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 thrivewhile 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

• 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