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Toronto, Ontario, Canada
Hybrid
About the Role:
LumiQ is seeking a growth-oriented, and highly talented Director of Customer Success to scale and lead our Customer Success function. As we enter our next major phase of expansion, you will hold ultimate accountability for retaining and expanding product adoption amongst our B2B customers.1. Executive Leadership & CS Strategy
End-to-End Function Ownership: Take full strategic and operational ownership of the Customer Success department, aligning CS objectives directly with company-wide growth and financial goals.
Commercial Accountability: Own various KPIs, including gross and net revenue & customer retention metrics (GRR/NRR) proactively identifying expansion opportunities and protecting the core customer base.
Customer Success Plan: Define and execute a multi-phase organizational roadmap focused on developing the team and systems to support them.
2. People Leadership & Team Development
Team Management & Mentorship: Lead, coach, and inspire a high-performing team of CSMs, fostering a culture of accountability, data-driven execution, and teamwork.
Capacity & Compensation Modeling: Manage department budgeting, headcount forecasting, and incentive structures to ensure the team is staffed and incentivized to hit growth targets.
Enablement: Establish continuous training, career paths, and documentation to ensure consistent execution of LumiQ’s success methodology as the team expands.
3. Establish & Manage the Operating Rhythm
Success Cadence Execution: Design, implement, and lead the Customer Success Operating Rhythm, ensuring clear, consistent frameworks for reviewing "at-risk" accounts, CSM activities, and performance tracking.
Data-Driven Intervention: Maintain a rigorous pulse on customer health, product usage, and engagement metrics to ensure the team’s daily efforts are directed at the highest-leverage priorities.
Executive Reporting: Facilitate high-level monthly, and quarterly business reviews, translating raw team activity and customer data into strategic, actionable updates for the executive suite.
4. Process Optimization & Operating Leverage
Efficiency & Capacity Building: Systematically identify and eliminate administrative friction in the customer journey to increase CSM capacity and improve account-to-CSM ratios without sacrificing service quality.
Standardized Playbook Engineering: Convert manual, ad-hoc workflows into an organized library of automated "Success Plays" and standardized templates to guarantee high-velocity, consistent execution across all tiers.
Proactive Risk Architectures: Build and maintain an automated "Early Warning System" that monitors usage, seat utilization and relationship sentiment in real-time, instantly arming CSMs with retention playbooks before risks turn into churn.
Automated Customer Insights: Implement tools to automate data aggregation for Executive Business Reviews (EBRs) and monthly performance reports, shifting the CSM's role from "data gatherer" to "strategic business advisor."
