Head of Customer Success

About the Company

Our client is a rapidly growing EdTech SaaS organization revolutionizing continuing education for accounting and finance professionals. Their platform offers an accredited, on-demand learning experience through a podcast-first, subscription model that merges engaging media with professional compliance standards.

Role Overview

As the inaugural Head of Customer Success, you will oversee a team of 18 responsible for Implementation, Onboarding, Account Management, and Technical Support. You will manage a portfolio exceeding $20 million in annual recurring revenue. Reporting directly to the SVP of Growth, your mission will be to elevate the Customer Success function from minimizing churn to driving expansion through enhanced processes, strategic playbooks, and advanced technology integration.

Required Experience and Skills

• Proven leadership of Customer Success teams within a B2B SaaS environment targeting Small to Mid-Market clients.
• Experience in designing and deploying processes and playbooks aimed at customer expansion within an emerging CSM function.
• Hands-on experience implementing CRM or CSM platforms, with a focus on automation in customer success workflows. Familiarity with platforms such as Gainsight, ChurnZero, or Totango is highly advantageous.
• Ability to commute to the downtown Toronto office at least once weekly.

About Martyn Bassett Associates

Martyn Bassett Associates is a dedicated recruitment team specializing in connecting exceptional sales, marketing, and product management professionals with high-growth startups and scale-ups. They have successfully placed over 1,500 candidates in notable companies including Shopify, Extreme Networks, and GE Energy, among others.