Head of Client Success

Purelend Technologies Inc.; Calgary; Presencial; CAD 80.000 - 120.000; Jornada completa

Descripción de la vacante

A fast-growing FinTech startup in Calgary seeks a Client Success Manager to own the post-signature client journey. In this role, you will manage implementation projects with national lender networks and build your processes from the ground up. You should have 5–10 years of experience in SaaS implementation, strong project management skills, and be comfortable discussing APIs and integrations. This role offers the chance to establish a pivotal function within the company as it scales.

Formación

• 5–10 years of experience in implementation, onboarding, or customer success in B2B SaaS.
• Proven track record managing technical onboarding projects.
• Strong project management skills and attention to detail.

Responsabilidades

• Own 5–8 client implementation projects simultaneously.
• Coordinate between client and internal teams for successful onboarding.
• Build processes and documentation for scalability.

Conocimientos

Project management

B2B SaaS experience

Technical onboarding

Communication skills

Experience with financial institutions

Descripción del empleo

Location: Calgary, AB | Department: Client Success | Reports to: Lucas Scheer (Co-founder)

About Purelend

Purelend is an early-stage company operating at the frontier of FinTech and AI. Our small, tight-knit founding team is reimagining banking technology, starting with mortgage loans. We're fully automating the manual checks and underwriting which historically have meant hours or days of frustrating manual work. Our customers and their clients get what they want faster: a funded mortgage.

Our platform is already used by mortgage brokers and lenders across Canada, including some of the country's most important lenders. We're growing fast and we want every new customer to get the most out of the platform. That's where this role comes in.

We're a small team, growing fast, and we just crossed significant revenue milestones with a pipeline of national lender and broker network deals that could multiply quickly.

The Role

We need someone to own the entire post-signature client journey: implementation, onboarding, ongoing success, and expansion.

This is our first dedicated hire for this function. You won't be inheriting a playbook. You'll be building it.

What You'll Actually Do

• Own 5–8 client implementation projects simultaneously, from signed contract to live in production
• Run kickoff calls, build project plans, set milestones, and track deliverables on both sides
• Coordinate between client teams (IT, compliance, operations) and our product/engineering team
• Manage integration scope and timelines without needing to write the code yourself
• Be the primary point of contact for clients like national lender networks, banks, and large brokerage teams
• Identify expansion opportunities within existing accounts
• Build the processes, templates, and documentation that let this function scale beyond you

The Clients You'd Be Working With

These aren't small accounts. You'll be managing implementations with national mortgage networks, lenders, and large brokerage teams. They have IT departments, compliance requirements, and integration timelines. They expect a credible, organized partner on the other side.

What We're Looking For

• 5–10 years of experience in implementation, onboarding, or customer success at a B2B SaaS company
• You've personally run technical onboarding projects (not just managed existing accounts)
• Comfortable in conversations about APIs, integrations, and data flows without being an engineer
• Experience working with financial institutions or regulated industries is a strong plus
• You've been at an early-stage company before (employee #3–20) and know what it means to build from scratch
• Strong project management instincts — you keep a tight tracker, follow up relentlessly, and don't let things slip between the cracks
• You can sit across from a VP at a national lender and run the meeting

What We're Not Looking For

• Someone who needs an established playbook, a support team, and a solutions architect before they can start
• A pure relationship manager who's great at dinners but can't run a project plan
• Someone who's only worked at large companies with large teams underneath them

Why This Role Is Interesting

You'd be building the client success function at a company that's at an inflection point. The product works. Revenue is growing. The pipeline is full. The gap is someone to make sure every signed deal turns into a happy, expanding customer. You're building a major part of the company.