Customer Success Ops Leader: Enablement & Metrics

Fliplet; Remote; CAD 120,000 - 150,000; Full time

Job summary

A dynamic technology company is seeking a Head of Customer Success to own the Customer Success engine and ensure predictable delivery and measurable adoption. This role requires strong operational leadership, with responsibilities including defining CS metrics, leading the CS team, and aligning objectives with account strategy. Candidates should have experience in a B2B SaaS environment, with a focus on data-driven decisions and capacity planning. The company operates in Canada and promotes a culture of continuous improvement.

Qualifications

• Led Customer Success or CS Operations in a B2B SaaS environment.
• Owned CS metrics, OKRs, and reporting.
• Strong operational background: capacity planning and process design.

Responsibilities

• Own and run the Customer Success engine end to end.
• Define, own, and report on CS metrics that underpin retention.
• Lead, coach, and performance-manage the CS team.

Skills

Customer Success metrics ownership

Operational excellence

Data-driven decision-making

Process design

People leadership

Education

Experience in B2B SaaS environment

Tools

HubSpot

Job description

A dynamic technology company is seeking a Head of Customer Success to own the Customer Success engine and ensure predictable delivery and measurable adoption. This role requires strong operational leadership, with responsibilities including defining CS metrics, leading the CS team, and aligning objectives with account strategy. Candidates should have experience in a B2B SaaS environment, with a focus on data-driven decisions and capacity planning. The company operates in Canada and promotes a culture of continuous improvement.