Head of Customer Success

Role overview

This opportunity is being shared on behalf of a partner organization, which will handle applications and all subsequent hiring steps. The partner is seeking a Head of Customer Success located in the United States.

This is a high-impact leadership role for a customer success leader who enjoys building scalable operating models and delivering measurable business results. You will own the post-sale journey end to end, spanning onboarding, product adoption, retention, renewals, and account expansion. A key part of the job will be improving customer experience, cutting churn, shortening time to value, and creating repeatable processes that support durable growth. In a fast-moving, high-growth environment, you will partner closely with product and leadership teams to turn customer feedback into practical improvements. The ideal candidate combines operational rigor, strong relationship management, and a builder mindset.

Accountabilities

• Take ownership of the full customer lifecycle, covering onboarding, adoption, retention, renewals, and expansion efforts.
• Build and roll out a clear onboarding structure that helps customers activate faster and reach value sooner.
• Create customer health scoring, success metrics, and reporting methods to spot risks and growth opportunities early.
• Strengthen retention and renewal outcomes through regular customer touchpoints and value delivery.
• Uncover and pursue expansion opportunities within the existing customer base.
• Develop, document, and refine repeatable playbooks, workflows, and best practices for the customer success function.
• Set up effective feedback channels between customers and internal teams to inform product enhancements and strategic choices.
• Shape a data-led customer success operation that combines efficiency with excellent customer experiences.

Requirements

• At least 5 years of experience in Customer Success in a B2B SaaS setting.
• Demonstrated success in creating scalable customer success processes, systems, and frameworks.
• Hands-on experience with onboarding, adoption, retention, renewals, and revenue growth initiatives.
• Exposure to high-growth startup or scale-up environments where priorities and processes change quickly.
• Strong analytical capability and the ability to use data to improve customer outcomes and business decisions.
• Excellent communication and relationship-building skills, especially in high-trust customer interactions.
• A systems-first approach with an emphasis on solving root issues and improving efficiency.
• Highly structured, proactive, and accountable, with the ability to operate in less-defined environments.
• Comfortable making decisions and balancing strategic planning with practical execution.

Benefits

• Competitive base pay of CAD $140,000 to CAD $160,000.
• Equity participation opportunity.
• A leadership position with substantial ownership and influence over customer success strategy.
• The chance to build and scale customer success operations from the start.
• Exposure to a fast-growing and innovative business.
• A collaborative environment centered on performance, growth, and customer impact.
• Opportunities for career growth as the company expands.
• Flexible, remote-friendly work setup, subject to location requirements.

Application and hiring process

The application is reviewed through an AI-supported matching process designed to assess fit quickly, consistently, and fairly against the role’s core needs. Top-matching candidates are shortlisted and forwarded to the hiring company, while interviews, assessments, and final decisions are handled by the company’s internal team.

Data privacy and AI usage

By applying, you agree that your personal data may be processed to evaluate your candidacy and shared with the hiring employer. This is done on the basis of legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. You may request access, correction, deletion, or objection at any time.

Artificial intelligence tools may be used to support parts of the recruitment process, such as application review, resume analysis, response assessment, and detection of possible inconsistencies or verification signals in submitted materials. These tools assist the recruiting team but do not replace human judgment. Final hiring decisions are made by people. For more information about data handling, you may contact the organization.