Customer Experience Lead - AI Bookkeeping (SaaS)

Kick, Inc.; Toronto; On-site; CAD 100,000 - 150,000; Full time

Benefits offered by this job

Generous equity

CAD salary: 100k-150k with benefits

Medical, dental, vision

Job summary

Kick, Inc. is redefining how modern businesses operate with an AI-native approach and an in-house customer experience focus.

The Customer Experience Lead will work with Business Owners and Accountants to ensure success, translating learnings into product feedback and shaping onboarding through renewal content. You will optimize processes, collaborate across teams, and build the playbook for how to serve customers and partners.

Qualifications

• Strong accounting knowledge across complex workflows for small to large businesses.
• 3–7+ years in SaaS Customer Success, CX Ops, or Implementation.
• Exceptional writing and verbal communication with precision.

Responsibilities

• Optimize annual close delivery with Ops, Eng, and CX to target $1M ARR/FTE capacity.
• Partner with Sales, Partnerships, Growth to deliver world-class customer experiences.
• Design repeatable processes across the customer journey from onboarding to renewals.
• Identify opportunities to increase expansion revenue and retention through seamless experiences.
• Contribute to internal knowledge base and train future team members.

Skills

Accounting domain knowledge

Excellent written communication

Excellent verbal communication

Education

MS/MBA

CPA

EA

Job description

Kick, Inc. is redefining how modern businesses operate with an AI-native approach and an in-house customer experience focus.

The Customer Experience Lead will work with Business Owners and Accountants to ensure success, translating learnings into product feedback and shaping onboarding through renewal content. You will optimize processes, collaborate across teams, and build the playbook for how to serve customers and partners.