Director, Customer Success

About veritree

veritree is an award-winning climate tech company based in Vancouver. Launched in 2021, our technology measures and verifies the impact of restoration projects from the ground up — elevating the credibility of global restoration projects and unlocking investment in nature. We’re on our way to embedding nature into 100,000 businesses and planting one billion verified trees by 2030.

We’re evolving from a founder-led sales function into a durable revenue organization. Customer Success has grown from three to seven people in the past year, and it now owns one of the company’s most important mandates: proving that we retain and expand the customers we’ve worked so hard to win.

The role

The Director, Customer Success leads veritree’s post-sale relationship with every customer — from go-live through renewal and expansion. You own veritree’s core retention-and-growth mandate: retaining and expanding our existing customer base (targeting >100% net revenue retention, or NRR, each half) while building the team, playbooks, systems, and account strategy that make that performance repeatable at scale.

You lead a team of 6 Senior Customer Success Managers and Customer Success Managers, carry the full retention, upsell, cross-sell, and transactional re-sign number for the business, and stay close enough to our largest enterprise partners to step in and run calls when needed. You sit at the centre of the company — working across Sales, Marketing, Product, Forest, Operations, Finance, and People — to translate what customers need into what veritree delivers.

This is a builder’s role in a high-growth, and often ambiguous environment. You are equally comfortable coaching a Customer Success Manager through a difficult renewal, presenting an impact review to a Fortune 500 sustainability lead, and designing the account-scoring model and CRM pipeline that run the whole function.

1. Team & retention: Evolve and execute on retention strategy (at-risk triggers, save playbook, early-warning process) that delivers H2 NRR at or above 100% with no unplanned attrition among top-65 accounts.
2. Monetization strategy: Contribute towards successfully building the longer term renewal pricing and contract model - H2 pricing protocol plus a longer-term contract structure - documented, approved, and applied across 100% of H2 renewals.
3. Account health & expansion: Live, adopted account-health scoring with a special-management protocol for the top 65 accounts, backed by a tracked expansion pipeline with at least one qualified opportunity per 15 targeted accounts.
4. Increase operational Efficiency Through Automation: Shift CS out of delivery/concierge work by installing the right systems and automations for delivery owners and a cross-functional launch checklist, freeing the team to operate at a strategic (not operational) level.
5. Customer voice & advocacy: A recurring, Marketing-integrated voice-of-customer program that reliably surfaces top accounts for co-marketing at least quarterly.

What you’ll own

Retention, expansion & revenue

• Own gross and net revenue retention across the existing customer base, targeting 100%+ NRR each half and protecting the multi-million-dollar existing-customer revenue cohort.
• Carry the team’s upsell, cross-sell, and transactional re-sign targets; identify and close expansion opportunities (new project sites, new impact offerings, API and platform features) in partnership with Sales.
• Support the CS team as needed in renewals end-to-end — CS owns the renewal motion, from initiating conversations well ahead of contract end through negotiating pricing and inflationary increases.
• Own the customer segmentation and account-health scoring model (contract value × growth potential), refreshed on a regular cadence to sharpen prioritization and surface at-risk and high-potential accounts.

Team leadership & enablement

• Lead, coach, and grow the Customer Success team of Senior Customer Success Managers and Customer Success Managers; hire to plan, onboard new team members, and build career paths (including promotions and role progression).
• Design and own the team’s variable compensation and on-target earnings (OTE) structure in partnership with People and Finance, and submit team commission accruals each quarter in collaboration with Operations.
• Run the team operating rhythm — including a weekly CS sync redesigned around async pulse updates, shared learnings, and live coaching — and set consistent standards for call and email quality, objection handling, and prioritization.
• Build and maintain the CS knowledge base and enablement library (onboarding guides, playbooks, escalation guidelines) and champion AI and automation tooling to help the team scale.

Customer relationships

• Stay close to our largest enterprise partners as a senior point of support — ready to step into executive business reviews (EBRs), impact reviews, or key calls, and to travel to customer and project sites when needed.
• Support the CSMs with quarterly business reviews (QBRs) with the top revenue-generating customers, driving measurable relationship and account-health scores if needed.
• Deliver value early — ensure enterprise and high-potential partners see fulfillment and impact within their first months, supported by project storytelling and impact reporting.
• Serve as the escalation point for at-risk accounts, churn signals, and SLA risks, and determine when to escalate to executive leadership.

Systems, process & cross-functional leadership

• Own the Customer Success pipeline and dashboard in the CRM (HubSpot); partner with Revenue Operations to keep account ownership, health, and forecasting accurate and reportable.
• Build and standardize CS playbooks — onboarding, business reviews (EBRs/QBRs), at-risk and low-engagement accounts, high-growth accounts — plus templates for success plans, business reviews, impact reports, and internal response/follow-up SLAs.
• Continue to build upon efficiencies within the CS team and inter-departmentally in order to scale team processes.
• Produce a quarterly cross-functional scorecard and voice-of-customer memo for the organization: what customers needed, what we delivered, where we fell short, what we learned, and what’s changing next quarter.
• Represent the customer across the business — feeding insights to Product (roadmap, platform engagement), Marketing (case studies, co-marketing, events such as Climate Week), Field Operations (fulfillment and timing), and Sales (handoffs and expansion).

What you bring

• 10+ years in Customer Success, account management, or a related B2B customer-facing function, including 5+ years leading and developing a Customer Success team.
• A demonstrated track record owning retention, net revenue retention, and expansion targets — and building the segmentation, playbooks, and metrics that deliver them.
• Experience managing executive-level relationships at enterprise accounts, with confident, polished communication over email, video, and in person.
• Strong commercial instincts: comfortable leading renewal negotiations, pricing conversations, and upsell/cross-sell strategy.
• Fluency with CRM, AI, and CS tooling — HubSpot strongly preferred — plus comfort standing up dashboards, pipelines, and process from scratch. SaaS experience is a strong asset.
• Experience in a high-growth, fast-changing environment; you thrive with ambiguity, prioritize ruthlessly, and build the process where none exists.
• Based in or able to work core hours in the PST time zone, and willing to travel to customer sites, planting sites, and the Vancouver office as required.

Who you are

• Mission-driven — genuinely energized by restoration, verification, and helping businesses do impact the right way.
• A relationship-builder first, who turns satisfied customers into advocates while still holding the commercial line.
• A people leader who coaches, gives clear feedback, and creates room for the team to grow.
• Data-informed and detail-oriented, blending judgment with the numbers to make good calls.
• Clear, direct, and calm under pressure — tech-forward and credible, never cliché.

Why this role

You’ll lead the function that proves veritree’s flywheel works — turning hard-won customers into durable, growing, reference-able partnerships. You’ll shape how a category-defining climate tech company retains and grows its base, with the autonomy to build the team and systems behind it, and the mandate to do work that measurably helps restore the planet.

Benefits & Compensation Overview

At veritree, we recognize that compensation and performance development are key to attracting and retaining top talent. Our approach is grounded in fairness, transparency, and creating opportunities for growth as both our people and business scale.

Some highlights you can expect include:

• Competitive salary with a performance-driven framework that ensures fair and consistent compensation reviews, tied to individual impact and business growth
• Extended health, dental, and vision benefits
• Additional Health Spending Account (HSA) / Lifestyle Spending Account (LSA) to support your well-being and lifestyle interests
• A variety of time-off programs, including vacation, personal days, and a 4-week remote work program each year
• Employee discount with tentree, our sister company
• A flexible, hybrid work environment designed for collaboration and focus-driven impact

veritree ensures that compensation is reviewed fairly and consistently, with opportunities for salary progression tied to sustained performance. As such, the salary range for this role is $150,000 to $200,000 CAD/year with a 30-35% variable bonus.

We reserve the >75th percentile of our salary ranges for internal employees who demonstrate sustained high performance and impact at veritree.

veritree is an equal opportunity employer. We are committed to building a team that represents diverse backgrounds, perspectives, and skills. All employment decisions are made on the basis of qualifications, merit, and business needs.