Customer Success Lead

Ribbon; Toronto; On-site; CAD 120,000 - 180,000; Full time

Job summary

Ribbon is seeking a Customer Success Lead to be our first dedicated CS leader, a hands-on player-coach responsible for onboarding, adoption, renewal, and expansion for our largest enterprise customers. You’ll own relationships end-to-end, lead calls and implementations, and build CS playbooks and rhythms to scale.

You will drive retention and expansion, partner with Product and Engineering to surface needs, and help Ribbon translate customer feedback into product improvements as we scale.

Qualifications

• 5–7 years in Customer Success, Account Management, Implementation, or a similar customer-facing role, ideally in B2B SaaS.
• Experience owning complex enterprise customers and building relationships with both users and executive stakeholders.
• Wants to stay hands-on with customers while also helping lead the broader Customer Success function.
• Strong track record of driving customer adoption, retention, renewals, and expansion in an enterprise environment.

Responsibilities

• Own customer success end-to-end: onboarding through adoption, renewal, and expansion.
• Lead customer calls, implementations, business reviews, and escalations.
• Build CS playbook: processes, systems, metrics, and operating rhythms for scale.
• Drive adoption and outcomes by maximizing Ribbon usage and measurable business impact.
• Own retention and expansion with proactive renewals and growth opportunities.
• Shape the product through customer feedback with Product and Engineering.
• Build for scale by standardizing and documenting effective practices.
• Own NRR and expansion with accountability for growth across accounts.

Skills

Customer Success

Account Management

Executive stakeholder communication

Onboarding & implementations

Tools

Attio CRM

Job description

Help Ribbon’s customers transform how they hire while building the foundation for Customer Success at one of the fastest-growing AI companies in recruiting.

As our Customer Success Lead, you’ll be our first dedicated CS leader and a hands-on player-coach responsible for making our customers successful from implementation through adoption, expansion, and renewal. You’ll own relationships with some of our largest enterprise customers while building the processes, playbooks, and operating rhythms that will allow Customer Success to scale.

This is not a role for someone who only wants to manage a team. We’re looking for someone who loves being close to customers, solving problems, driving implementations, and jumping into the details. You’ll execute today while helping build the CS organization we’ll need tomorrow.

About Ribbon

Ribbon is building the future of hiring: faster, smarter, and built for scale. Recognized by Fast Company as one of the Most Innovative Companies of 2026 and featured by The New York Times, BBC, Inc., and Bloomberg, we’re helping employers find the right people 10× faster. Our always-on voice AI interviewer screens candidates in minutes, identifies top talent automatically, and frees recruiters to spend time where it matters most. We work with some of the largest Fortune 500 customers in automotive, self-storage, logistics, and high-volume hiring. Ribbon is helping teams dramatically reduce time-to-hire, raise candidate quality, and scale without adding headcount.

How you’ll make an impact

• Own customer success end-to-end: Manage key enterprise customers from onboarding through adoption, renewal, and expansion.

• Be a hands-on CS leader: Lead customer calls, implementations, business reviews, and escalations.

• Build the CS playbook: Create the processes, systems, metrics, and operating rhythms needed to scale Customer Success.

• Drive adoption and outcomes: Help customers maximize Ribbon usage and demonstrate measurable business impact.

• Own retention and expansion: Identify risk early, drive renewals, and uncover growth opportunities across strategic accounts.

• Shape the product through customer feedback: Partner with Product and Engineering to surface needs, solve recurring problems, and improve the platform.

• Build for scale: Standardize, automate, and document what works as the customer base grows.

• Own NRR and expansion: Be accountable for net revenue retention (NRR) across your customer portfolio, including an expansion quota and proactively identifying opportunities to grow existing accounts through increased usage and broader adoption across teams.

We are looking for someone who

• Has 5–7 years of experience in Customer Success, Account Management, Implementation, or a similar customer-facing role, ideally in B2B SaaS.

• Has experience owning complex enterprise customers and building relationships with both users and executive stakeholders.

• Wants to stay hands-on with customers while also helping lead the broader Customer Success function.

• Has a strong track record of driving customer adoption, retention, renewals, and expansion in an enterprise environment.

• Is comfortable partnering with Product and Engineering teams on implementations, integrations, escalations, and customer feedback.

• Has strong executive communication skills and can confidently lead conversations with senior talent leaders.

• Has experience using CRM systems, especially Attio, to manage customer relationships, account activity, renewals, and expansion opportunities.

• Is highly organized, accountable, and comfortable managing multiple enterprise customers and initiatives at once.

• Experience with HR tech, recruiting technology, ATS platforms, APIs, integrations, AI products, or enterprise software is a strong advantage.

Why Ribbon

• Competitive salary + meaningful equity. We want you thinking like an owner because you are one.

• Direct customer impact. You’ll shape how companies adopt AI in one of the most important parts of their business: hiring.

• Cutting-edge tech. Work with the latest AI tooling, not yesterday’s stack.

• High-growth environment. Join at the inflection point of a fast-scaling, VC-backed company.

• Health & wellness stipend. Your mind and body are part of the product.

• Annual international offsite. Each year, we take our team on an exciting journey to a different international destination. It’s more than just travel, it’s an investment in alignment and collaboration.

• Team lunches & meetups in Toronto. A flexible hybrid work environment.

Ready to Standout? How to Apply: