{"id":2956888,"url":"https://alion.io/job/texada-software-director-customer-success-services","title":"Director, Customer Success & Services","company":{"id":694367,"name":"Texada Software","domain":"texadasoftware.com","url":"https://alion.io/company/texadasoftware","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"head","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":101000,"max_usd":165000,"period":"year","method":"role_seniority_country_cell","sample_n":12},"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-20T19:53:22Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-25T03:34:24Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Position\nDirector, Customer Success & Services\nLocation:\nGTA\nReports to\nCOO\nAbout Texada\nTexada powers the world of equipment. Our purpose-built platform is the growth engine for heavy equipment dealerships and rental businesses, connecting sales, service, and rental on a single cloud-native, API-first system. With Industrial CRM, Equipment-Aware Service Management, and Intelligent Rental Management - extended with mobile and AI applications - Texada gives equipment businesses the tools to grow with confidence. Learn more at www.TexadaSoftware.com.\nThe Role\nWe're hiring a Customer Success and Services Leader to own adoption and renewals across Texada's customer base, and coach our Professional Services Manager. You make sure customers get full value from Texada after go live, and that they renew with confidence.\nThis is a commercial and operational leadership role. You will be accountable for adoption against entitlements, renewal rate, and renewal forecast accuracy, and you will step personally into the renewal conversations that matter most. You will lead Customer Success directly (4 direct reports) and coach the Professional Services Manager, who owns consulting delivery and utilization. The PMO sits outside this team, and you will partner with it on handoffs to go live.\nYou report to the COO and partner closely with Sales, Product, Finance, and the PMO. The role will be leveled at Manager, Senior Manager or Director based on your experience and scope of prior leadership.\nWork Location and Travel\nRemote/hybrid, with minimal travel outside of occasional team or industry events.\nCandidates should be authorized to work in Canada without restriction or sponsorship.\nWhat Success Looks Like\nAdoption: Usage against entitlements, measured as monthly active users relative to contracted licenses\nRenewals: Renewal rate and forecast accuracy, including on-time renewals and forecast versus actual\nRetention: Gross revenue retention, including churn, downsell, and uplift at renewal\nProfessional Services: Handoff quality and PS Manager growth, measured by customers reaching the adoption baseline at go live\nTeam: Team health, including goal attainment, engagement, and retention\nTargets will be set with the COO.\nWhat You'll Own\nAdoption and Usage\nDefine the adoption standard for each lifecycle stage, starting from the baseline set before go live\nMonitor usage against contracted entitlements, including MAU-based licensing, and act on both under and over-utilization\nTurn low adoption into recovery plans before it becomes renewal risk\nRenewals\nRun a consistent renewal motion that begins at least 120 days before renewal, with a forecast leadership can rely on\nPersonally lead complex and strategic renewals within approved commercial guardrails\nOwn gross revenue retention at renewal, including churn and downsell prevention and pricing uplift\nProfessional Services Manager\nCoach and develop the Professional Services Manager, who owns consulting delivery and consultant utilization\nPartner with the PMO and Professional Services so customers move smoothly to go live\nCreate a clean handoff from Professional Services to Customer Success, with an adoption baseline set before go live\nLeadership and Operating Rhythm\nLead, coach, and develop the Customer Success team, including hiring, performance, and career growth\nBuild the operating rhythm for adoption and renewals: metrics, renewal forecasting, playbooks, and tooling\nReport adoption and renewal performance to the COO and executive team\nModel calm, steady leadership in high-pressure customer situations\nWhat We're Looking For\n7+ years in B2B SaaS post-sale roles, including leadership of a Customer Success team\nA track record of improving adoption and renewal rates across a meaningful recurring-revenue base\nHands-on experience leading renewals, pricing uplifts, and commercial negotiations with customer executives\nExperience partnering with or coaching Professional Services leaders on implementation handoffs\nComfort using customer, product, and financial data to find risk, opportunity, and trends\nStrong executive presence and communication with customers and peers\nNice to Have\nExperience with equipment rental, dealership, construction, ERP, or other vertical B2B software\nFamiliarity with OEM dealer environments such as Caterpillar, Case New Holland, Bobcat, or Kubota\nExperience with usage-based or MAU-based licensing\nExperience supporting customers across multiple regions\nCompetencies\nExecutive Presence: You run the room, comfortable presenting to and being challenged by execs, and steady with customer executives in difficult renewal conversations\nOperational Excellence: You bring accuracy, rigor, and structure to everything you do, and anticipate problems before they become issues\nSystems Thinking: You understand how tools, data, and processes connect across the customer lifecycle\nCommunication & Collaboration: You build trust quickly and can influence without authority\nOur Core Values\nPurposeful, Passionate, and Proud: Making a difference for our industry, our customers, and each other.\nInnovators & Learners: We try new things. As long as we're learning, we're succeeding.\nDriven to Improve, Not to Be Perfect: “Most Improved” is our favorite award.\nDelivering our Long-term Vision Today: A long-term vision, brought to life now.\n PowerfulTogether: Different people, different cultures, stronger together.\nTexada is committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace in hiring and growth opportunities.\nWe are focused on building a diverse and inclusive workforce. If you're excited about this role but do not meet 100% of the qualifications listed above, we encourage you to apply. Texada fosters an inclusive and accessible environment - if you need assistance or accommodation during the recruitment process, contact us and we will work with you to support your request.","description_format":"text","description_chars":6126,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Field Service Management Software"],"lifecycle":[{"event":"open","at":"2026-10-20T21:47:31Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":39,"reasons":["conf:1","win:early"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/texada-software-director-customer-success-services","json_url":"https://alion.io/job/texada-software-director-customer-success-services.json","meta":{"generated_at":"2026-10-25T04:52:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6531,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":694367},"rest":"https://alion.io/mcp/rest/get_company?id=694367"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftexada-software-director-customer-success-services"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftexada-software-director-customer-success-services"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftexada-software-director-customer-success-services"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/texada-software-director-customer-success-services\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftexada-software-director-customer-success-services"}]}