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Director of Customer Success

  • On-site, Hybrid
    • Montréal, Quebec, Canada
  • Client Services

Job description

Amilia is transforming the recreation and activities market with its innovative, purpose-built SaaS platform. Designed for municipalities, community centers, nonprofits, businesses, and recreation organizations, Amilia SmartRec™ streamlines operations, optimizes facility management, and simplifies program and membership management. 

Since 2009, Amilia has been on a mission to revolutionize how communities connect and participate in activities. By combining cutting-edge technology with deep industry expertise, the software empowers organizations to manage registrations, memberships, facilities, and finances more efficiently while enhancing community engagement. 

Over 1,500 organizations across 6,600 locations in North America rely on Amilia to serve 4.5 million participants and process $750M in transactions annually. 

Caring is at the core of Amilia’s culture: for customers, tailored products, and colleagues alike. Driven by an entrepreneurial spirit and a passion for innovation, this mindset shapes everything we do. 


What you can expect:

The Director of Customer Success is responsible for leading and scaling the Customer Success team, ensuring they drive customer retention, satisfaction, and revenue growth. This role owns the Customer Success strategy, defining and executing engagement models that enhance product adoption and maximize customer lifetime value. 

 

This role collaborates cross-functionally with Sales, Professional Services, Customer Care, and Product teams to ensure a seamless customer journey and leverage customer insights to influence Amilia’s product development and business priorities. 


You will be responsible for:

Team Leadership & Development 

  • Develop and execute a scalable Customer Success strategy aligned with business goals.  

  • Lead, mentor, and develop a high-performing Customer Success team.   

  • Conduct regular training and performance evaluations to improve team effectiveness.   

  • Foster a customer-first culture that emphasizes value-driven success strategies.   

Process Optimization & Strategy Execution 

  • Document and refine Customer Success team processes.  

  • Implement best practices for customer engagement, renewals, and expansion strategies.  

  • Collaborate with internal teams (Sales, Product, Professional Services) to enhance the customer journey.  

  • Own post-onboarding responsibilities; proactive engagement, growth, renewal, churn mitigation, cancellation, etc.  

Cross-Functional Collaboration & Process Optimization 

  • Partner with Sales, Product, Marketing and Support teams to align on customer needs and priorities.  

  • Influence product development based on customer insights and feedback.  

  • Optimize onboarding, renewal, and advocacy processes for long-term success. 

Customer Success Metrics & Performance Management 

  • Track and maintain accuracy of customer records in CRM tools (e.g., Salesforce), tracking key performance indicators (KPIs) such as NPS, retention, and revenue expansion.  

  • Monitor key customer success metrics (NPS, retention, revenue expansion).  

  • Use customer data and analytics to drive strategic decisions.  

  • Continuously refine playbooks, processes, and automation to enhance efficiency. Provide internal feedback to improve product offerings and service delivery. 

  • Provide internal feedback to improve product offerings and service delivery. 

Job requirements

What we want from you:

  • 10+ years of experience in Customer Success, Account Management, or related fields. 

  • 5+ years in leadership, preferably in SaaS or technology-driven companies. 

  • Proven success in driving retention, product adoption, and revenue growth. 

  • Excellent communication skills in French and English. 

  • Experience engaging with executive stakeholders and influencing cross-functional teams. 

  • Strong data-driven mindset and proficiency in CRM tools (Salesforce, Gainsight, Power BI, etc.). 


What you will get from us:

  • A competitive and progressive salary;

  • A group RRSP employer contribution up to 5%;

  • A group insurance for you and your family as well as an Employee Assistance Program (EAP) and telemedicine;

  • A $750 wellness allowance per year;

  • The possibility of working in the office or at home, and up to 3 months abroad per year *conditions apply;

  • A strong work-life balance: flexible hours, 4 weeks' vacation and 8 sick days yearly, and year-round mini-Fridays;

  • Skill development opportunities through engaging workshops, communities of practice, trainings, access to Udemy and opportunities to attend conferences;

  • Companywide and team bonding activities to connect with your peers throughout the year and weekly social activities to connect with your peers;

  • Weekly Bootcamp and Pilates classes for Amilians;

  • 25% discount on annual membership for STM and EXO;

  • In-office snacks, including fresh fruit baskets, coffee, beverages, and free drinks.

Amilia is committed to the principle of equal employment opportunity and encourages applications from women, members of visible minorities and ethnic groups, Indigenous Peoples, persons with disabilities, or any other status protected by the laws or regulations of the Province of Quebec. Amilia is committed to providing a work environment free of discrimination and harassment. Amilia's strength lies in the sum of the ideas and innovations shared by its diverse and inclusive teams.

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