Head of Customer Success

RLDatix group; Toronto; On-site; CAD 120,000 - 180,000; Full time

Job summary

RLDatix is seeking a Head of Customer Success to lead their North America Customer Success Management. This key leadership role focuses on driving customer satisfaction, retention, and engagement while overseeing onboarding and strategic initiatives. Ideal candidates will have extensive SaaS experience and a passion for healthcare innovation.

Qualifications

• 15+ years in customer success, account management, or SaaS leadership.
• Proven success managing large ARR portfolios.
• Strong executive presence and ability to influence.

Responsibilities

• Lead the customer success team to enhance engagement and retention.
• Drive customer satisfaction through strategic initiatives.
• Collaborate cross-functionally to ensure customer alignment.

Skills

Data analytics

Change management

Customer satisfaction improvement

Influencing C-suite

Tools

CRM

AI tools

Customer success platforms

Job description

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What You Will Do

The VP of Customer Success is responsible for leading and overseeing Customer Success Management across RLDatix’s North America region. This includes onboarding new clients, managing account health, and ensuring successful usage of our solutions through strategic initiatives. The role focuses on driving customer satisfaction, retention, and maximizing the value derived from our software, supporting safer healthcare practices aligned with RLDatix’s mission.

This position also involves collaborating effectively with teams such as Sales, Customer Support, Product, and Services to enhance customer experience and organizational alignment.

Key Responsibilities

Strategic Leadership & Vision

• Develop and implement a comprehensive customer success strategy aligned with RLDatix’s global and regional goals.
• Enhance customer engagement models, leveraging automation and segmentation for optimal interactions.
• Foster collaboration across departments to support customer success initiatives.

Customer Success & Retention

• Drive retention, renewals, and growth by managing key metrics and developing proactive strategies.
• Implement churn mitigation tactics and identify upsell opportunities.
• Create joint success plans and business reviews that align with customer objectives.

Operational Excellence & Team Leadership

• Build and lead a high-performing customer success team.
• Utilize analytics to measure success and optimize processes.
• Implement and manage customer success platforms and CRM systems.

Cross-Functional Collaboration

• Provide feedback to product teams on improvements and innovations.
• Partner with sales and marketing to develop customer-centric campaigns.
• Lead customer advocacy efforts through testimonials, webinars, and industry events.

Industry Engagement & Thought Leadership

• Represent RLDatix at conferences and industry events as a trusted advisor.
• Build strategic partnerships to enhance brand presence and influence.

Qualifications & Experience

• 15+ years in customer success, account management, or SaaS leadership, with enterprise and midmarket experience.
• Proven success managing large ARR portfolios and improving customer satisfaction metrics.
• Experience in change management and supporting customer migrations.
• Strong executive presence and ability to influence C-suite stakeholders.
• Proficiency in data analytics, customer success platforms, CRM, and AI tools.

This role is ideal for a dynamic leader passionate about healthcare innovation, customer success, and organizational growth. Join RLDatix to lead a top-tier Customer Success organization and make a meaningful impact in healthcare safety.