Senior Director, Customer Success

The Senior Director of Customer Success is responsible for defining and leading Safe Software’s North American post-sales strategy, ensuring customers achieve measurable outcomes while driving expansion revenue and strong net revenue retention. This role builds and scales a proactive Customer Success organization that transforms customer engagement into a predictable growth engine. We have an immediate opening and are excited to find the right candidate to join our team.

• Establish and scale a high-performing Customer Success organization across North America

• Drive net revenue retention and expansion through customer lifecycle excellence

• Embed a proactive, outcome-driven customer engagement model

• Build systems, processes, and metrics that enable predictable growth and visibility

• Serve as the executive voice of the customer across product and go-to-market strategy

About The Team

This role directly influences Safe’s revenue growth, customer retention, and long-term customer value. By aligning cross-functional teams and embedding customer-centric practices, the Sr. Director ensures a seamless customer experience and strengthens Safe’s position as a trusted partner to its customers.

What You’ll Be Doing

As a Sr. Director Customer Success, you will:

• Build, lead, and scale the Customer Success organization, including hiring and developing Strategic CSMs across regions

• Own and execute net revenue retention and expansion strategy across the customer lifecycle

• Drive onboarding, adoption, renewal, and expansion initiatives tied to measurable customer outcomes

• Ensure all strategic accounts maintain active Mutual Success Plans aligned to business objectives

• Foster a high-performance, customer-focused culture grounded in trust, accountability, and outcomes

• Develop leadership bench strength through coaching, succession planning, and talent development

• Continue to refine operating models, performance expectations, and success metrics across teams and customer segments

• Define and manage KPIs, operating cadence, and reporting frameworks to provide visibility into Customer Success performance

• Collaborate with RevOps to implement scalable systems, tools, and data models (e.g., health scoring, lifecycle tracking, CSQLs)

• Leverage customer usage, health, and financial data to proactively manage risk and identify growth opportunities

• Partner with Sales on account strategy, renewal motions, and expansion opportunities

• Continuously evolve Customer Success strategies to align with business growth and market changes

• Act as the executive voice of the customer, influencing product roadmap, support strategy, and go-to-market priorities

• Partner cross-functionally with Sales, Product, Marketing, Support, and Finance to deliver a cohesive customer experience

• Break down silos and ensure alignment across teams to improve customer outcomes

• Manage executive-level escalations with clarity, urgency, and professionalism

• Champion change management initiatives and foster a culture of continuous learning and improvement

Qualifications, Skills, and Competencies

Safers come from a variety of backgrounds with a diversity in skills and knowledge. That said, we find that those who are most successful in this role have experience with the following areas.

Required skills:

• Bachelor’s degree in Business, Technology, or a related field (or equivalent experience)

• 8+ years of experience in Customer Success, Account Management, Professional Services, or post-sales leadership within enterprise SaaS

• 5+ years of experience leading and scaling multi-layered, distributed teams.

• Experience leading Customer Success in complex, technical SaaS environments with a strong focus on adoption, value realization, and expansion.

• Demonstrated success driving net revenue retention, customer adoption, and expansion revenue

• Experience building or transforming Customer Success functions, including processes, metrics, and systems

• Experience with Customer Success platforms and CRM systems (e.g., HubSpot)

• Strong understanding of customer lifecycle management, health scoring, and revenue metrics (NRR, CSQLs, adoption)

• Familiarity with data integration, analytics, or technically complex SaaS products (e.g., ETL, automation platforms)

• Executive-level communication and stakeholder management

• Cross-functional leadership and collaboration

• Strong coaching, mentorship, and team development capabilities

• Operational and strategic planning expertise

What You Can Expect

When you choose a career with Safe Software, you’re also choosing…

• Meaningful Work: Make a profound impact across our business, workplace and data integration product.

• A Supportive Environment: Feel empowered to share your ideas and implement them with high autonomy and team support.

• Social Responsibility: Become part of a team that finds meaningful ways to give back . Take paid time off to volunteer for one of our Safe-organized opportunities that align with our core community initiatives.

• Learning & Career Development: We believe in your continuous learning and growth. Take advantage of an annual learning budget and training programs paid for by Safe.

• Flexible Working Hours: Flexible and remote-friendly work arrangements to fit your lifestyle. Work when you want, and how you want to.

• Work-Life Balance: There's no place for burnout at Safe. Maintain a healthy balance of your personal and work life without splitting yourself in two. Enjoy 3 weeks of vacation to recharge, plus an additional paid 6 seasonal days off per year.

• Health & Wellness: Extended health, dental, health or lifestyle spending, and counseling benefits from day 1. That’s right, no waiting period.

• Family is important: We are dedicated to supporting our employees through parenthood and offer a Parental Leave Top-Up Program for new parents through childbirth or adoption.

• Shared Success: Share in Safe’s success with our bi-annual profit sharing and RRSP/TFSA matching program.

• An Accessible Commute: Regardless of your commute method, we’re located close to public transit, and provide complimentary parking and bike storage for our team!

About Safe Software

Safe Software transforms organizations with FME, the only All-Data Any-AI Enterprise Integration Platform connecting all your data, anywhere, at any velocity.

With over 30 years of expertise and 25,000+ enterprise customers across 125+ countries, we simplify your data journey, wherever it leads.

Founded in 1993, Safe is headquartered in Surrey, BC with over 300 team members and counting. We’re always looking for talented individuals with diverse backgrounds who are determined to learn and grow. Are you ready to join the team?

Our Commitment to Diversity and Inclusion

Safe Software is an equal opportunity employer and we truly believe that innovation and strength begin with diversity and inclusion.

We welcome all candidates regardless of race, gender identity or expression, sexual orientation, age, ability, disability, national or ethnic origin, political belief, religion, or family status.

Should you require accommodations during the recruitment process, please contact View email address on jobs.jobcopilot.com .

Notice Regarding Use of Automated Tools in Hiring

At Safe Software, we use automated tools to help us process applications and identify qualified candidates. These tools may assist in screening resumes and summarizing interview content based on the information you provide. This helps our team review applications efficiently while ensuring every candidate is considered based on the requirements of the role.

Please be assured that the final hiring decision is always made by a member of our team. For more information on how we protect your privacy, please see our policy . If you have questions about this process, please contact us at View email address on jobs.jobcopilot.com .