Head of Customer Success

LTV; Toronto; On-site; CAD 150,000 - 200,000; Full time

Job summary

A high-growth e-commerce tech firm in Toronto is seeking a Head of Customer Success to drive customer engagement for major brands. The successful candidate will have 6–10 years of experience in customer success or account management, ideally within a SaaS context. This role offers significant compensation and equity, emphasizing the importance of strategic customer relationships and proactive success strategies.

Benefits

Equity opportunity

Competitive compensation

Qualifications

• 6–10+ years of experience in customer success, account management, or e-commerce strategy roles.
• Proven success managing enterprise e-commerce brands with $100M–$1B+ in GMV.
• Excellent communicator with ability to influence cross-functionally.

Responsibilities

• Own relationships with largest e-commerce customers, ensuring growth.
• Develop and scale proactive success strategies to drive engagement.
• Build a high-performing customer success function including hiring and training.

Skills

Customer success management

Account management

E-commerce strategy

Excellent communication

Team leadership

Deep empathy for operators

Job description

At LTV.ai, we’re redefining customer engagement for e-commerce brands by empowering them with their own AI-powered ambassadors to deliver hyper-personalized Email and SMS interactions at an unprecedented scale.

Our platform enables brands to communicate with their audience in a natural and contextually relevant manner, driving higher engagement and conversion rates. While increasing LTV and driving measurable growth, we help brands stay focused on what matters most - the customer.

Why join us?

We’re a fast-moving team building a high-growth company that’s transforming the e-commerce industry.

As our Head of Customer Success, you’ll own the full customer journey post-sale - ensuring our most strategic brands realize maximum value from our platform while shaping the long-term success strategy for the company. You’ll work hand-in-hand with the founding team to build a world-class CS organization that proactively drives retention, expansion, and customer advocacy across billion-dollar GMV e-commerce brands.

This is a foundational role with massive scope - you’ll lead accounts with real stakes and build the systems and team that define what modern customer success looks like in AI-powered SaaS.

What you’ll do:

• Own relationships with our largest and most important e-commerce customers, ensuring we’re a critical growth driver for their business

• Develop and scale proactive success strategies that drive engagement, revenue expansion, and long-term retention

• Partner closely with product and engineering to bring operator-level insights into the roadmap and influence feature development

• Build a high-performing CS function - hiring, training, and coaching future CSMs as we scale

• Design onboarding and enablement processes that set customers up for success from day one

• Define and track core customer health metrics, account growth opportunities, and key success milestones

• Be a trusted thought partner to brands - helping them shape retention strategy, messaging, and campaign experimentation

• Represent the voice of the customer across internal discussions and external forums (calls, panels, podcasts)

What we’re looking for (ideally):

• 6–10+ years of experience in customer success, account management, or e-commerce strategy roles - ideally in a high-growth SaaS or DTC context

• Proven success managing enterprise e-commerce brands with $100M–$1B+ in GMV

• Strategic thinker who can balance long-term planning with fast-paced execution

• Excellent communicator with the ability to influence cross-functionally and externally

• Highly organized and process-oriented - you know how to scale what works

• Deep empathy for operators, marketers, and retention teams - you’ve been close to the problem space

• Passion for AI, marketing technology, and the future of customer communication

Compensation

• Depends a lot on the person but we compensate A players well

• Equity included

If you’re curious, ambitious, and hungry to build something big, feel free to email our founder directly [e-mail] - we’d love to hear from you.