Head of Customer Success
New
Based in the United StatesFull-TimeManager
SalaryCompetitive base salary ranging from CAD $140,000 to $160,000.
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Job Details
- Experience
- 5+ years
- Required Skills
- Stakeholder managementData analyticsCustomer Success
Requirements
- 5+ years of experience in Customer Success within a B2B SaaS environment.
- Proven track record of designing and implementing scalable customer success processes, systems, and frameworks.
- Experience managing onboarding, customer adoption, retention, renewals, and revenue expansion initiatives.
- Background working in high-growth startup or scale-up environments with evolving processes and priorities.
- Strong analytical skills with the ability to leverage data to drive customer outcomes and business decisions.
- Excellent communication and relationship-building abilities, with experience engaging customers in high-trust environments.
- Systems-oriented mindset with a focus on solving root causes and improving operational efficiency.
- Highly organized, proactive, and accountable, with the ability to thrive in environments with limited structure.
- Confident decision-maker who can balance strategic thinking with hands-on execution.
Responsibilities
- Own and optimize the full customer lifecycle, including onboarding, adoption, retention, renewal, and expansion initiatives.
- Design and implement a structured onboarding framework that accelerates customer activation and reduces time-to-first-value.
- Develop customer health scoring models, success metrics, and reporting systems to proactively identify risks and opportunities.
- Drive retention strategies and renewal processes through consistent customer engagement and value realization.
- Identify and execute account expansion opportunities within existing customer portfolios.
- Create, document, and continuously improve scalable customer success playbooks, workflows, and best practices.
- Establish strong feedback loops between customers and internal teams to influence product improvements and strategic decisions.
- Build a data-driven customer success function that balances operational efficiency with exceptional customer experiences.
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