💼 About This Role

You'll lead a small Customer Success team for an AI-driven sales platform, ensuring customer lifecycle success from onboarding to renewal. You'll own KPIs, churn prevention, and cross-functional alignment to drive retention and expansion. Based near Vancouver for in-person collaboration, you'll shape a high-accountability culture.

🎯 What You'll Do

• Own onboarding, handoffs, and lifecycle playbooks from close to renewal
• Define and own KPIs across adoption, health, churn, NRR, renewals
• Hire, onboard, and scale critical CS roles as the business grows
• Own churn prevention strategy and early risk identification

📋 Requirements

• 5+ years leading Customer Success, Account Management, or Post-Sales teams
• Experience managing multi-function CS organisations (CSMs, Support, SEs)
• Proven track record of improving retention and NRR
• Strong operational and KPI-driven leadership

✨ Nice to Have

• Experience in SaaS or AI-driven platforms
• Built or scaled CS teams in a growth-stage company
• Familiarity with health scoring, renewal forecasting, and churn modelling

🎁 Benefits & Perks

• 📈 Comprehensive training program and regular performance reviews
• 💰 Competitive compensation based on experience
• 🎁 Great referral programs with incentives and bonuses
• 🏷️ Unbelievable product discounts for your own business
• 🌍 Global workforce of multi-cultural colleagues

📨 Hiring Process

Please provide an updated resume IN ENGLISH (PDF or Word formats only), quoting the position title in the subject line of your cover letter.

🚩 Heads Up

• No salary range provided in listing
• Extensive background checks including credit check and criminal record check
• Broad 'other duties as assigned' clause