B2b Saas Customer Success Director

Shape B2B SaaS customer outcomes at Texada through adoption strategy, renewal forecasting, and operational leadership in the GTA.This Director, Customer Success and Services role owns the post-sale operating rhythm across Texada’s cloud-native platform. You will establish lifecycle adoption standards, identify risk through customer, product, and financial data, and turn low usage into recovery plans. The role also includes leading four Customer Success team members, coaching the Professional Services Manager, and partnering with the PMO on go-live handoffs.Key Responsibilities:
Build adoption and renewal metrics, playbooks, and toolingIdentify usage risks and create customer recovery plansMaintain reliable renewal forecasts beginning 120 days earlyDevelop Customer Success talent through goals and coachingCoordinate clean Professional Services-to-Success handoffsRequirements:
Seven or more years in B2B SaaS post-sale leadershipTrack record improving adoption across recurring-revenue customersExperience with usage-based or MAU-based licensing preferredAbility to use customer, product, and financial dataStrong operational rigor, systems thinking, and collaborationUse structured operations, lifecycle analytics, and team leadership to strengthen Texada adoption and renewal performance across customers.
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