Director of Customer Success

At LumiQ, we’re on a mission to make professional education enjoyable. As a modern, audio-first learning platform, we empower accounting and finance professionals to fulfill their continuing professional development requirements through engaging podcasts. Over the past five years, we’ve cultivated a devoted customer base of over 1,000 corporate and accounting firms across North America.
 
LumiQ is proud to be a 2025 Deloitte Fast 50 and Fast 500 winner. We’re creating awesome proprietary content, nailing our go-to-market strategy, and being the first to shake up the industry. In 2024 we secured a strategic investment from Vertu Capital to fuel our expansion globally and continue executing on our exponential growth plans.
 
LumiQ is also a certified Great Place to Work! We’re all about transparency, ownership, innovation, and empathy. If you’re ready to make a real impact and help us transform professional education, we’d love to hear from you!

What You’ll Be Responsible For:

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."

Who You Are:

- 8+ years of progressive leadership experience in Customer Success, Account Management, or Revenue/CS Operations, with at least 3-5 years managing entire teams within a high-growth B2B SaaS environment.

- Proven track record of hiring, coaching, and scaling high-performing client-facing teams while fostering an execution-oriented culture.

- Exceptional analytical mindset; strong ability to manipulate complex data sets (usage, NRR, churn trends) and translate them into macro-level strategic recommendations and board-ready executive reporting.

- Deep experience as a process architect; proven ability to build and scale repeatable operational frameworks, playbooks, and automated "Operating Rhythms."

- Expert-level fluency with the modern revenue tech stack, specifically CRM systems (Salesforce) and enterprise CS Platforms (Gainsight/ChurnZero/Vitally).

If you think your experience is most of the way there, we’d still love to meet you!
 
Please note this is a flexible hybrid role based out of Toronto, Canada. Employees will be expected to be able to commute to the office 2 times a week. However, for training & onboarding purposes, the in-office expectation time may increase.
 
Benefits and Perks:
- Health Benefits are available after 3 months with us, including a yearly health spending account. You'll also have access to an Employee Assistance Program for additional support if needed.
- Hybrid Work Style: The best of both worlds. Enjoy remote work and a downtown Toronto office with snacks, events, and ping pong.
- Quarterly & Holiday team social events: (Poker Night, Softball Tournaments, Summer Party, Halloween Party, Trivia & Paint Night are just a few examples of what we have done in the past).
- Schedule flexibility: We know our employees have lives outside of work and don’t mind if you need to run to a mid-day doctor's appointment or pick up a kid early from school!
- Nomad policy: Work remotely 4 weeks of the year from anywhere in the world.
- Endless Learning: Our platform isn't just for accountants. Listen to podcasts on soft skills, career development, leadership, and more.
- LumiQ Clubs: Join an existing club or start your own!