🛠 Tech Stack

💼 About This Role

You'll shape and execute global customer success and support strategy for a fast-growing enterprise SaaS organization. You'll oversee the full post-sales journey, driving adoption, retention, and long-term value for a diverse global customer base. This role is a high-impact leadership position in a remote-first environment.

🎯 What You'll Do

• Define and execute customer success strategies for retention and expansion.
• Build and maintain executive-level relationships with enterprise customers.
• Oversee global customer support operations ensuring SLA compliance.
• Monitor customer health metrics and proactively mitigate risks.
• Lead, coach, and develop customer success and support teams.

📋 Requirements

• 8+ years in Customer Success, Technical Support, or SaaS operations.
• 3+ years of leadership experience managing customer-facing teams.
• Expertise in customer lifecycle management and support operations.
• Experience with CRM, support, and analytics platforms like Zendesk, Azure DevOps.

✨ Nice to Have

• Proven ability to manage executive-level relationships and complex escalations.
• Strong analytical mindset to drive actionable insights from customer data.

🎁 Benefits & Perks

• 🏖️ Remote-first work environment
• 💰 Competitive salary range CAD 110k–130k
• 🏥 Fully employer-paid medical, dental, vision
• 📈 Employee stock ownership and retirement matching
• 🎁 3 weeks vacation + 5 personal days

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Leadership Interview· 60 min