[Hiring] Director, Customer Success & Services @Texada Software

Role Description

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
• Renewal forecast accuracy

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.

What Success Looks Like

• 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.

What You'll Own

• Adoption and Usage:
  • 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
• Renewals:
  • 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
• Professional Services Manager:
  • 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
• Leadership and Operating Rhythm:
  • 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

Qualifications

• 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

Nice to Have

• 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

Competencies

• 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

Our Core Values

• 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.
• Powerful Together: Different people, different cultures, stronger together.