Director, Account Management & Customer Success - Canada

About the Role

Motive is seeking a Director of Account Management & Customer Success in Canada to lead a growing sales organization responsible for managing, retaining, and expanding relationships across our customer base in Canada.

This leader will oversee a team of Account Managers and Customer Success Managers. These Managers own their accounts outright and are focused on driving expansion opportunities within the existing account base, while also ensuring retention and securing renewals.

This leader will play a critical role in helping teams navigate complex organizations, focusing heavily on business value realization and building deep executive connections to maximize the customer's investment in Motive. This role works closely with the GM Canada, Sales Operations, Product, Customer Support, and Implementation teams to deliver a seamless customer experience and drive revenue growth across every stage of the customer journey.

We’re looking for a sales-driven, customer-focused leader who thrives in a high-growth environment, understands how to scale account management organizations, and has a track record of building high-performing teams that deliver exceptional revenue and customer outcomes.

Responsibilities

• Leadership and Team Management: Lead a geographically distributed Enterprise and Strategic Account Management sales organization that you’ll partner with on prospecting, account planning, pipeline generation in existing customers, achieving revenue targets
• Account Ownership & Revenue Growth: Guide the team in full account ownership, driving retention, negotiating renewals, identifying expansion opportunities, and closing deals within complex enterprise accounts.
• Business Value Realization & Executive Alignment: Develop strategies for Account Managers to effectively demonstrate business value realization to complex enterprise customers. Work with the team to proactively monitor customer health and identify risk and expansion opportunities. Ensure the team is successfully building and expanding executive connections across the account base to secure long-term partnerships and upsell opportunities. 
• Talent Development: Recruit, hire, and develop top Enterprise Account Management sales talent. Establish strong coaching frameworks and career development pathways that support the growth of individual contributors and frontline managers.
• Cross-Functional Collaboration: Partner closely with Sales Operations, Product, Customer Support, and Implementation teams to improve the overall customer lifecycle and support expansion efforts. Bring customer insights back to internal teams to influence product development and enhance the value proposition for enterprise clients.
• Performance & Sales Insights: Track and analyze key sales metrics, pipeline generation, and renewal forecasting to identify opportunities to strengthen net revenue retention. Use data-driven insights to guide team strategy and sales operational improvements.
• Executive Customer Engagement: Serve as a senior escalation point and executive sponsor for strategic accounts, helping resolve complex challenges, negotiate major renewals, and ensure strong long-term partnerships.
• Process Optimization: Develop and refine scalable sales processes, account planning models, and operational playbooks that enable the Account Management organization to consistently hit revenue targets as the business grows.

Qualifications

• 10+ years of experience in SaaS  sales, enterprise sales leadership, or revenue-focused account leadership
• 4+ years managing enterprise-focused sellers or account managers and customer success managers
• Demonstrated success owning, retaining, and expanding revenue within complex customer segments
• Strong operational acumen and experience working with tools such as Salesforce, sales analytics dashboards, and revenue forecasting metrics
• Experience building scalable account management programs that drive retention, renewal, and significant account expansion
• Excellent communicator with the ability to influence stakeholders across multiple functions
• Proven ability to build and scale quota-carrying teams in fast-growing SaaS environments

 

📍 Location: Toronto, Canada