Job Description

As the Enterprise Director, Customer Success, you'll lead a high-performing team focused on driving measurable outcomes for our most strategic customers. You'll oversee a key book of business, cultivate executive relationships, and ensure your team consistently drives value/ROI, renewals, and expansions--while exceeding customer satisfaction and retention goals.
Key Responsibilities:
Team Leadership

• Lead and mentor a large team to ensure they meet and exceed customer satisfaction and retention goals.
• Help to recruit and interview CSM candidates
• Drive team participation in Spiffs, new initiatives, and track results
• Ensure your team members are driving these and that they are participating in the crucial ones and helping to elevate the relationships
• Provide guidance, support, and coaching to CSMs in their interactions with clients, including onboarding, training, and ongoing support.
• Drive knowledge sharing to maintain information and knowledge flow; provide a leadership role in team meetings and in development within and across the team
• Hold direct reports accountable for deliverables, KPIs, as well as required internal updates such as SFDC forecasting
• Set expectations on performance and give feedback including formal performance reviews and ongoing mentorship/coaching
• Set up training and mentoring to grow team
• Continuously communicate metrics to team
• Lead by example on how you manage your own BoB - keeping SFDC up to date, following the CS program, etc.
• Identify opportunities and support execution to Implement and refine processes and workflows internally and externally from pre-kick offs, through expansion plays, account planning and other engagements to better deliver seamless support and enhanced experiences
• Foster a high level of team engagement by creating a culture of collaboration, recognition, and continuous development. Promote shared success through regular team check-ins, all-hands, and feedback loops.

Customer Management & Value Realization

• Serve as executive sponsor for key accounts, managing escalations and reinforcing strategic relationships.
• Guide your team in delivering impactful business reviews and uncovering expansion opportunities.
• Support strategic account planning and commercial efforts including renewal, upsell, and cross-sell motions.
• Build customer advocacy and support identification of champions for case studies, references, and events.

Operational Excellence & Performance Management

• Continuously assess and improve customer success processes and workflows to ensure efficiency, scalability, and consistency across the team.
• Implement best practices and tools to streamline customer onboarding, adoption, and ongoing support processes.
• Monitor key performance metrics, including retention, expansion, pipeline development, adoption, customer satisfaction, and churn forecast and take proactive measures to address any issues or concerns.
• Provide regular reports and updates to senior management on the performance of the customer success team and the health of customer accounts.

Product & Market Expertise

• Maintain deep knowledge of Alida's product suite to guide customers on best practices.
• Stay ahead of industry trends and customer use cases to bring strategic insights to your team and clients.

Cross-Functional Collaboration

• Work closely with Sales, Product, Support, and other internal teams to ensure alignment on customer needs, feedback, and priorities.
• Act as a liaison between customers and internal teams to advocate for customer requirements and drive product enhancements

Qualifications:

• Proven Leadership & Team Management: Demonstrated success in leading, scaling, and mentoring high-performing Customer Success teams, including managing multiple direct reports and delegating tasks effectively, ideally within an enterprise SaaS environment.
• Strategic Growth & Business Acumen: Strong track record of developing and executing growth strategies, coupled with sharp analytical, critical thinking, and business acumen to drive team and organizational success.
• Exceptional Communication & Interpersonal Skills: Excellent verbal, written, negotiation, and presentation abilities, complemented by strong interpersonal skills and organizational prowess for effective collaboration and stakeholder engagement.

Additional details:

• This role can be based remotely across Canada, or hybrid if you are near our offices in Toronto or Vancouver.
• The typical base salary range for this role is $150,000-160,000 CAD. This is based on a number of factors and may vary depending on job-related knowledge, skills, and experience.

The Good Stuff:
+ Amazing growth and learning opportunities with a fast-growing Canadian SaaS company that is a world leader in its industry
+ Best-in-class company paid benefits for you and your family - offering medical, dental, vision, RRSP matching in Canada, a 401K in the US, and more.
+ Unlimited Vacation: Yep, it's true. Take vacation when you want it, how you want it. Designed to better fit your evolving needs.
+ Summer Fridays: Fridays are a day off during July and August. To help provide better balance in the summer months focusing on employee wellness.
+ Recognized as one of the Best Workplaces(TM) in British Columbia for 2024 by Great Place to Work
+ Recognized in 2023 as one of the Best Workplaces for Women
+ Recognized as a Top Employer by British Columbia's Top Employers 2023
About Alida
Alida believes in a world where customers are respected as the ultimate source of truth. Because knowing the whole truth about your customers can help companies make better decisions and drive long term loyalty and growth.
That's why Alida helps innovative brands create highly engaged research communities to gather feedback that empowers better customer experiences and product innovation.
Leading companies like HBOMax, Adobe, Warner Bros. Discovery, Twitch and lululemon depend on Alida's community-centered research platform to deliver fast and reliable customer feedback at scale so they can build better products, refine user experiences and test marketing campaigns.
Learn more at .
We can't wait to meet you!
We understand that applying for a new position takes effort and want to thank you in advance for taking the time to introduce yourself.
At Alida, we're dedicated to fostering an environment where our employees feel heard, valued and included.
We believe that a diverse team is a core pillar in building better products and services for our global customers and we strongly encourage applications from all people regardless of race, religion, gender, age, disability status or sexual orientation. Even if you don't meet every single one of the stated requirements but you are excited about this opportunity, we'd love to hear from you anyway. Our Talent Acquisition team will review your application for this role, and others we may have open now or in the future.
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Alida has an in place to provide reasonable accommodation to employees, and to qualified job applicants with a disability during the hiring process. If you require accommodation because of a disability or medical need, please contact so that arrangements can be made for the appropriate accommodations to be in place.
Alida takes your private information seriously. Review our Candidate Privacy Statement to understand how we use and protect your personal information.
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