Customer Success Lead

Keep; Canada; Remote; CAD 80,000 - 120,000; Full time

Job summary

Join Keep as a Customer Success Lead to drive retention and growth in a rapidly expanding fintech landscape. You'll lead a dedicated team to strengthen client relationships and implement effective processes, contributing to our mission of reshaping banking experiences across Canada. This role offers the chance to make a significant impact in a vibrant startup culture focused on innovation and customer satisfaction.

Qualifications

• Experience leading customer success or account management teams in high-growth environments.
• Proactive, structured, and thriving at the intersection of customer experience, process, and growth.
• Strong people manager who builds trust and helps team members level up.

Responsibilities

• Coach and support a growing team of account managers.
• Engage key accounts, ensuring we deliver value and develop strong partnerships.
• Track customer engagement and identify opportunities for retention and value expansion.

Skills

Leadership

Customer engagement

Process management

Data analysis

Proactivity

Job description

Our Journey at Keep

At Keep, we embarked on a mission with a powerful question: Why hasn't the banking experience caught up with the rapid pace of technology?

This continues to fuel our passion for reshaping the Canadian fintech landscape. We provide businesses with a comprehensive suite of cross-border banking services, offering everything from credit cards to deposit accounts, currency conversions, and revenue financing.

With a team of seasoned global startup veterans with successful exits, Keep is committed to leading the charge as Canada's next-generation fintech institution. Backed by VCs in the fintech sector, we're racing ahead, expanding our reach and impact like never before.

About the Role

We’re hiring an Customer Success Lead at Keep to help drive retention, customer growth, and strategic alignment across our customer success function. You’ll play a pivotal role in strengthening our relationships with existing customers, leading a small team, and ensuring our highest-value clients remain engaged and supported. This is an opportunity to bring structure to a growing team, shape repeatable processes, and build long-term impact from the ground up.

Who We're Looking For

• You have experience leading customer success or account management teams in high-growth environments.

• You’re proactive, structured, and thrive at the intersection of customer experience, process, and growth.

• You’re a strong people manager who builds trust, understands individual strengths, and helps team members level up.

• You know how to turn qualitative and quantitative inputs into actionable strategies, even if you’re not deep in the data yourself.

• You’re comfortable operating in ambiguity and can balance fast-paced execution with long-term thinking.

• You have strong customer presence, and you’re confident leading high-stakes conversations with top-tier clients.

• Experience in fintech, SaaS, or a regulated industry is a plus—but not required.

Key Responsibilities:

• Lead and Enable the Customer Success Team:

  • Coach and support a growing team of account managers.

  • Introduce consistent workflows, planning cadences, and frameworks to help the team operate with focus and intent.

• Engage and Grow Customer Relationships:

  • Own executive relationships with key accounts, ensuring we’re delivering value, supporting goals, and building strong partnerships.

  • Lead strategic conversations, manage escalations, and act as a trusted point of contact for high-value customers.

• Drive Customer Health and Commercial Impact

  • Track engagement and satisfaction across the customer base.

  • Identify opportunities to deepen product usage, expand account value, and improve retention based on insight and customer needs.

• Build Scalable Systems and Processes

  • Design and implement repeatable programs that drive consistency, visibility, and efficiency across the function.

  • Collaborate with RevOps, Product, and Support to close gaps and improve the customer experience.

• Contribute to Cross-Functional Strategy

  • Represent the customer in planning and strategy conversations.

  • Share insights that shape product direction, influence go-to-market plans, and drive customer-led decisions.

Why You Should be Excited About This Role

• Build and lead a critical function at a rapidly growing fintech.

• Shape the customer journey for businesses across North America.

• Work directly with leadership to influence strategy and decision-making.

• Help Keep scale by driving retention, satisfaction, and customer revenue.

• Operate with autonomy and make a visible impact on company growth.

Why Join Keep?

• We’re a fintech startup building a modern financial ecosystem for SMBs across Canada.

• Join a team rewriting the rules of business banking, backed by top VCs and strong momentum.

• Work in a remote-friendly, high-ownership culture built on speed, transparency, and results.

• Collaborate with sharp, mission-driven people who care deeply about customers and each other.

• Help redefine how businesses experience financial services and grow through smarter tools.

Why This Might Not Be a Good Fit

• If you prefer managing rather than leading, this role may require more ownership than you’re used to.

• If you’re more comfortable sticking to plans than challenging them, you may find the pace limiting.

• If ambiguity or cross-functional collaboration aren’t your thing, Keep might feel too fluid.

• If you want a highly defined role with minimal change, the startup pace and scope may feel too dynamic.

What’s the Interview Process Like?

1. People Screening with Deisy (30 min): Learn about your background and assess cultural alignment.

2. Hiring Manager Interview with Steve, Interim Client Lead (45 min): Explore your approach to leadership, execution, and customer management.

3. Interview with Thomas, Risk Lead (30 min): Assess operational judgment and ability to work cross-functionally.

4. Project Presentation: Share your thinking and approach to a real-world challenge relevant to the role. We’ll be looking at how you structure your ideas, prioritize, and communicate your plan.

5. Reference Check

6. Offer

Want to Learn More?

Head over to our webpage to discover more about us. Take a peek at our Glassdoor profile to see what our Keepers are saying, and stay tuned for exciting updates on our LinkedIn page and learn about our values and benefits on our career page.

Commitment to Diversity and Inclusion

Keep provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.