Director, Client Success

The Client Success Director (CSD), Canada region, leads a client success team within Verndale's Canadian region and directly manages a portfolio of high-value accounts. The CSD is accountable for retention, profitability, and client satisfaction across their portfolio, while also providing leadership, coaching, and escalation support for the broader Client Success team. Partnering closely with Practice Leads, Engineers, Strategists, and Delivery Leaders within the Commerce practice, the CSD ensures Verndale delivers measurable value and consistently strong client experiences.

• Directly manage a portfolio of 5–10 accounts, owning client relationships, renewals, and expansion opportunities.
• Lead a client success team (CSMs and Coordinators) covering 10-15 accounts per CSM.
• Serve as senior relationship owner and escalation point for strategic accounts.
• Develop and maintain Client Success Plans and lead business reviews for direct accounts.
• Oversee development of Client Success Plans for accounts in portfolio.
• Partner with Practice Managing Directors to ensure alignment on revenue, renewals, profitability, and client satisfaction across the portfolio.
• Set performance targets for renewals, retention, satisfaction, and margin contribution within the practice.
• Support CSMs in account planning, QBRs, and escalation management.
• Drive operational excellence in Client Success processes, including account health tracking, reporting, and renewals.
• Collaborate with Client Partners to ensure seamless transitions when Maintain accounts evolve into Growth accounts.
• Coach and develop CSMs, building a culture of accountability, proactive client advocacy, and continuous improvement.
• Up to 50% travel

• Bachelor's degree; advanced degree a plus.
• 15+ years' experience in account management, client success, or consulting, with at least 3 years in a leadership role.
• In-depth experience and familiarity with key e-commerce platform implementation and support.
• Proven track record managing a $5M+ portfolio, including direct account ownership.
• Strong leadership and coaching skills, with experience managing client-facing teams.
• Excellent relationship management and executive communication skills.
• Commercial acumen: ability to manage contracts, renewals, and profitability.
• Experience collaborating with delivery/project management in a professional services environment
• Bilingual: English & French

1. We are a rapidly growing company that is just as scrappy and entrepreneurial today as when we were founded in 1998.
2. We are relentlessly curious and enthusiastically solve our clients' complex business problems through technology, data, and design.
3. We foster a culture that enables every person in the organization to do the best work of their career.
4. We offer regular training and professional development to move careers forward.
5. Client and employee satisfaction are our two most important business metrics.
6. We celebrate and champion diversity, equity, and inclusion.
7. We offer generous paid company holidays, vacation, and paid sick time to every employee starting on day one.
8. We offer top-of-the-line Health Insurance, plus monthly perks customized to meet individual employees' needs. 
9. We support a healthy work/life balance.
10. We are fully remote enabled and embrace the evolving definition of the workplace