Director of Customer Success

About Browse AI (AI SaaS)

Browse AI is an AI-powered platform helping businesses extract web data at scale — no code required. Over 600,000 teams and individuals rely on us to turn websites into real-time data feeds.

We have a self-serve SaaS platform with over 2,500 paying customers AND we offer a fully managed data solution for Premium customers. Our Premium Managed Services team handles complex, custom data pipelines for customers — from extraction to delivery.

You’ll be the post-sale leader of this team, ensuring these premium customers get value, fast!

Why We Need You

We are growing quickly and need our first Director of Customer Success to lead our Premium Managed Services team. You’ll shape the customer experience, own project delivery for premium customers, and drive retention and growth for accounts above ~$10K ARR.

This is our first hire in Customer Success. This role is hands-on and client-facing.

Our Premium Managed Services team is focused on delivering best-in-class data solutions with accuracy, speed, and reliability. This team is primarily technical, so you will be the “the face of the company” post sale interacting with customers (startups to enterprises) that rely on us for mission-critical data pipelines.

While you may not be involved in all the technical details, you will need to understand the Browse AI product in depth, how your team uses it on a daily basis, know the challenges that may arise, and be exceptional at aligning customer expectations and your team’s delivery timelines.

The Role

You will be responsible for owning Premium Managed Services delivery (delivering on complex data extraction projects) with the support of a team that is executing the projects with you, and building our Customer Success function from the ground up.

This includes creating and executing a playbook for high customer satisfaction, account expansion, and annual contract renewals.

As Director of Customer Success, you’ll be responsible for managing all client relationships for customers >$10k ARR.

Key Things You’ll Own

• Deep relationship building, understanding customer businesses, needs, how they get value from Browse AI
• Collaborating with the sales team during the pre-sales process
• Project delivery for premium customers
• Annual contract renewals
• Expansion efforts and metrics
  
  

What is “owning project delivery” for customers?

• A Premium customer has signed an annual or multi-year contract.
• The customer is a business that needs a custom data pipeline created for them (we use our own product for this!), managed for them (ensure quality), and delivered to them on a set timeline (daily, weekly, monthly)
• An example customer might be: ‘a large real estate company wants to track the websites of their top 10 competitors. They want a data feed on all the homes for sale, prices, offers, locations and have this constantly changing data refreshed once per week. They will use the data to compare their offering to competitors and inform their pricing and overall strategy.’
  
  

Your leadership will be the key in shaping the future of these relationships, ensuring our customers continue to rely on us for mission-critical data to run their business.

We are looking for a seasoned manager to lead this team and ensure we consistently deliver high-quality, accurate, and timely data that powers business decisions for our customers across various industries.

Key Responsibilities

• Client relationship management: be the primary point of contact for our premium customers, building trust and ensuring satisfaction.
• Project ownership: own the successful execution of projects, ensure deadlines are met and high standards are maintained. Oversee the execution of Premium Managed Service projects, ensuring accuracy, speed, and quality.
• Project management and process optimization: Implement best practices for project management, communication, and data delivery to streamline operations.
• Team leadership: Lead, manage, and hire (grow) the team who will deliver tailored data solutions for clients.
• Strategic planning & execution: Develop and execute strategies to improve operational efficiency, client satisfaction, and the scalability of our Managed Services offering.
• Contract Renewals & Expansion: Drive annual renewals and increase customer usage through expansion.
• Customer Discovery & Feedback: Continuously gather insights on customer needs to improve services to inform product development.
  
  

Who We’re Looking For

You’re a proven CS leader with a track record of owning enterprise relationships, managing complex data projects, and driving renewals and growth. You’ve built CS functions before, and bring a strong playbook — plus the flexibility to adapt it.

You should be someone who thrives in a dynamic, client-driven environment and enjoys managing cross-functional teams to execute on complex, data-driven projects.

You’ll be on a lot of calls with our customers, so should enjoy building strong relationships, understanding their business needs, and finding solutions.

Required Skills & Experience

• Proven leadership: Experience leading and building high-performing teams, particularly in a client-facing role. You should be able to speak to specific projects you’ve led throughout your career. The ideal candidate should have hired and managed (at least 3-5) individuals simultaneously.
• Client management: Strong communication skills and a proven ability to build lasting relationships with clients.
• Project management: Ability to manage many large, complex projects with tight deadlines, and deliver results ahead of schedule.
• Problem solving: Strong analytical and troubleshooting skills to address client needs and internal challenges.
• Technical aptitude: Comfortable in a highly technical environment, with knowledge of Google Sheets, spreadsheet formulas, and related tools.
• SaaS experience: Familiarity with SaaS products and a keen eye for product improvement opportunities.
• Startup experience: We are lean and we are building functions. You must have experience working with very little direction and have built a CS function from the ground up.
  
  

Bonus

• Experience in data engineering or web scraping: Familiarity with the technical aspects of web data extraction and Javascript would be an asset.
  
  

Why Browse AI?

We've empowered over 600,000 teams and individuals with access to web data that was once a luxury only big enterprises could afford. In 2 years, we’ve grown to over 2,500 paying customers with a small team.

Everyone at Browse AI plays a crucial role and collaboration is critical to our success. We highly value diversity and make sure everyone feels valued and heard. We are remote-first but have a significant part of our team working from our Vancouver downtown office.

We encourage bold ideas and provide the support needed to turn those ideas into reality. This is your chance to leave a mark, to grow professionally and personally, and to be part of something truly transformative!

• Competitive comp package between $130,000 - $160,000 CAD, OTE (on target earnings)
• Compensation package includes:
• • Base salary
  • Commission structure using a combination of expansion/renewal metrics
  • Stock options
• Fully remote with an option to work from our office in downtown Vancouver
• Working at one of the fastest-growing AI SaaS startups in Canada
• Be part of and help shape our journey to millions of users
• Ability to have a substantial impact on a fast growing and changing company
• Flexible PTO policy and remote-first culture
• Extended Health insurance
• We are looking to make this hire in Canada. If you're in another country, please don't apply.