Librestream, a division of Harris; is seeking a Director of Customer Success & Support who is responsible for leading global customer support operations, customer success strategy, and post-sales customer engagement initiatives to drive customer satisfaction, retention, product adoption, and long-term account growth. This role serves as a strategic bridge between customers, support operations, product management, engineering, and executive leadership to ensure exceptional customer outcomes and operational excellence.
This remote role welcomes candidates anywhere in Canada and the US. Travel is required as needed, approximately 25-50%. Candidates must hold a current, valid passport and be legally eligible to travel internationally. This includes either passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean.
Salary:
110K - 130K CAD
What your impact will be:
Customer Success Leadership
- Develop and execute customer success strategies focused on customer retention, adoption, value realization, and expansion opportunities.
- Build and maintain executive-level relationships with strategic enterprise customers.
- Lead customer service meetings, escalation management, and proactive engagement initiatives.
- Monitor customer health metrics, usage trends, adoption risks, and renewal readiness.
Customer Support Operations
- Oversee global technical support operations, ensuring timely resolution of customer issues and adherence to SLAs.
- Drive continuous improvement initiatives across support workflows, processes, and customer experience using AI.
- Establish and track KPIs including CSAT, response times, resolution times, backlog trends, and support efficiency metrics.
- Partner with Engineering and Product teams to prioritize customer-impacting defects and product improvements.
Cross-Functional Collaboration
- Act as the voice of the customer across Product, Engineering, Sales, and Executive Leadership teams.
- Collaborate with Product Management on roadmap alignment and customer feedback initiatives.
- Partner with Sales and Account Management teams to identify growth opportunities within existing accounts.
- Coordinate major incident management and executive customer communications when required.
Team Leadership & Development
- Lead, mentor, and develop Support Agents and other support staff as needed.
- Build scalable organizational structures, onboarding programs, and performance management processes.
- Foster a customer-centric, high-performance culture focused on accountability, collaboration, and continuous improvement.
What we are looking for:
- 8+ years of experience in Customer Success, Technical Support, SaaS Operations, or Enterprise Customer Management.
- 3+ years of leadership experience managing customer-facing teams in a SaaS or enterprise technology environment.
- Strong understanding of customer lifecycle management, support operations, and enterprise account management.
- Experience working with platforms such as Zendesk, Azure DevOps, CRM systems, and customer analytics tools.
- Proven ability to manage executive customer relationships and high-severity escalations.
- Strong analytical, operational, communication, and stakeholder management skills.
What we can offer:
- 3 weeks’ vacation and 5 personal days
- Comprehensive Medical, Dental, and Vision paid 100% by Harris starting from your first day of employment
- Employee stock ownership and RRSP/401k matching programs
- Lifestyle rewards
- Remote work and more!
About Librestream:
Librestream delivers advanced AR and AI-driven software that empowers frontline workers in industries like manufacturing, energy, and aerospace to access expertise, capture knowledge, and perform critical tasks more efficiently. Through its Onsight platform, organizations connect field technicians with remote experts using real-time video collaboration, AR guidance, and digital workflows—improving productivity, safety, and knowledge retention across global operations.
About Harris:
Harris is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. (“CSI”, symbol CSU on the TSX), Harris has become the cornerstone for CSI’s investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment – both in the people and products that we offer and making investments in acquiring new businesses.
#LI-remote
