Director of Customer Success

Now build the engine that makes sure customers stay happy.

On-site | Vancouver Office – 675 W Hastings St. 

The Problem We're Solving

EviSmart is live in 28 countries with a product suite that includes design services, lab management software, and workflow automation. The customer base is real, the growth is real, and the revenue is there. What isn't there yet is the post-sales infrastructure that turns that customer base into a compounding growth engine. 

Why EviSmart

• 300 people. Two hubs: Vancouver HQ and Manila operations.
• 145% year-over-year SaaS growth — the market is responding.
• 28 countries. One platform. The dental industry's Autopilot.
• An in-house AI model research and development team building proprietary intelligence.

Why This Role, Right Now

EviSmart's CS function today is support-oriented. That's the right starting point for an early-stage company moving fast. But the business has outgrown it — the product suite is expanding, the customer base spans 28 countries, and Net Revenue Retention is a board-level priority. The goal here isn't to optimize what exists. It's to build what doesn't: health scoring, expansion playbooks, segmented onboarding journeys, and a CS org structured like a revenue function. The person who joins now defines what Customer Success looks like at EviSmart for the next decade.

A Note from the Team 

"We need someone who's done this before — built CS from a support function into something that actually moves NRR. But more than the track record, we need someone who leads from the front. If you've been the kind of leader who carries accounts themselves to prove the model works before asking anyone else to run it, that's who we're looking for."

— Paolo Kalaw, CEO, EviSmart

What You’ll Own 

• Build The CS function from the ground up: health scoring, expansion triggers, intervention playbooks, and segmented onboarding journeys — designed, proven by you personally, then scaled to the team.
• Own Net Revenue Retention as a business metric — define the inputs, build the infrastructure, and be accountable for the outcome.
• Design The CSM org structure across Strategic, Growth, and Scale segments with quota accountability — and lead it across global offices once it's running.
• Transform QBRs from relationship check-ins into strategic expansion conversations that drive measurable revenue.
• Build Customer health scoring from scratch: define the signals, weight the inputs, create actionable risk tiers, and develop save playbooks for at-risk accounts.
• Define Time to First Value for each product line and build the onboarding journeys that get customers there faster.
• Establish Sales-to-CS handoff processes that set customers up for long-term success.
• Partner Cross-functionally with RevOps, Product, Engineering, Marketing, and Sales — represent the customer voice where product and commercial decisions are made. 

What You'll Get

• A function to build from scratch with board-level commitment — this isn't an optimization role, it's a creation role.
• Direct line to company growth — NRR improvement is a top strategic priority, and this role owns it.
• A global customer base across 28 countries to build on — the scale and diversity of the problem is real from Day 1. 
• Production AI tooling from day one: Claude, Cursor, and LLM-powered workflows built in-house — not a sandbox, not a pilot.
• Clear growth path: you're building the function and the team.
• Competitive compensation with salary range disclosed at offer.

How We Work

We ship before we’re 100% certain. We write things down because we have two offices and memory is lossy. We debate loudly and move without resentment. We treat the customer’s real problem as more important than an elegant internal process. If you’ve spent time waiting for permission to try something obvious — you’ll notice the difference here immediately.  

The Question You're Probably Asking

"Building CS from scratch sounds exciting, but how much of this is actually greenfield versus inheriting someone else's half-finished system? More greenfield than you'd expect. There are people doing CS work today, but there's no health scoring, no structured expansion motion, and no playbook infrastructure. You're not walking into a broken system you have to diplomatically dismantle. You're walking into an organization that knows it needs to build something and is ready to move the moment the right person arrives."

— EviSmart Talent Team

What We Need

• 8+ years managing CS organizations with direct reports in B2B SaaS — you've built teams, not just led them.
• A proven NRR and GRR improvement track record with specific, quantifiable results — not general improvement, but numbers you own.
• You've built health scoring and trigger-based expansion programs from scratch — you know what signals matter and why.
• You've carried quota yourself or managed quota-carrying CSMs — CS as a revenue function isn't a new concept to you.
• HubSpot CRM proficiency, hands-on — you're in the tool, not above it.
• You've built playbooks and enforced them with commercial rigor — creating the framework and holding the team to it are equally part of your track record.
• Bonus: experience scaling through hypergrowth, multi-product or services plus SaaS hybrid experience, or vertical SaaS background in dental, healthcare, or manufacturing.

Apply today @ Evismart Careers