Director of Customer Success

There is an immediate need for a Director of Customer Success located in the Greater Toronto Area, Ontario (Mississauga head office; field-based across the GTA and Southern Ontario) at SupraITS. If you have led account management and customer-facing technical teams in a managed services or technology services business, and you want to own retention, growth, and customer experience across an entire customer base, then this position is for you.

Company Overview

ABOUT SUPRA ITS

Founded in 1999, Supra ITS has grown into a globally trusted IT partner, delivering world-class Managed IT, Cybersecurity, Digital Transformation, Application Services, and Business Process Outsourcing (BPO) Services. Headquartered in Mississauga, Supra ITS operates with 650+ employees worldwide, including Network Operations Centers (NOCs) in Canada and India, ensuring 24/7 IT support and seamless service delivery.

Supra ITS provides a full spectrum of IT solutions, including server and network management, private cloud, disaster recovery, service desk support, and advanced security services. With a security-first approach and SLA-driven commitments, Supra ITS takes complete ownership of IT services, allowing clients to focus on growth while ensuring uninterrupted operations.

A vendor of established track record, Supra ITS is dedicated to long-term client success through tailored, scalable IT solutions. Canon Canada’s strategic investment in Supra ITS strengthens this commitment by integrating Canon’s cutting-edge technologies with Supra’s agile IT services. This partnership fosters innovation, enhances efficiency, and accelerates digital transformation, providing customers with superior IT solutions that are scalable, secure, and customer centric.

For more information, visit www.supraits.com.

Team Overview

This is your opportunity to join a dynamic company with a team that works very well together and has solid organized structures in place. Supra is rebuilding its Managed Services customer organization around a pod model: every customer has a named Account Manager who owns the relationship and the revenue, paired with a Customer IT Manager (CITM) who acts as the technical co-pilot for architecture, security, and the technology roadmap. The function spans Canada and India: a Senior Account Manager, Account Managers, and an Account Executive in Canada, Account Managers in India, and CITMs in both countries, together covering Supra’s managed services customer base.

YOU ARE!

You have built and led customer teams that own a number. You have run account management, customer success, or client services in a managed services, cloud, or technology services business, and you know how to turn a team of relationship owners and technical advisors into one accountable unit that renews, grows, and keeps customers.

You understand recurring revenue in your bones. Gross and net revenue retention, MRR movements, renewal rates, margin, and cost to serve are the numbers you manage by. You can explain to a CFO why an account is at risk a quarter before it shows up in churn, and you can explain to an Account Manager exactly what to do about it.

You lead from the field. You are the executive your largest customers know by name. You show up for the quarterly reviews that matter, you run the saves personally when they are big enough, and you coach your team by doing the work alongside them, not from a dashboard.

The Director of Customer Success leads Supra’s Managed Services customer organization in Canada and India: the Account Management team (Senior Account Manager, Account Managers, Account Executives) and the Customer IT Manager (CITM) team. You own retention, growth, and customer experience across the full managed services base: gross and net revenue retention, renewals, expansion, customer health, the quarterly business review and technology roadmap cadence, and the coverage model that assigns every customer a relationship owner and a technical co-pilot. You hire, develop, and hold the team accountable to a weekly scorecard, act as executive sponsor for the largest and most at-risk accounts, and represent the voice of the customer in pricing, service catalogue, and delivery decisions. The role reports to the Senior Vice President, Sales, based in Canada.

This is a leadership role based at Supra’s Mississauga office with significant customer-facing time. Supra is a hybrid workplace, but this position is expected to be in front of customers or with the team most of the week: executive sponsorship visits, quarterly business reviews for Tier A accounts, and ride-alongs with Account Managers across the GTA and Southern Ontario. Time working from home will be limited. Periodic travel to Supra’s India operations is expected to lead the India-based Account Managers and CITMs. A valid Ontario driver’s licence and access to a reliable vehicle are required.

Key Responsibilities Leadership of the Account Management and CITM Teams

• Lead, hire, develop, and performance-manage the Account Management team (Senior Account Manager, Account Managers, Account Executives) in Canada and India and the CITM team in both countries.
• Run the pod model: every customer has a named Account Manager and, where warranted, a CITM; books are balanced, seats are filled with the right people, and accountability for each account is unambiguous.
• Set role charters, cadences, and the weekly scorecard for every seat; run the weekly team meeting, quarterly planning, and one-on-ones in Supra’s operating rhythm.
• Build the career ladder and coaching plan from Associate Account Executive to Senior Account Manager and across the CITM track.
  
  

Retention, Growth, and Book Economics

• Own gross and net revenue retention, renewal rate, and expansion bookings for the entire managed services base; build the annual revenue plan for the base by account and forecast it monthly.
• Own the renewal pipeline: no renewal is a surprise, every agreement is opened early, and rate and margin are protected.
• Drive roadmap-led expansion across the portfolio (managed security, cloud and infrastructure, Microsoft, application and AI services, hardware) by making the annual technology roadmap the standard for every Tier A and Tier B account.
• Manage cost to serve: coverage ratios, Canada and India seat mix, and the use of programmatic coverage for the long tail.
  
  

Customer Health, Risk, and Saves

• Own the customer health system: RAG status, risk register, early-warning signals from service, financial, and relationship data, and the save playbook.
• Act as executive sponsor for Tier A accounts and personally lead saves on the largest at-risk accounts with the Account Manager and CITM.
• Run monthly account reviews with leadership covering at-risk accounts, renewals, and expansion pipeline.
  
  

Customer Experience And Operating Cadence

• Own the quarterly business review and roadmap cadence across the base: standards, materials, quality, and completion, with Supra’s delivery and service desk leaders aligned behind them.
• Be the voice of the customer inside Supra: feed customer requirements into pricing, packaging, service catalogue, and delivery decisions, and close the loop with customers on what changed.
• Lead the transition plan as accounts move between seats: warm handoffs, no changes inside 90 days of a renewal, at-risk accounts handled last, and customer communication framed as added accountability.
  
  

Collaboration Across Supra

• Partner with Sales on new-logo handover into account management, with Delivery and Operations on service performance and escalations, and with Finance on billing, contracts, and MRR reporting.
• Work with the Microsoft and vendor alliance functions to bring partner programs and funding into customer roadmaps.
• Work with People and Culture on hiring plans, compensation plans, and onboarding for the customer teams.
  
  

Reporting and Governance

• Own the customer success scorecard and present it weekly to leadership: GRR, NRR, renewals, QBRs held, roadmap conversion, pipeline, customer health, and seat capacity.
• Maintain accurate account data in ConnectWise and the CRM as the single source of truth for the customer base; re-segment the base quarterly as accounts grow, shrink, or change risk.
  
  

Qualifications & Skills

Education & Experience

• Bachelor’s degree in Business, Information Technology, or a related field, or equivalent experience; an MBA is an asset.
• Minimum 12 years in technology account management, customer success, or client services, including at least 5 years leading customer-facing teams at a managed services provider, cloud or technology services company, or similar recurring revenue business.
• Proven record of owning retention and growth targets for a large recurring revenue base and of building or rebuilding an account management function.
• Experience leading distributed teams across countries, ideally including India-based staff.
  
  

Industry & Commercial Knowledge

• Deep understanding of managed services economics: MRR, gross and net revenue retention, renewal and pricing strategy, margin, and cost to serve.
• Strong working knowledge of the managed services portfolio (service desk, infrastructure and cloud, managed security, Microsoft 365 and Azure, projects, emerging AI services) and the ability to lead a customer conversation about a technology roadmap alongside a CITM.
• Familiarity with ConnectWise or a comparable PSA and CRM, and with running a team on a weekly scorecard (EOS or similar operating system experience is an asset).
  
  

Leadership & Soft Skills

• Executive presence with customers and credibility with technical teams; comfortable with CIOs, CFOs, and owners in person.
• Proven people leader: hires well, coaches in the field, sets clear expectations, and acts on performance.
• Commercial judgement and the integrity to recommend what the customer needs over what is easiest to sell.
• Disciplined operator: builds the cadence, owns the numbers, and reports without being chased.
  
  

Skills: it,managed services,customer success management,account management