Head of Customer Success

About the role

We are looking for a strategic and hands‑on Head of Customer Success to build and scale a world‑class customer experience function within a fast‑growing technology company based in Canada. The role will redefine how customers receive value, moving from traditional support to a growth‑focused partnership model.

Key responsibilities

• Design and implement a customer success operating model, including segmentation, coverage strategies, account planning, health indicators, renewal workflows and scalable programs.
• Lead, coach and develop a high‑performing customer success team, establishing clear expectations and a culture of ownership.
• Manage strategic customer relationships, ensuring clear objectives, adoption plans, stakeholder alignment, risk visibility and growth opportunities.
• Enable customer success managers to act as trusted growth partners, identifying opportunities and recommending impactful solutions.
• Collaborate closely with product, engineering, sales, support and advisory teams to improve customer outcomes.
• Translate recurring challenges into reusable resources such as playbooks, training materials and documentation.
• Define, track and improve metrics related to adoption, health, retention, expansion and overall business impact.
• Participate in strategic conversations with customers and internal teams to resolve complex issues.

Required profile

• 8+ years of experience in Customer Success, Account Management, Customer Growth, Strategic Consulting or a related customer‑facing leadership role.
• 4+ years of experience leading and scaling customer success teams.
• Strong commercial thinking combined with technical curiosity and operational excellence.
• Proven ability to influence cross‑functional stakeholders and drive results in a fast‑moving technology environment.

Required skills