Director, Customer Success

Come join our Rocket Ship and be part of Compass Datacenter's mission to make lives better by providing the world's technology leaders with a secure place to plug-in wherever they grow. We provide custom, move-in ready datacenters from edge deployments to core facilities serving hyperscale, cloud and enterprise customers. At Compass we have our sights set on leaving a legacy imprint on the data center industry. By putting Culture first, we can show this not only produces results, but more importantly, can change lives. If you don't believe us, just ask a fellow Compasser!Compass is seeking a Director, Customer Success to join our onsite team in Mississauga, ONThe Director of Customer Success stewards the post-lease customer relationship and helps build the trust needed for long term partnerships. This role works across Customer Management (Sales), Design, Delivery, Operations, Finance, and Legal to ensure clear communication, shared awareness, and steady improvement throughout the customer journey. The Director serves as a trusted advisor to both customers and colleagues, provides visibility to customer sentiment and emerging risks, and helps align stakeholders during complex or escalated situations.Key ResponsibilitiesCustomer Relationship ManagementBuild and maintain strong relationships with customer stakeholdersSteward the post lease customer relationship across the customer journeyUnderstand customer priorities, sentiment, and concernsSupport continuity between customer stakeholders and Compass teamsCommunication and Executive AwarenessProvide clear and consistent customer facing communicationSupport executive communications in sensitive or high visibility situationsSurface customer sentiment and emerging risks earlyMaintain internal awareness to support aligned decision making and no surprisesCross Functional AlignmentPartner across Compass teams to support customer outcomesHelp align stakeholders during complex issues, schedule challenges, and escalationsBring a clear customer perspective to internal discussions and resolution planningSupport issue management without taking ownership away from execution teamsCommercial and Business SupportMaintain awareness of key lease terms, amendments, and commercial structuresSupport customer business reviews and executive alignmentProvide customer context for notices, amendments, billing, collections, and other customer facing mattersPartner with internal teams on customer facing legal and commercial discussionsContinuous ImprovementCapture and share lessons learned across customer engagementsIdentify patterns and opportunities to improve communication and processSupport stronger future outcomes through steady, practical improvementQualifications8+ years of experience in customer success, account management, program management, operations, construction, or a related fieldExperience working in complex, cross functional environmentsStrong communication skills with the ability to engage customers and senior leadersSound judgment and composure in ambiguous or escalated situationsWorking knowledge of contracts, commercial terms, and customer facing business processesExperience in data centers, mission critical infrastructure, construction, or related industries preferredKey AttributesTrusted advisor with strong relationship skillsClear communicator with sound judgmentCollaborative and effective across functionsAble to bring structure to complex situationsFocused on continuous improvement and customer trustCulture AlignmentThis role is expected to model Compass culture and core convictions, including Humility In, Pride Out, Actions and Words are One, Continuous Improvement of People, Processes, and Systems, and We Ask Why to Understand the Needs vs the Wants.Why us?Compass is committed to its core convictions and key principles. We look for people who believe there's a different way to deliver great projects and can easily adapt to change in a quickly growing organization. We strive to create great partnerships with our clients, contractors and supply chain partners through transparent communications, humble and curious collaboration, and a zealous focus on consistent execution of the most important 20%.Let us learn about you! Apply today.Compass is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status, or other characteristics protected by law.Compass is committed to an inclusive culture, and we celebrate and value diverse insights and perspectives. To continue to soar on our rocket ship, we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, and interview process, and in potential roles to perform crucial job functions.Benefits:Medical | Dental | Vision | Voluntary Life | 401K | Unlimited PTO for US based Employees