Director, Customer Success, Enterprise Account Management

Director, Customer Success, Enterprise Account Management

Reporting to Melissa Trottier, Vice President Customer Success, the mission of the Director, Customer Success, Enterprise Account Management' is to be a client advocate, trusted advisor and a key growth driver for Dialogue's largest clients. This role requires a seasoned leader who can lead strategic relationships, foster the team’s growth, and ensure the long-term success of our enterprise clients.  The Director will be fully accountable for establishing and executing effective retention and engagement strategies and ensuring our solutions meet our enterprise clients' complex and evolving needs in the most effective manner. Working in close collaboration with Sales, Partnerships and Marketing, this leader will represent the voice of our largest and most strategic clients.

What you’ll be doing: 

• Leading and mentoring a highly engaged team to cultivate a trusted advisor mindset focused on client value and a deep understanding of their business
• Building and nurturing strategic relationships with key stakeholders, including C-suite and executive leaders at our clients
• Designing and executing value-based account strategies that not only ensure retention but also drive long-term expansion and advocacy
• Representing Dialogue at industry events, conferences, and corporate functions to build relationships and promote the Dialogue brand
• Serving as a subject matter expert and internal champion for our clients, ensuring our teams align to deliver valued solutions and proactively solve challenges
• Acting as a central leader in aligning cross-functional teams to our clients’ complex needs, simplifying communication, and removing roadblocks

We'd love to hear from you if you have:

• 5+ years of experience managing complex programs with cross-functional teams
• Proven experience negotiating and managing relationships with C-suite and senior executives, adopting a trusted advisor mindset
• Excellent written and spoken communication skills in both French and English
• Demonstrated ability to think strategically and critically, assessing opportunities and risks to develop relevant strategies
• A track record of performance and success, showing a history of exceeding objectives
• A strong bias for action and comfort with ambiguity
• Direct experience with human resources, employee benefits, or corporate wellness programs is considered a strong asset

Please note that as we serve customers across Canada, bilingualism is essential for this position. You may be required to communicate in French and English.

• Access to the Dialogue app and virtual mental health support for you and your family
• Fully funded insurance, a health spending account, dental coverage, and fitness reimbursement
• 4 weeks vacation, 9 wellness days, and 1 volunteer day
• Hybrid work: 3 days/week in our Montreal or Toronto offices, excluding remote roles
• Work abroad up to 4 weeks/year
• Incentive plans, referral bonuses & RRSP matching
• Learning via Coursera, external training budget & mentorship
• Optional parental leave top-up

About Dialogue

Dialogue is the #1 virtual care provider in Canada. By developing our Integrated Health Platform🅫, we provide exceptional online health and wellness programs (primary care, mental health, iCBT, EAP, and wellness) to organizations that want to improve the wellness of their employees and families.

When it comes to our work, we set the bar high. Together, we’re transforming health and helping millions improve their well-being. We’re firm believers that great people don’t settle on:

Feel like you can make a difference? Good news, we saved you a seat! 

Come as you are. As a proud equal-opportunity employer, Dialogue is dedicated to creating a diverse and inclusive workplace for everyone. Qualified applicants will be considered regardless of citizenship, ethnicity, race, colour, religion, gender, gender identity or expression, sexual orientation, disability, age, or veteran status. Applicants who require specialized accommodation are encouraged to contact accessibility@dialogue.co.