Head of Customer Success

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

Who are Fliplet?

Fliplet is a fast-growing no-code / low-code app-building platform used by over 60 leading law firms and professional services organisations globally.

We enable teams to build powerful mobile and web apps without traditional development effort — combining the speed of no-code with the flexibility of enterprise-grade configuration. Today, over 120,000 users across 20+ countries rely on Fliplet every month.

We’re at an important stage of growth: the product is proven, the client base is sophisticated, and the next phase is about operational excellence, consistency, and scale.

Role: Head of Customer Success (Operations & Enablement)

Mission

To own and run the Customer Success engine end to end — ensuring predictable delivery, measurable adoption, and scalable CS operations that support Account Management-led renewals.

This is an ops-led CS leadership role, not a relationship-only or renewal-owning position.

What you’ll be responsible for

1. CS metrics & performance ownership (non-negotiable)

You will define, own, and report on the CS input metrics that underpin retention and expansion, including:

• CSAT
• License Consumption Percentage (LCP)
• Customer Health Scores
• Service Day utilisation & ROI
• Adoption depth and time-to-value
• Delivery predictability and quality

You are accountable for:

• setting targets
• tracking performance
• explaining variance
• driving corrective action

You will also:

• Own the Customer Success data layer within the CRM (ideally HubSpot), ensuring CS metrics, health signals, reporting, and workflows are accurate, maintained, and consistently used as a source of truth.

2. CS methodology, systems & tooling

• Own and continuously improve Fliplet’s CS methodology
• Define and maintain:
  • playbooks
  • templates
  • workflows
  • AM ↔ CS handoffs
• Ensure consistency across accounts without unnecessary bureaucracy
• Translate strategy into repeatable execution

3. Service Day delivery ownership

• Own the end-to-end delivery of Service Day work
• Ensure projects are:
  • correctly scoped
  • commercially viable
  • delivered to a consistent standard
• Protect Service Days as a value lever, not just a delivery resource

4. Team leadership & development

• Lead, coach, and performance-manage the CS team (Senior & Junior)
• Set clear standards for:
  • delivery quality
  • client outcomes
  • professional behaviour
• Develop skills pathways and progression
• Build a high-accountability, low-drama culture

5. Goals, OKRs & performance cadence

• Own CS goal-setting and OKRs Align CS objectives with:
  • account strategy
  • Elevate (KPI) operating model
  • company priorities
• Run a clear performance cadence:
  • weekly metrics
  • monthly reviews
  • quarterly planning
• Adjust plans based on data, not intuition

6. Capacity & resource planning

• Own CS capacity forecasting and planning
• Identify pressure points early
• Make and communicate trade-offs clearly

7. Cross-functional leadership

• Work closely with:
  • Account Management (renewals & commercial strategy)
  • Support (trend analysis, escalations)
  • Product & Engineering (feedback loops, prioritisation)
• Act as the escalation point for complex client or delivery challenges

What this role is NOT

• ❌ Owning renewals or revenue targets (AM-led)
• ❌ A “relationship-only” CS role
• ❌ A delivery coordinator
• ❌ A consultant-style advisory position

What success looks like (12 months)

• CS metrics are clear, trusted, and used in decision-making
• AMs have confidence in CS inputs going into renewals
• Service Days are predictable and ROI-driven
• Delivery quality is consistent across clientsCapacity issues are forecast, not reactiveThe CS function runs without constant senior intervention

Experience we’re looking for

Required

• Led Customer Success or CS Operations in a B2B SaaS environment
• Owned CS metrics, OKRs, and reporting
• Experience with service-day / consulting / professional services models
• Strong operational background: capacity planning, process design, reportingProven people leadership and performance management experienceComfortable owning accountability without owning revenue

Attributes

• Oper ially minded, not fluffy
• Comfortable making decisions and trade-offs
• Clear communicator who creates alignment
• Data-driven, outcome-focused
• Calm and credible under pressure
• Values consistency, quality, and continuous improvement