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Director of Customer Success

Valsoft Corporation acquires and grows vertical market software businesses that provide mission-critical solutions across a wide range of industries. Headquartered in Montreal, Canada, Valsoft is part of the larger Valnet and Aspire Software families, backed by a unique buy-and-hold philosophy that allows acquired companies to focus on long-term growth rather than short-term exits.

We empower our companies with the resources, expertise, and autonomy to thrive—while preserving their entrepreneurial spirit and deep industry knowledge. Joining a Valsoft company means becoming part of a global network of software professionals passionate about innovation, operational excellence, and customer success.

As the Director of Customer Success & Revenue, you will own the full lifecycle of our customer relationships — from onboarding and adoption to renewal and expansion. You’ll lead the Customer Success, Account Management, and Professional Services teams while partnering closely with Sales and Product to maximize customer value, reduce churn, and grow revenue. This is a highly visible, cross-functional leadership role that blends operational excellence with strategic growth.

As the Director of Customer Success & Revenue, you will own the full lifecycle of our customer relationships — from onboarding and adoption to renewal and expansion. You’ll lead the Customer Success, Account Management, and Professional Services teams while partnering closely with Sales and Product to maximize customer value, reduce churn, and grow revenue. This is a highly visible, cross-functional leadership role that blends operational excellence with strategic growth.

Key Responsibilities:

🔹 Customer Success & Account Management Lead and scale the Customer Success and Account Management teams to ensure customer satisfaction, retention, and expansion Build processes and playbooks to drive product adoption, usage, and ROI for customers Monitor key metrics (NPS, renewal rate, churn, health scores) and implement data-driven improvements

🔹 Revenue Growth Own customer expansion strategy through upsells, cross-sells, and value realization Partner with Sales and Marketing to align customer growth campaigns and revenue targets Forecast renewals and expansion revenue, and proactively manage risks

🔹 Professional Services & Onboarding Oversee implementation and onboarding processes to ensure timely and effective customer go-lives Improve delivery frameworks, resource allocation, and client readiness assessments

🔹 Strategic Leadership Serve as the voice of the customer internally, influencing product roadmap and support processes Collaborate with Sales, Product, Support, and Marketing to build an integrated customer journey Report directly to the executive leadership team on customer health and growth trends

Required Qualifications

  • 7+ years in Customer Success, Account Management, or Revenue leadership roles in a SaaS or software environment
  • 3+ years of experience managing multi-disciplinary teams (Customer Success, Services, or Sales)
  • Proven ability to manage a book of business, drive upsell/renewals, and reduce churn
  • Strong understanding of SaaS metrics and customer lifecycle strategies
  • Excellent communication, executive presence, and relationship management skills
  • Hands-on leader who thrives in a fast-paced, customer-driven environment

Average salary estimate

$105000 / YEARLY (est.)
min
max
$90000K
$120000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Director of Customer Success, Valsoft Corporation

Join Valsoft Corporation as their Director of Customer Success & Revenue, and become a pivotal force in enhancing the relationships we have with our customers. At Valsoft, we pride ourselves on acquiring and nurturing vertical market software businesses that deliver essential solutions across diverse industries. In this highly visible leadership role, you'll take ownership of the entire lifecycle of customer relationships – from onboarding to renewal and expansion. You'll collaborate closely with our Sales and Product teams to implement strategies that maximize customer value, minimize churn, and facilitate growth. Your leadership will expand our Customer Success and Account Management teams while establishing processes that ensure product adoption and usage. With a data-driven mindset, you'll monitor key metrics like NPS and churn rates to make informed decisions that propel our customers and their successes. You will also oversee our professional services and onboarding, streamlining processes to guarantee a smooth transition for customers. Valsoft fosters a culture of operational excellence paired with entrepreneurial spirit, empowering you to influence our product roadmap by serving as the voice of the customer. If you're ready to make an impact in a dynamic, customer-centric environment, come be a part of our global network of innovators at Valsoft Corporation.

Frequently Asked Questions (FAQs) for Director of Customer Success Role at Valsoft Corporation
What are the key responsibilities of the Director of Customer Success at Valsoft Corporation?

The Director of Customer Success at Valsoft Corporation oversees the entire customer relationship lifecycle, focusing on onboarding, adoption, renewal, and account expansion. Responsibilities include leading the Customer Success and Account Management teams, implementing processes to enhance product adoption, analyzing performance metrics, driving revenue growth through upsells, and ensuring effective onboarding processes. This role is crucial for maintaining long-term customer satisfaction and alignment with company goals.

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What qualifications are required for the Director of Customer Success position at Valsoft Corporation?

Candidates for the Director of Customer Success position at Valsoft Corporation should have 7+ years of experience in Customer Success, Account Management, or Revenue leadership roles within a SaaS or software domain. Additionally, a minimum of 3 years managing multi-disciplinary teams is essential, alongside a strong understanding of SaaS metrics and customer lifecycle strategies. Excellent communication and relationship management skills are also necessary to thrive in this fast-paced customer-driven environment.

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How does the Director of Customer Success contribute to revenue growth at Valsoft Corporation?

The Director of Customer Success plays a vital role in revenue growth at Valsoft Corporation by owning customer expansion strategies, including upsells and cross-sells. They partner with Sales and Marketing to align their efforts with customer growth campaigns and revenue targets, forecast renewal and expansion revenue, and actively mitigate risks. Their leadership ensures that customers realize the full value of the products, leading to higher retention and increased revenue.

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What does the onboarding process look like for customers at Valsoft Corporation?

At Valsoft Corporation, the onboarding process for customers is overseen by the Director of Customer Success, ensuring timely and effective go-lives. This includes improving delivery frameworks, resource allocation, and client readiness assessments, all designed to facilitate a seamless transition for new customers. The emphasis is on creating a structured, supportive experience that enables customers to quickly adapt to and benefit from the software solutions provided.

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How does Valsoft Corporation ensure customer satisfaction under the leadership of the Director of Customer Success?

Valsoft Corporation ensures customer satisfaction through the Director of Customer Success by focusing on building and scaling Customer Success and Account Management teams dedicated to customer needs. By monitoring key performance metrics such as NPS and health scores, the Director implements data-driven improvements, enhancing the customer experience and maintaining strong relationships that foster loyalty and long-term partnerships.

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Common Interview Questions for Director of Customer Success
Can you describe the most challenging customer relationship you've managed in your previous roles as a Customer Success leader?

When answering this question, focus on a specific situation where you faced difficulties, like managing a high-profile account or a dissatisfied customer. Discuss the actions you took to resolve the issue, the strategies you implemented, and the positive outcome that resulted. Show how your skills and solutions contributed to improving the relationship and customer satisfaction.

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How do you motivate your Customer Success and Account Management teams to achieve their targets?

Highlight your leadership style and techniques for motivation. Discuss specific strategies like setting clear goals, providing regular feedback, fostering a supportive environment, and recognizing accomplishments. Mention how you empower team members to take ownership of their roles, thereby driving individual and team success within Customer Success at Valsoft Corporation.

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What metrics do you believe are crucial for measuring the success of Customer Success initiatives?

Discuss key metrics such as Net Promoter Score (NPS), customer retention rates, renewal rates, customer health scores, and upsell/cross-sell rates. Explain why these metrics are important in assessing customer satisfaction, engagement, and overall business growth, particularly in a software environment like Valsoft Corporation.

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How would you handle a situation where a customer's expectations are not being met?

Explain your approach to addressing customer expectations by first actively listening to their concerns. Outline your steps for analyzing the situation, communicating transparently with the customer, developing a corrective action plan, and following up to ensure their satisfaction. Emphasize the importance of maintaining strong relationships and demonstrating commitment to customer success.

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How do you collaborate with cross-functional teams to enhance the customer experience?

Describe your experience working with different departments like Sales, Product, and Marketing. Discuss specific projects or initiatives where collaboration was key, emphasizing communication, sharing customer feedback, and aligning goals to create a seamless customer journey. This will show your strategic thinking and ability to foster teamwork at Valsoft Corporation.

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What role does customer feedback play in informing product decisions?

Discuss how customer feedback can drive product improvements, feature enhancements, and user experience changes. Highlight your experience in gathering and analyzing feedback, using it to advocate for customer needs within product development, and how that has led to increased satisfaction or engagement in previous roles.

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Can you give an example of a successful customer retention strategy you implemented?

Share a specific example that outlines the strategy you employed, the challenges faced, and the results achieved. Discuss how this experience relates to the role at Valsoft Corporation, emphasizing your ability to drive retention and ensure long-term customer success.

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How do you forecast renewals and manage risks associated with customer churn?

Explain your process for analyzing customer data, identifying trends, and forecasting renewals based on behavior and engagement metrics. Discuss proactive measures you take to minimize risk, such as implementing regular check-ins, conducting health assessments, and creating targeted engagement campaigns to retain high-risk customers.

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What strategies do you use to ensure successful onboarding for new customers?

Detail your onboarding approach, including creating structured processes, resource planning, and setting clear expectations for customers. Discuss the importance of engaging with clients during their onboarding phase to ensure they receive the support needed to maximize product value and achieve their goals.

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How would you approach creating an integrated customer journey across different departments?

Discuss your vision for an integrated customer journey, stressing the importance of collaboration between departments. Highlight your strategies for aligning goals, communication channels, and processes to ensure a consistent and positive experience for customers throughout their interaction with Valsoft Corporation.

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Founded in 2011, Valsoft is a vertical software business that provides mission-critical solutions in their respective niche or market.Velsoft is located in Canada

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Full-time, remote
DATE POSTED
April 22, 2025

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