Director, Customer Success

Job description

We’re a results focused, customer-obsessed company motivated by our passion for empowering digital marketers to achieve success with their campaigns. With intuitive landing page builders and a comprehensive suite of AI-powered features, our platform helps you grow smarter.

In 2024, Unbounce, a leading landing page creation and conversion optimization platform, merged with Insightly, a CRM and marketing automation platform. We’re beginning to move toward a unified brand, making it an exciting time to join and help shape our product strategy. In the meantime, you’ll get to know two powerful tools that simplify how marketing and sales teams collaborate.

Our team’s technical expertise and creativity work together to drive our mission forward every day. We strive to be a workplace of inspired minds by fostering an environment where innovative thinking is encouraged, and where everyone is given the opportunity to grow and contribute to the achievement of their goals. We aim to continue being an innovative and inspiring company that both our customers and employees admire—and we invite our future team members to join us!

About the role

Unbounce is seeking a dynamic and forward-thinking Director of Customer Success to lead our next chapter of customer engagement. As we evolve our CX organization, this role will coach and elevate our CS leaders, define and execute the revenue strategy, and embed an AI-native, digital-first approach to customer success. You will be instrumental in driving retention, expansion, and advocacy at scale, ensuring our most valuable customers achieve meaningful outcomes with our products.

This role reports to the VP of Customer Experience and partners closely with Product, RevOps, and Marketing to shape how we deliver value and accelerate growth.

\*\* Please note that our Talent Acquisition team will not reach out to you through channels like WhatsApp or text or Messenger. All communication will be through official Unbounce email domains. Please double check the correct spelling in domains of any email communication you receive representing Unbounce.

What you’ll be doing

Team Leadership & Coaching

• Lead and coach a team of CS leaders and CSMs, elevating leadership capability and ensuring consistent execution of customer playbooks.
• Set clear team objectives tied to GRR, NRR, and churn reduction; track progress against KPIs with transparent reporting.
• Conduct regular 1:1s, performance reviews, and professional development planning to build a high-performing, engaged team.
• Hire, onboard, and train new leaders and CSMs as the function scales.

Customer Outcomes & Escalations

• Serve as the senior escalation point for strategic accounts, helping resolve complex challenges and surfacing patterns that impact retention.
• Maintain light ownership of a select portfolio of high-value or at-risk customers to stay close to the customer experience.
• Partner with CS leaders to refine renewal and expansion motions, embedding commercial accountability into daily CS practice.

Process, Strategy & Digital Transformation

• Define and execute the CS revenue strategy, aligning customer journey touchpoints with measurable outcomes in retention, adoption, and expansion.
• Partner with RevOps to refine customer health scoring models and forecasting, leveraging AI to improve risk detection and prioritization.
• Drive the adoption of digital-first CS practices, including scaled lifecycle engagement, AI-powered insights, and proactive automation.
• Surface product feedback and customer insights to influence roadmap and go-to-market enablement.

Team Culture & Cross-Functional Partnership

• Build a culture of accountability, clarity, and customer empathy, while motivating the team through change.
• Partner cross-functionally with Product, RevOps, Marketing, and Support to deliver a seamless customer experience.
• Champion an AI-native CS mindset across the org, helping establish Unbounce + Insightly as an innovator in scaled, digital-first success.

A little about you

• 5+ years of experience in Customer Success or Account Management in SaaS; 4+ years leading teams or leaders.
• Proven track record improving GRR/NRR through structured revenue strategies and expansion motions.
• Experience implementing digital CS at scale (automation, AI-driven health, in-app engagement).
• Strong cross-functional collaboration skills with Product, Marketing, and RevOps.
• Excellent communication skills, with the ability to influence executive stakeholders.
• Familiarity with SaaS metrics (GRR, NRR, adoption, time-to-value) and CS tooling (Gainsight, ChurnZero, Catalyst, or similar).

You’ll succeed here if you

• Thrive in a coach-of-coaches role, elevating leaders and teams around you.
• Are energized by building modern, AI-first CS practices that deliver impact at scale.
• Enjoy solving complex customer problems and balancing customer empathy with commercial outcomes.
• Excel at making order from chaos, driving clarity and accountability in times of change.
• Are motivated by meaningful customer impact, strong team performance, and measurable business results.

What’s in it for you

💵 $133,000 - $148,000

🤝 Flexibility and Time Off

• Flexible Time Off Policy - We encourage a minimum of 4 weeks per year!
• Remote First Team
• Flexible Hours
• Work From Anywhere Program

🩺 Health and Wellness

• Health Insurance
• Employee Assistance Program (EAP)
• Quarterly Company Wide Recharge Days
• End of Year Company Wide Holiday Closure
• Maternity & Parental Leave Program
• $2000 Lifestyle Spending Account (LSA)
• Weekly Virtual Yoga Classes

🌱 Growth & Future

• RRSP, 401(K), WWK Pension Personal Contributions

*Not employer matched

• Volunteer Day
• Team Building Budget
• Referral Program ($1000)
• Annual Bonus Program
• Anniversary Milestone LSA Top Up
• Birthday Day Off
• Professional Development Budget

🌟 And more perks!

Share our values

• Customer First
• Bias for Action
• High Velocity Decision Making
• Value Individuality
• Results Focused

We Value Individuality!

At Unbounce, we want every employee to be excited to bring their full, authentic self to work. When you bring your unique experiences, background, knowledge, perspective, and self-expression while embracing the same from others we learn from each other. We innovate and co-create an environment where team members can do the best work of their careers. We’re bolder and more brilliant together.

We’re dedicated to ensuring each team member feels a sense of belonging, feels safe, cared for, respected and valued for who they are, and trusts that their unique voice is heard, embraced, and meaningfully contributes to decision-making. We’re committed to equitable employee experience, opportunity, pay and support for every employee regardless of gender identity or expression, race, ethnicity, family or marital status, religion, socio-economic status, veteran status, national origin, age, sexual orientation, education, disability, or any other characteristic that makes you unique.

We have no tolerance for sexism, racism, xenophobia, homophobia, transphobia, ableism, ageism, or any other forms of hateful/harmful discrimination and we’re taking action against unequal pay in our community through leading the #PayUpforProgress movement.

If you require any accommodations or support during the recruitment process, please email us at [email protected].