Director of Customer Success

Responsibilities

• Manage, coach, and scale a global team of Customer Success Managers
• Define clear objectives, KPIs, and standards of excellence for the department
• Develop and lead the global Customer Success strategy, including onboarding, adoption, retention, and expansion
• Structure customer journeys across SMB, mid-market, and enterprise segments
• Implement scalable processes to support rapid company growth
• Act as a trusted advisor for strategic accounts and high-stakes customer situations
• Partner with Product, Engineering, and Sales teams to influence the product roadmap based on customer feedback
• Drive renewal, churn reduction, and upsell/cross-sell strategies

Requirements

• 7+ years of experience in Customer Success, Account Management, or Solutions Consulting
• Proven experience in managing and developing a Customer Success team
• Strong background in SaaS, PaaS, or B2B tech environments
• Fluency in English
• Familiarity with generative AI, conversational AI, LLMs, or AI agents
• Experience working in a high-growth startup or scale-up environment
• Ability to work 100% on-site in Montreal (this is a non-negotiable requirement)

Benefits

• 4 weeks of paid vacation
• Eligibility for group insurance after the probation period
• Access to telemedicine services after the probation period
• Annual performance bonus based on retention, growth, and company performance

About the Company

Botpress is a leading platform for building conversational AI, empowering developers and enterprises to create sophisticated AI agents and automation workflows.