Director of Customer Success

Job Description

Job Description

Job Description

Pattison ID is a leader in integrated digital and physical branding experiences across North America. With deep industry expertise as our foundation, we are driven by curiosity, innovation, and a people-first approach. Our multidisciplinary teams operate across seven manufacturing facilities, eight sales offices, and a growing digital division to deliver immersive, customer-focused solutions. We are proud to be part of the Jim Pattison Group—one of Canada’s largest privately held companies—spanning 590 locations globally and employing more than 49,000 people.

Our culture values proactive problem-solving over passive execution. We cultivate a mindset of exploration, invest in talent that thrives in dynamic roles, and build teams capable of identifying opportunities—not just responding to requests. Our mission is to empower individuals to grow while creating long-term value for our clients through thoughtful, strategic solutions.

About Digital

Digital, a division of Pattison ID, unites experts from across the customer experience spectrum—content, technology, strategy, and operations—to design and deliver solutions that go far beyond digital signage. With thousands of installations and hundreds of branded environments completed, we focus on measurable impact through innovation, empathy, and collaboration.

The Role: Director of Customer Support

We are seeking a Director of Customer Support to join our Digital team in Montreal. This is a hybrid role, with two days per week required in our Dorval office.

This is not a traditional support role—it is a leadership position for someone energized by people development, operational strategy, and problem-solving in complex or undefined situations. You will lead our customer support function with a focus on uncovering root causes, driving cross-functional solutions, and establishing measurable objectives and key results (OKRs) that focus on impact and value, not just metrics.

What You’ll Do

• Lead, mentor, and develop a high-performing Customer Support team that delivers consistent, empathetic service.
• Shape and optimize the customer support strategy, embedding a solutions-oriented, data-driven approach.
• Collaborate with internal teams to proactively resolve issues and drive long-term product and service improvements.
• Develop and track strategic OKRs tied directly to business outcomes.
• Create feedback loops between customer experience insights and internal teams, championing the voice of the customer at every level.
• Foster a culture of curiosity, accountability, and continuous learning—especially in evolving or undefined process areas.

What You Bring

• 3+ years of leadership experience in customer support, client success, or strategic operations.
• Proven ability to manage and motivate diverse teams with clear coaching and development practices.
• Strong fluency in English and French (spoken and written).
• A collaborative mindset with the ability to influence peers, partners, and executives.
• Excellent judgment and adaptability in rapidly evolving environments.
• Demonstrated experience leveraging data to identify opportunities, build cases for change, and lead improvement initiatives.
• Comfortable leading hybrid teams, balancing in-person collaboration and digital communication.
• Other relevant experience and qualifications will be considered.

Where You’ll Work

This hybrid position is based in Montreal, with a minimum of two in-office days per week at our Dorval location. We prioritize flexibility while valuing the benefits of in-person collaboration.

Ready to Apply?

If you’re a people-first leader who thrives in fast-paced, evolving environments—and you’re ready to build not only strong support systems but also scalable customer value—we want to hear from you.
Please send us a summary of your qualifications.

What We Offer

• Competitive salary.
• Full benefits package.
• RRSP match after 90 days.
• An inclusive, growth-oriented work culture.
• Equal opportunity employer—we welcome applications from all backgrounds.

We look forward to connecting with you.