Enterprise CS Leader - Scale Ops & Growth

Riva International, Inc.; Edmonton; On-site; CAD 120,000 - 180,000; Full time

Benefits offered by this job

Paid vacation starting with 3 weeks

Paid wellness time

Paid time off to volunteer with charit

Extended health care benefits

Professional development allowance

Job summary

Riva International, Inc. in Canada seeks a strategic leader to helm our Client Experience team. You will drive retention, expansion, and lasting client relationships while coordinating across Sales, Product, Marketing, Professional Services and Support.

Reporting to the VP of Global Sales, you will design scalable playbooks, implement AI-enabled workflows, establish KPIs (NRR, GRR, CSAT), and build an execution-focused culture that delivers measurable business outcomes.

Qualifications

• 5+ years of leadership in Enterprise SaaS Customer Success, Account Management, or Revenue Operations.
• Proven ability to design, build, and optimize repeatable processes and playbooks.
• Strong experience configuring CRM systems to track health, telemetry, and renewals.

Responsibilities

• Build and maintain executive-level relationships with enterprise accounts.
• Drive retention, satisfaction, and expansion to realize measurable business outcomes.
• Design scalable playbooks, onboarding workflows, and lifecycle frameworks.
• Integrate AI tools into daily operations to boost efficiency and personalize client journeys.
• Establish KPIs (NRR, GRR, CSAT, Time-to-Value) to measure health and AI adoption.
• Lead and mentor a results-driven Client Experience team.
• Collaborate with Sales, Product, Marketing, and Engineering on GTM strategies.

Skills

Enterprise SaaS Leadership

Customer Success Operations

CRM expertise (Salesforce)

Operational process design

Data-driven decision making

Executive stakeholder management

Strategic planning

Tools

Salesforce

Job description

Riva International, Inc. in Canada seeks a strategic leader to helm our Client Experience team. You will drive retention, expansion, and lasting client relationships while coordinating across Sales, Product, Marketing, Professional Services and Support.

Reporting to the VP of Global Sales, you will design scalable playbooks, implement AI-enabled workflows, establish KPIs (NRR, GRR, CSAT), and build an execution-focused culture that delivers measurable business outcomes.