Customer Experience Lead, Business Owner

KICK; Toronto; On-site; CAD 100,000 - 150,000; Full time

Benefits offered by this job

$100,000-$150,000 CAD with generousequ

Comprehensive medical, dental, and视ion

Life insurance & disability coverage

Daily lunches, snacks, and beverages

Job summary

KICK in Toronto is seeking a CX Lead, Business Owner to work with accounting-focused customers and automate busy work in our AI-native platform. You will translate learnings into product feedback and design scalable processes across onboarding through year-end close and renewals.

You will partner with Sales, Partnerships and Growth to deliver exceptional customer experiences, identify expansion opportunities, and build a playbook for how to work with Business Owners and Accountants.

Qualifications

• Strong accounting knowledge and domain expertise across diverse clients.
• 2–4 years of accounting experience.
• Customer-obsessed, clear and precise written and verbal communication.
• Exceptional writing and verbal communication; articulate needs and recommendations.

Responsibilities

• Optimize close practices with Product, Engineering and AI teams to hit ARR per FTE capacity.
• Partner across Sales, Partnerships and Growth to deliver world-class customer experiences.
• Design repeatable processes across onboarding to year-end close and renewals.
• Identify opportunities to increase expansion revenue and retention with a seamless experience.
• Shape the internal knowledge base and train future team members.
• Respond to customer inquiries with clarity, empathy and action.

Skills

Accounting knowledge

Domain expertise

Customer obsession

Communication skills

Education

MS/MBA or CPA/EA

Advanced business credentials

Job description

About the Role

Kick is reimagining what it's like to run a modern business, where much of the busy work gets automated. The CX Lead, Business Owner will work at the edge of what's possible in this AI-native world, where revenue is driven by the amount of value generated for our Business Owner and Accountant customers.

You will use your domain expertise in accounting and work with small business owners to make sure they are successful and translate learnings into product feedback.

What you'll do

• Optimize our close best practices in collaboration with Product, Engineering and AI teams with the goal of $1M ARR/FTE capacity.
• Partner across Sales, Partnerships, Growth to deliver a world-class experiences for customers.
• Design repeatable processes across the customer journey from handoff to year-end close and renewals.
• Identify opportunities to increase expansion revenue and customer retention by delivering a seamless experience.
• Shape our internal knowledge base, train future team members and “build the playbook” on how to work best with Business Owners and Accountants.
• Respond directly to customer inquiries across onboarding and support with clarity, empathy, and action.

What we're looking for

• Domain expertise (Strong accounting knowledge required, CPA preferred) working with complex accounting workflows across small to large businesses
• 2-4 years of accounting experience
• Customer-obsessed, you care about the experience on the other end of every response, not just whether the ticket is technically resolved
• Exceptional writing and verbal communication, articulating customer needs and internal recommendations with precision.

Bonus Points For

• Empathy for Entrepreneurs; been self-employed, run a side business, or served small-business owners.
• You were an early employee or founder at a startup
• Advanced undergraduate and graduate business credentials (MS/MBA, CPA, EA) or a background in consulting or advisory.

Location

This role is in person in our Toronto, Canada office.

What We Offer

• $100,000-$150,000 CAD with generous equity
• Comprehensive medical, dental, and vision for you and your family
• Life insurance & disability coverage
• Daily lunches, snacks, and beverages (coffee, matcha, carbonated)

We’re building a world-class team of creative thinkers and doers from diverse backgrounds. If you’re excited by this role—even if your experience isn’t a perfect match,we want to hear from you.