Head of Customer Success

Role overview

This is a Canada-based remote leadership role for a customer success executive who can design, launch, and grow a best-in-class customer experience function in a fast-scaling technology company. The mandate goes beyond reactive support: the goal is to turn customer success into a strategic growth partner that drives adoption, retention, expansion, and long-term value.

You will own the shape of the function, guide a team of high performers, and create the systems needed for scale. The role spans collaboration with product, engineering, sales, support, technical, and advisory partners to improve customer outcomes and company impact.

The employer notes that the role is being shared on behalf of a partner company, and that the partner company will handle applications and the next stages of the hiring process.

Accountabilities

• Design and roll out the customer success operating model, including customer segmentation, coverage approach, account planning, health scoring, review cadences, renewal flows, and scalable programs.
• Lead, coach, and grow the customer success team by setting clear expectations, improving execution, and building a culture of accountability and ongoing improvement.
• Oversee strategic customer relationships by making sure priority accounts have clear goals, adoption plans, stakeholder alignment, risk awareness, and expansion potential.
• Develop customer success managers into trusted commercial partners who can understand customer needs, identify opportunities, and recommend meaningful solutions.
• Partner closely with technical teams, support, sales, product, and advisory functions to strengthen the overall customer journey.
• Convert repeating customer issues and insights into reusable assets such as playbooks, training content, documentation, and internal workflows.
• Create and refine customer success metrics tied to adoption, health, retention, expansion, and broader business results.
• Stay actively involved in customer and team discussions by contributing to account strategy reviews and helping solve complex situations.

What the role requires

The ideal hire is an experienced customer success leader who can balance strategic thinking with hands-on execution in a dynamic technology setting. The role calls for commercial awareness, technical comfort, and the ability to build practical systems without unnecessary complexity.

Experience and capability requirements

• At least 8 years of experience in Customer Success, Account Management, Customer Growth, Strategic Consulting, Revenue, or another related customer-facing leadership role.
• At least 4 years of experience leading and scaling customer-facing teams.
• Demonstrated success improving retention, expansion, adoption, account health, or revenue-related outcomes.
• Proven ability to create customer success frameworks such as segmentation models, account planning routines, health scoring, and renewal strategies.
• Confidence working with executives, founders, product leaders, technical teams, and other business stakeholders.
• Strong commercial judgment, including the ability to create customer value, uncover expansion opportunities, manage stakeholders, and influence business outcomes.
• Technical fluency and the ability to operate effectively in a product-led or developer-oriented technology environment.
• Strong analytical ability with the skill to use customer, product, and revenue data to set priorities.
• Excellent written communication skills and comfort working in remote, asynchronous environments.
• A proactive, high-ownership mindset with strong decision-making skills and the ability to build scalable systems efficiently.

Preferred experience

• Background in mobile apps, subscription businesses, marketplaces, gaming, consumer technology, or growth-oriented products.
• Experience building customer success operations during rapid expansion.
• Experience managing both hands-on strategic accounts and scaled customer programs.
• Experience collaborating with technical account teams, support, sales, product, marketing, and advisory groups.
• Experience turning customer feedback into product strategy and business decisions.

Benefits and working environment

• Competitive compensation package with equity participation.
• Fully remote, flexible working arrangement.
• The opportunity to help define the direction of a fast-growing technology business.
• A high-autonomy role with meaningful influence over strategy, processes, and team development.
• Suggested annual time off of 4 to 5 weeks to support mental, physical, and emotional well-being.
• Support for workspace setup through a dedicated budget.
• Annual learning and development stipend for professional growth.
• The chance to work with skilled international teams across multiple regions.
• The opportunity to build a customer success organization that materially affects customer growth and business outcomes.

Application and privacy information

Applications are reviewed through an AI-assisted matching process that compares candidates against the role’s core requirements before a shortlist is shared with the hiring company. Final selection, interviews, and assessments are managed by the hiring company’s internal team.

By submitting an application, candidates acknowledge that their personal data may be processed to evaluate candidacy and share relevant details with the hiring employer under applicable data protection laws, including GDPR. Applicants may exercise rights such as access, correction, deletion, and objection where applicable.

The recruitment process may use AI tools to support screening, résumé review, response analysis, and consistency checks. These tools assist recruiters but do not replace human judgment, and final hiring decisions are made by people.