Head of Customer Success

ZeroTek, Inc.; Ottawa; Remote; CAD 130,000 - 140,000; Full time

Job summary

A leading B2B SaaS company is seeking a Head of Customer Success to drive retention and expansion during a key growth phase. This role involves strategic leadership, managing customer success metrics, and ensuring exceptional partner experiences while working closely with various teams. The ideal candidate will have extensive experience in customer success and a proven ability to scale functions in a high-growth environment.

Benefits

Competitive salary

Comprehensive benefits package

Employee stock options

Flexible remote work environment

Opportunity to shape Customer Success function

Qualifications

• 6-10 years in Customer Success, with 3-5 years leading teams in B2B SaaS.
• Proven track record in improving Customer Success metrics.
• Experience in high-growth environments.

Responsibilities

• Lead Customer Success strategy and manage team performance.
• Own and improve Customer Success KPIs.
• Work cross-functionally with Product, Sales, and Support.

Skills

Strategic thinking

Effective communication

Leadership

Data-driven mindset

Collaboration

Tools

HubSpot

Customer Success tools

Job description

Intro Video - Quick Message from the CEO about the role!

NOTE : We are not accepting candidates outside of Canada at this time.

Location : Remote (Canada, preference for Ottawa or EST timezone)

Type : Full-time

Reporting to : CEO - Neil Arsenault

About ZeroTek

ZeroTek is a profitable, employee-owned B2B SaaS company that provides a Secure Identity Access and Business Management platform built specifically for MSPs and MSSPs. We're trusted by managed service providers across North America to deliver modern, Okta-integrated solutions that drive security, operational efficiency, and customer trust.

We've been growing since 2020, and now we're ready to level up our Customer Success function - and we're looking for the right person to lead that evolution.

The Role

We're looking for a Head of Customer Success to fully own and scale our Customer Success function during a key stage of company growth. You'll lead the CS strategy, manage team performance, and be directly accountable for driving retention, expansion, and long-term partner success.

As a member of the leadership team, you'll work cross-functionally to align customer goals with business strategy, forecast revenue trends, and ensure our MSP partners receive an exceptional experience at scale. This role combines strategic leadership with hands-on execution - ideal for someone who has built or led CS functions at a growth-stage B2B SaaS company (e.g., late Series A, early Series B, or ~$10-15M ARR) and is now ready to scale Customer Success from the ground up in a high-impact, partner-centric environment.

Key Responsibilities

• Represent Customer Success at the leadership level - shaping company and product strategy through the voice of the customer
• Own Customer Success KPIs (onboarding, NRR, GRR, expansion, churn and contraction) and lead forecasting, reporting, and insights for churn, contraction, and expansion across the partner base
• Directly manage key accounts and serve as the senior escalation point for complex or at-risk partners
• Iterate on the full customer lifecycle - from onboarding to expansion - to optimize partner outcomes and drive retention
• Establish, maintain, and improve scalable CS systems, processes, and tooling (e.g. health scoring, QBRs, renewals, onboarding)
• Manage day-to-day CS operations, including ownership of HubSpot for Customer Success data and reporting
• Act as a player-coach - supporting and mentoring team members while also owning and executing core CS initiatives
• Work cross-functionally with Product, Sales, and Support to ensure partner needs are understood and prioritized in roadmap and service delivery

What We're Looking For

Experience

• 6-10 years of experience in Customer Success or related roles, with 3-5 years leading CS teams in B2B SaaS
• Proven track record of owning and improving key Customer Success metrics across the customer lifecycle, including retention, growth, and onboarding effectiveness
• Experience building or scaling Customer Success functions, systems, and processes from the ground up at a growth-stage company (e.g., late Series A, early Series B, or ~$10-15M ARR if bootstrapped)
• Demonstrated ability to represent Customer Success at the executive level - including forecasting, reporting, and cross-functional alignment with Product, Sales, and Support
• Thrives in high-growth, entrepreneurial environments, with the ability to operate independently and lead through ambiguity

Skills

• Strategic thinker and proactive executor - able to design and lead CS strategy while rolling up your sleeves to get things done
• Effective communicator at all levels, including C-suite - skilled at simplifying complex topics for both technical and non-technical audiences
• Deep understanding of Account-Based Success strategies and partner enablement - able to drive growth by aligning value delivery across partner organizations
• Strong leadership and coaching ability - leads with empathy while empowering team members through clear guidance, support, and performance feedback
• Executive presence and confidence managing tough conversations, escalations, and high-stakes customer situations
• Highly organized and self-motivated - thrives in ambiguous environments and able to prioritize and drive results with minimal oversight
• Data-driven mindset - fluent in Customer Success metrics, tooling, and reporting (e.g., NRR, CSAT, usage data, QBRs)
• Collaborative and cross-functional - experienced in working closely with Sales, Product, and Support to deliver end-to-end partner success

Nice to Have

• Experience working with MSPs, MSSPs, or the IT service provider space
• Familiarity with Okta, IAM, or security tools
• Hands-on experience with Customer Success tools like HubSpot, Catalyst, ChurnZero, or similar
• Experience scaling Customer Success in a remote-first or distributed team environment

What We Offer

• Competitive salary - $130-140K CAD
• Comprehensive benefits package designed to support you and your family's health, well-being, and peace of mind
• Employee stock options (equity)
• Modern tech stack to empower high-impact work
• Flexible remote work environment
• Ownership mentality : we're building something meaningful, and everyone plays a part
• Opportunity to shape the Customer Success function at a fast-growing, mission-driven company
• A seat on the rocket ship - buckle up!

Apply Now

If you're excited to lead, build, and deliver - and want to help shape the future of secure IT services for MSPs - we'd love to hear from you.