Director, Customer Success

📋 Description Own post-sale customer relationships for strategic/at‑risk accounts (onboarding, adoption, renewals). Lead high-severity escalations across printer/software support, field reliability, and service. Manage a technical customer success team delivering strong outcomes. Coordinate customer training programs, including on-site sessions. Lead renewals for Success Plans and software support with proposals. Define escalation paths for standard and beta systems. 🎯 Requirements 7+ years in customer success or aftermarket ops in capital equipment/industrial setting. Strong commercial instincts: renewals, pricing, and service packaging. Technical fluency to triage with engineering without deep domain knowledge. Experience handling hardware/software escalations and cross-functional root-cause. Proven ability to create processes from ambiguity: handoffs and cadences. Excellent written and spoken English; French is a plus. 🎁 Benefits Hybrid work in Montréal, QC. Inclusive workplace; accommodations available on request.