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Supra ITS

Director of Customer Success

Mississauga, ON, Canada

Full-time

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Job details

Job type: Full-time
Apply by: May 3, 2027
Posting language: English
Posted: Nov 4, 2026

Original job description

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

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More about this job

Responsibilities

Lead the Account Management and Customer IT Manager teams across Canada and India, owning retention, renewals, expansion, customer health, and the customer experience for Supra’s managed services base. Establish team operating cadences and scorecards, sponsor key accounts, lead at-risk customer saves, and coordinate with Sales, Delivery, Operations, Finance, and vendor partners.

Requirements

Requires at least 12 years of experience in technology account management, customer success, or client services, including at least five years leading customer-facing teams in a managed services or technology services business. Candidates should have a record of owning recurring-revenue retention and growth, strong knowledge of managed services economics and technology portfolios, and experience leading distributed teams; a bachelor’s degree or equivalent experience is required, and an MBA is an asset.

Skills

Customer Success Management
Account Management
Managed Services
Customer Retention
Revenue Growth
Renewal Management
Customer Experience
Team Leadership
Customer Health Management
Revenue Forecasting
Technology Roadmapping
Quarterly Business Reviews
Risk Management
Cost-to-Serve Management
ConnectWise
CRM

Visa sponsorship

Not detected in the job text

Keywords

Managed Services
Customer Success
Account Management
Customer IT Manager
Recurring Revenue
Gross Revenue Retention
Net Revenue Retention
Monthly Recurring Revenue
Renewal Rate
Expansion Bookings
Customer Health
Quarterly Business Reviews
Technology Roadmaps
Cost to Serve
ConnectWise
CRM
Professional Services Automation
Service Desk
Cloud Infrastructure
Managed Security
Microsoft 365
Microsoft Azure
Application Services
Artificial Intelligence Services
Disaster Recovery
EOS
Scorecards
Customer Risk Management
Account Coverage Model
Vendor Alliances

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