Director, Customer Success – Services

Texada Software

. Own customer adoption and renewals across Texada's customer base .

Posted 10/20/2026full-timeCanadaLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer adoption and renewals within B2B SaaS, with a strong focus on improving retention rates and leading Customer Success teams. Proficient in utilizing data to identify risks and opportunities while fostering collaboration across departments.

Highest-signal resume keywords

Customer Success LeadershipB2B SaaS ExperienceRenewal ManagementData-Driven Decision MakingCoaching Professional Services

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer AdoptionRenewal Rates ImprovementCommercial NegotiationsUsage-Based LicensingMetrics DevelopmentForecastingPlaybook CreationPerformance ReportingChurn PreventionPricing Uplift

Soft Skills

Executive PresenceCommunicationLeadershipCoachingCalm Under Pressure

Industry Keywords

B2B SoftwareEquipment RentalDealershipConstructionERPOEM Dealer EnvironmentsMAU-Based LicensingCustomer Success MetricsProfessional ServicesCross-Regional Support

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Own customer adoption and renewals across Texada's customer base
Ensure customers receive full value from Texada after go-live and renew with confidence
Lead Customer Success directly, including four direct reports
Coach the Professional Services Manager, who owns consulting delivery and utilization
Partner with the PMO on handoffs to go-live
Define adoption standards for each customer lifecycle stage
Monitor usage against contracted entitlements, including MAU-based licensing
Create recovery plans for low adoption before it becomes renewal risk
Run a consistent renewal process beginning at least 120 days before renewal
Lead complex and strategic renewals within approved commercial guardrails
Own gross revenue retention, including churn and downsell prevention and pricing uplift
Coach and develop the Professional Services Manager
Partner with the PMO and Professional Services to support smooth go-live transitions
Establish clean handoffs from Professional Services to Customer Success
Lead, coach, and develop the Customer Success team, including hiring, performance, and career growth
Build operating processes for adoption and renewals, including metrics, forecasting, playbooks, and tooling
Report adoption and renewal performance to the COO and executive team
Model calm, steady leadership in high-pressure customer situations
Partner closely with Sales, Product, Finance, and the PMO

Requirements

What you’ll need

7+ years in B2B SaaS post-sale roles, including leadership of a Customer Success team
Track record of improving adoption and renewal rates across a meaningful recurring-revenue base
Hands-on experience leading renewals, pricing uplifts, and commercial negotiations with customer executives
Experience partnering with or coaching Professional Services leaders on implementation handoffs
Comfort using customer, product, and financial data to find risk, opportunity, and trends
Strong executive presence and communication with customers and peers
Candidates should be authorized to work in Canada without restriction or sponsorship
Experience with equipment rental, dealership, construction, ERP, or other vertical B2B software
Familiarity with OEM dealer environments such as Caterpillar, Case New Holland, Bobcat, or Kubota
Experience with usage-based or MAU-based licensing
Experience supporting customers across multiple regions

Benefits

Comp & perks

Minimal travel outside of occasional team or industry events
Equal employment opportunities
Inclusive and accessible recruitment environment
Assistance or accommodation during the recruitment process