Director of Customer Success (Bilingual)

About Starling Minds

At Starling Minds, we empower organizations and their leaders to attract and retain the best talent by offering crucial mental health support that rivals in-person care.

Currently, we're facing a global mental health crisis. Approximately 1 in 4 people are struggling with their mental health, yet 60% go untreated due to barriers like cost, access, and stigma. This lack of treatment incurs heavy costs for both individuals and businesses.

Our mission at Starling Minds is to provide the best and most affordable, personalized digital mental health care.

Featuring a suite of 100% digital Cognitive Behaviour Therapy (CBT) options, our program tailors mental health plans for stress, anxiety, burnout, depression, substance use, sleep and more. By ensuring comprehensive mental health support, we help organizations not only attract but also keep their best talent feeling happy, energized, and healthy.

Summary of Role

We’re looking for a Director of Customer Success who is strategic, energetic, and highly organized. This individual will lead Starling’s Customer Success function, overseeing both new and existing accounts while building meaningful relationships with key customers and partners. You will manage a small team and help shape the future of customer experience at Starling Minds. This role is ideal for someone who excels at driving engagement, identifying opportunities for growth, and creating long-term customer value.

About You

You are passionate about delivering exceptional customer experiences and deeply committed to mental health and well-being. A strategic thinker and natural problem solver, you thrive in fast-paced, evolving environments and bring a data-driven mindset to your work. You’re a collaborative leader who values continuous learning, embraces challenges, and motivates others to succeed. With a strong sense of accountability and a focus on impact, you are eager to take on a senior role where you can influence customer outcomes, team growth, and company direction.

Core Responsibilities

Customer Engagement & Account Management - Key Accounts

• Serve as the primary point of contact for Starling’s largest customer and their 12 affiliates
• Support CS Team in customer communications, onboarding, training, and implementation for new customers and partners including reporting, account health checks, and business reviews
• Monitor customer adoption and proactively drive engagement throughout the customer lifecycle
• Identify, track, and achieve success milestones for each account
• Guide and support CSMs in the delivery of strategic business reviews to drive continued value and program uptake
• Foster strong relationships across a range of stakeholders, from individual users to executive decision-makers

Team Leadership & Strategy

• Collaborate with the CEO to define and execute Starling’s Customer Success strategy
• Manage and develop the Customer Success team (including CSMs and Member Support), overseeing hiring, performance, and goal-setting
• Set and track KPIs to measure customer satisfaction, team performance, and renewal likelihood
• Coach the team to deliver high-impact, data-driven insights to customers

Retention, Expansion & Advocacy

• Lead renewal and retention efforts by staying ahead of client needs and challenges
• Identify expansion and upsell opportunities through strong relationships and data insights
• Build referral pipelines from satisfied customers into Sales
• Advocate internally on behalf of customers, championing product improvements based on customer feedback
• Monitor and present key satisfaction metrics to internal teams and clients

Process Optimization

• Map and optimize the customer lifecycle journey from onboarding through renewal
• Improve internal systems and workflows to increase team efficiency and customer impact
• Ensure customer insights are integrated across the organization to enhance service delivery

Presentations & Communication

• Deliver compelling presentations and lead webinars for diverse audiences
• Represent Starling Minds with professionalism and passion, both virtually and in person

Skills and Requirements

• Bilingual in English and French (required)
• Minimum 6 years of experience in SaaS account management or customer success, with proven results in satisfaction and revenue growth
• Experience managing and mentoring teams
• Expertise in working with enterprise customers and executive stakeholders
• Comfortable presenting to large audiences, both live and virtual
• Strong data analysis and strategic decision-making skills
• Excellent verbal and written communication skills
• Bachelor's degree or equivalent experience
• Willingness to travel within Canada and the U.S. for client meetings and events
• Experience/interest in the education and/or healthcare sector

Job Details

• Reports to: CEO
• Base Salary: $120,000–$140,000
• Commission: Eligible based on account growth and renewal terms
• Employment Type: Full-time, permanent (40 hours/week)
• Location: Fully remote, with preference for candidates based in the Greater Toronto Area (GTA)