Director, Customer Success & Services

Position

Director, Customer Success & Services

Location:

GTA

Reports to

COO

Texada 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.

We'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.

This 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.

You 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.

• Remote/hybrid, with minimal travel outside of occasional team or industry events.
• Candidates should be authorized to work in Canada without restriction or sponsorship.

• Adoption: Usage against entitlements, measured as monthly active users relative to contracted licenses
• Renewals: Renewal rate and forecast accuracy, including on-time renewals and forecast versus actual
• Retention: Gross revenue retention, including churn, downsell, and uplift at renewal
• Professional Services: Handoff quality and PS Manager growth, measured by customers reaching the adoption baseline at go live
• Team: Team health, including goal attainment, engagement, and retention

Targets will be set with the COO.

• Define the adoption standard for each lifecycle stage, starting from the baseline set before go live
• Monitor usage against contracted entitlements, including MAU-based licensing, and act on both under and over-utilization
• Turn low adoption into recovery plans before it becomes renewal risk

• Run a consistent renewal motion that begins at least 120 days before renewal, with a forecast leadership can rely on
• Personally lead complex and strategic renewals within approved commercial guardrails
• Own gross revenue retention at renewal, including churn and downsell prevention and pricing uplift

• Coach and develop the Professional Services Manager, who owns consulting delivery and consultant utilization
• Partner with the PMO and Professional Services so customers move smoothly to go live
• Create a clean handoff from Professional Services to Customer Success, with an adoption baseline set before go live

• Lead, coach, and develop the Customer Success team, including hiring, performance, and career growth
• Build the operating rhythm for adoption and renewals: metrics, renewal forecasting, playbooks, and tooling
• Report adoption and renewal performance to the COO and executive team
• Model calm, steady leadership in high-pressure customer situations

• 7+ years in B2B SaaS post-sale roles, including leadership of a Customer Success team
• A track record of improving adoption and renewal rates across a meaningful recurring-revenue base
• Hands-on experience leading renewals, pricing uplifts, and commercial negotiations with customer executives
• Experience partnering with or coaching Professional Services leaders on implementation handoffs
• Comfort using customer, product, and financial data to find risk, opportunity, and trends
• Strong executive presence and communication with customers and peers

• Experience with equipment rental, dealership, construction, ERP, or other vertical B2B software
• Familiarity with OEM dealer environments such as Caterpillar, Case New Holland, Bobcat, or Kubota
• Experience with usage-based or MAU-based licensing
• Experience supporting customers across multiple regions

• Executive Presence: You run the room, comfortable presenting to and being challenged by execs, and steady with customer executives in difficult renewal conversations
• Operational Excellence: You bring accuracy, rigor, and structure to everything you do, and anticipate problems before they become issues
• Systems Thinking: You understand how tools, data, and processes connect across the customer lifecycle
• Communication & Collaboration: You build trust quickly and can influence without authority

• Purposeful, Passionate, and Proud: Making a difference for our industry, our customers, and each other.
• Innovators & Learners: We try new things. As long as we're learning, we're succeeding.
• Driven to Improve, Not to Be Perfect: “Most Improved” is our favorite award.
• Delivering our Long-term Vision Today: A long-term vision, brought to life now.
• PowerfulTogether: Different people, different cultures, stronger together.

Texada 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.

We 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.