Director of Customer Success

Location: Canada (Remote work available for non-Ontario residents; Hybrid for Ontario residents)

Axe Recruiting is hiring a Director of Customer Success on behalf of a leading client in the private donor acquisition industry. This strategic leadership role is pivotal in supporting the SVP by providing high-level operational and strategic guidance to drive client success and optimize campaign outcomes.

The ideal candidate will have a strong background in account management, data-driven strategies, and cross-departmental collaboration, ensuring long-term client satisfaction and organizational growth.

Key Responsibilities

As the Director of Customer Success, you will:

• Develop and implement strategic frameworks to optimize client campaign performance, aligning with organizational goals and KPIs such as attrition, compliance, and campaign health.
• Serve as a key advisor to the SVP, providing insights and actionable recommendations to support business objectives and client satisfaction.
• Lead high-level client relationships, acting as a trusted partner and advocate, while driving strategic discussions around campaign goals and deliverables.
• Collaborate with executive leadership to align campaign strategies with organizational priorities and operational execution.
• Oversee weekly performance analytics, delivering comprehensive insights and identifying areas of opportunity for client accounts.
• Champion innovation by recommending data-driven solutions to enhance client success and campaign results.
• Coordinate communication between clients and internal teams, including Data, IT, Field Sales, and Finance, to ensure cohesive messaging and problem resolution.
• Drive strategic decision-making for client campaigns, advising on product mix, territory allocation, and performance metrics.
• Monitor campaign trends, anticipating challenges, and devising proactive strategies to ensure continuous improvement and client retention.

What You Bring

Experience

• 7+ years in account management, client success, or strategic operations roles, preferably within private donor acquisition, sales, or high-growth industries.
• Proven experience advising senior executives and influencing decision-making at a strategic level.
• Demonstrated success in managing cross-functional teams and delivering results in data-driven environments.

Skills and Competencies

• Exceptional strategic thinking, problem-solving, and analytical skills.
• Proven ability to build and nurture executive-level relationships with internal and external stakeholders.
• Advanced communication and leadership skills, capable of aligning diverse teams toward common goals.
• Expertise in performance analysis, with the ability to translate complex data into clear, actionable strategies.

Technical Skills

• Advanced proficiency in data analysis tools (Excel, Power BI, Google Suite).
• Familiarity with CRM and business intelligence platforms to enhance client reporting and insights.

Education

• Bachelor’s degree in Business, Management, Communications, or a related field; MBA or equivalent work experience preferred.

What’s Offered

• Competitive base salary (director-level range to be confirmed based on market survey).
• Performance-based bonuses tied to organizational and client success metrics.
• Comprehensive benefits package (Health, Dental, Vision), along with wellness programs and EAP resources.
• Opportunities for professional development and career progression.
• A collaborative, inclusive work environment with regular team-building events and community engagement opportunities.

How to Apply

To apply, please send your resume and cover letter to:
Lara Nasrallah
📧 [email protected]

Take the next step in your leadership journey today!

www.axerecruiting.com