customer Solution Owner Jeppesen ForeFlight – Montreal Downtown Office Jeppesen ForeFlight... ...value lifecycle by ensuring customers successfully adopt and maximize the capabilities of... .... Familiarity with Customer Success methodologies such as the LAER model (Land...Long term contractFull timeTemporary workWork at office
$65k - $70k per year
...pitches in, everyone sees the direct impact of their work, and we're continuously investing in new tools and processes that let our Customer Success team operate at scale without losing the personal touch. The Role We're looking for a Customer Success Manager to cover...Full timeContract workFixed term contractWorldwide- ...in the dental profession. Want to be a part of the fastest growing dental team in Canada? Read on! Description: The Customer Success Coordinator is responsible for providing exceptional customer service to our internal and external stakeholders. Do you pride yourself...Full timeWork at office
- ...environment, we’d love to hear from you. We are looking for a Customer Success Team Lead to join our team. If you're passionate about... ...upsells and overall account growth. This role will also support the Director in building scalable processes for the team, improving the...Full timeContract workTemporary workWorldwide
- ...to work for people. Job Description The Experienced Customer Success Manager (CSM) is the senior practitioner level in the CSM job... ...autonomy across the competencies and engaging credibly at senior Director and VP level when the situation demands. You set the play...Full timeContract workWork at officeImmediate startRemote workFlexible hours
- ...Job description Director of Patient Success Department: Patient Success Reports to: Chief Revenue Officer Role Purpose The Director of Patient Success is accountable for building, leading, and scaling a centralized Patient Success function that directly...Full timeWeekend work
$65k - $90k per year
...Customer Success Specialist Position Type: Full-time Permanent At Portable Electric, we believe in Clean, Quiet power. Off-Grid. WHO WE ARE AT PORTABLE ELECTRIC Portable Electric is an exciting clean technology company that is in scale-up mode. Our vision...Long term contractPermanent employmentFull time- ...Description BusPlanner is hiring a Customer Success Manager to manage and grow relationships with school districts across Canada. This is a hybrid role that combines account growth and customer support, ideal for someone who is proactive, highly energetic, relationship-focused...Full time
- ...public company, you’ll have the autonomy and support to make an impact as we build for the long term. About the role: Our Customer Success Associates pick up where our Implementation team leaves off, working closely with our top customers to learn more about their fleet...Long term contractFull time
- ...unlocking growth. As a nimble start-up, we thrive on innovation, collaboration, and empowering our customers to succeed. The Role We are looking for a Customer Success Manager (CSM) to join our Sales team and play a key role in onboarding accounting firms and...Full timeRemote work
- ...bringing its total funding to more than $80 million. *This is an existing vacancy ABOUT THE ROLE We’re seeking a proactive Customer Success Manager (CSM) to drive success for our mid-market and enterprise clients. The ideal candidate is experienced in SaaS customer...Full timeContract workFlexible hours
$70k - $90k per year
...community engagement tools into one seamless experience. We help our customers create beautiful, integrated, human-centered workspaces that... ...ideas about the future of work. About the role As a Customer Success Manager , you’ll start by owning the complete client journey...Remote jobFull timeWork at officeFlexible hoursEarly shift- ...calls, takes reservations, processes payments, and delivers 24/7 customer support, all without human intervention. When a situation... ...begins to scale. The Opportunity They are hiring a Customer Success Manager to own onboarding, adoption, and retention for their growing...Long term contractFull timeContract workInternshipImmediate start
- ...Introduction to the Team & Role As a Customer Success Partner, you will partner with our clients to achieve their digital training strategy... ...business results across the enterprise.” — Paul Escobedo, Sr Director, Customer Success What You’ll Do Within 1 month, you...Long term contractFull timeRemote workFlexible hours
$65k - $95k per year
...should you choose to accept it: Driving success and retention: With a consultative approach... ...to meet business objectives Onboard new customers by facilitating demos and training around the product. Actively monitor customer engagement. Regularly review data and analysis...Full timeFreelanceRemote work$70k - $85k per year
...bolstering advertising and sponsorship engagements. By enhancing customer retention and loyalty, Fobi sets the stage for transformative... ...Job Overview: Working with the VP of Marketing, the Customer Success Manager (CSM) is responsible for building strong relationships with...Full timeInternshipWork at office$125k - $135k per year
...operations, reduce manual errors, and improve cash flow — and we're growing fast. Our success is driven by a commitment to innovation, excellence, and delivering an amazing customer experience from sales to support and all through the customer journey. You'll work on...Long term contractFull timeInternshipWork at officeLocal area
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to Directeur Customer Success / Director of Customer Success. Be the first to apply!
Related searches
- coordonnateur de service Remote
- responsable département service client Remote
- directeur de service Remote
- responsable service Remote
- responsable services généraux Remote
- directeur service conseil Remote
- project manager no experience Remote
- director experience design Remote
- contact centre operations manager Remote
- case manager no experience Remote