Customer Success Lead

Social Leverage; Toronto; On-site; CAD 90,000 - 150,000; Full time

Benefits offered by this job

Equity

Annual international offsite

Team lunches & meetups in Toronto

Health & wellness stipend

Job summary

Ribbon is seeking a Customer Success Lead in Toronto to be the first dedicated CS leader, a hands-on player-coach driving onboarding through renewal for enterprise customers.

You will build the CS playbook, partner with Product and Engineering, drive adoption and measurable business impact, and own retention and expansion across strategic accounts in a fast-growing AI company.

Qualifications

• 5–7 years of experience in customer-facing roles (Customer Success, Account Management, Implementation) in B2B SaaS.
• Experience owning complex enterprise customers and building relationships with executives.
• Hands-on with customers while helping lead broader CS function.
• Strong track record of driving adoption, retention, renewals, and expansion in enterprise settings.
• Experience with collaborating with Product and Engineering on implementations and feedback.
• Excellent executive communication skills for conversations with senior talent leaders.

Responsibilities

• Own customer success end-to-end from onboarding through adoption, renewal, and expansion.
• Lead customer calls, implementations, business reviews, and escalations.
• Build CS playbook: processes, systems, metrics, and operating rhythms to scale.
• Drive adoption and measurable business outcomes for Ribbon customers.
• Own retention, renewals, and expansion opportunities across strategic accounts.
• Partner with Product/Engineering to surface needs and improve the platform.
• Build for scale by standardizing and documenting best practices as the customer base grows.
• Own net revenue retention (NRR) and expansion; manage growth opportunities across teams.

Skills

Account Management

Customer Success

Executive communication

Organizational Skills

Relationship Building

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.

Location Toronto, ON, Canada

Work Mode On‑site

Seniority Associate

Function Customer Service, Sales & Business Development

Company Size 11-50 employees

Skills Account Management Customer Success Enterprise Application Software Organizational Skills