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Canary Technologies Logo Canary Technologies · Customer Service

Director of Customer Success

United States, New York 201000.00 - 259000.00 USD / Year · Job Posted January 30, 2026
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Job Description

Canary Technologies is seeking a highly skilled and experienced Director of Customer Success to lead our Customer Success team. The Director of Customer Success will be responsible for overseeing a team of Customer Success Managers (CSMs) who are crucial in ensuring customer retention and maximizing customer lifetime value post-product adoption. This role demands a proven leader with a strong emphasis on people management, professional development, and coaching to foster a high-performing and engaged CSM team.

Job Responsibility

  • Lead, mentor, and develop a team of Customer Success Managers, ensuring their continuous professional growth and skill enhancement
  • Drive customer retention strategies and initiatives, ensuring high levels of customer satisfaction and loyalty
  • Oversee the entire customer lifecycle including post-product adoption, ongoing engagement, and renewals
  • Develop and implement best practices for customer success, including playbooks, processes, and tools to optimize team efficiency and effectiveness
  • Collaborate cross-functionally with sales, product, and marketing teams to align customer success initiatives with overall business goals
  • Analyze customer data and feedback to identify trends, areas for improvement, and opportunities for proactive engagement
  • Establish and track key performance indicators (KPIs) for the Customer Success team, regularly reporting on progress and outcomes
  • Foster a culture of continuous learning, collaboration, and customer-centricity within the team
  • Stay informed about industry trends and best practices in customer success to drive innovation and maintain a competitive edge

Requirements

  • Minimum of 8+ years of experience in customer success, account management, or a similar client-facing role
  • At least 2+ years in a leadership or management position
  • Proven track record of successfully leading and developing high-performing customer success teams
  • Strong analytical skills and an aptitude for understanding and leveraging data to drive decision making
  • Exceptional interpersonal and communication skills, with the ability to build strong relationships with both internal and external stakeholders
  • Excellent coaching and mentoring abilities, with a passion for developing talent
  • Experience with CRM software (e.g., Salesforce) and customer success platforms (e.g., Gainsight, ChurnZero)
  • Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities

What we offer

  • Canary Days: company wide days off each month
  • Self Improvement Club: budget for personal goals
  • Professional Development Chats: budget for cross functional professional development
  • Travel Reimbursement: stipend for visiting offices in New York, San Francisco or Dallas
  • Personal Travel Reimbursement: credit for stays at hotels that Canary works with
  • Opportunity to earn a discretionary bonus and/or equity
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