Head of Customer Success

Enkel; Vancouver; On-site; CAD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a Head of Customer Success to lead their Account Management and Onboarding teams. In this pivotal role, you will enhance client experiences, drive retention, and ensure operational excellence. Your strategic vision and strong leadership will foster long-term relationships and empower your team to deliver exceptional service. Join a dynamic and innovative firm where your contributions will directly impact client success and shape the future of cloud-based accounting solutions. If you're ready to make a meaningful difference in a fast-paced environment, this opportunity is for you.

Benefits

Flexible work hours

Professional development opportunities

Collaborative team environment

Health benefits

Remote work options

Qualifications

• 7+ years in Customer Success or Account Management, preferably in B2B or SaaS.
• Strong understanding of financial operations and accounting services.

Responsibilities

• Lead and develop the Account Management and Onboarding teams for high performance.
• Drive customer retention and satisfaction through proactive strategies.

Skills

Customer Success Management

Team Leadership

Client Relationship Management

Project Management

Analytical Skills

Problem-Solving

Communication Skills

Education

Bachelor’s or Master’s degree in Accounting or Finance

Relevant certifications (e.g., CPA or CPB)

Tools

Customer Relationship Management (CRM) software

Project Management Tools

Job description

About Us

Enkel is a forward-thinking accounting and technology firm dedicated to providing cloud-based bookkeeping and accounting solutions to Canadian businesses and Not-for-Profit organizations. Our vision is to be the trusted financial partner for our clients, offering accurate and timely financial reporting that empowers better business decisions. Our expertise spans bookkeeping, payroll, accounts payable, accounts receivable, and financial reporting, ensuring our clients receive best-in-class financial management support.

What Your Day Looks Like

As the Head of Customer Success, you will lead the Account Management and Onboarding teams to deliver exceptional client experiences, drive high retention, and continuously improve service delivery. This role involves managing a team of technical account managers and project coordinators who serve as primary client contacts throughout the onboarding phase and ongoing services. The ideal candidate will establish best practices, drive high team performance, proactively enhance customer satisfaction, and identify growth opportunities within existing accounts. The role requires strategic vision, strong leadership, and a commitment to fostering long-term client relationships while ensuring operational excellence.

Key Responsibilities

• Lead, mentor, and develop the Onboarding and Account Management teams to ensure high performance and strong client relationships.
• Drive customer retention by proactively monitoring client health, managing client expectations, and ensuring seamless service delivery.
• Oversee and improve the onboarding experience, ensuring new clients transition smoothly from sales to service and are successfully set up on the necessary tools and processes.
• Ensure account managers conduct regular client check-ins (monthly/quarterly), track customer satisfaction, and address escalations promptly.
• Implement strategies to increase client satisfaction, drive renewals, and identify upsell opportunities within existing accounts.
• Develop standardized playbooks, processes, and KPIs to optimize the performance of both teams and enhance customer experience.
• Collaborate cross-functionally with Sales, Delivery, and Customer Support to ensure a seamless customer journey and consistent service quality.
• Monitor and analyze key customer success metrics, making data-driven recommendations for improvement.
• Act as an escalation point for high-priority client issues, ensuring resolutions are handled effectively and efficiently.
• Foster a culture of accountability, continuous learning, and client advocacy within the Customer Success team.

What You Bring

• Bachelor’s or Master’s degree in Accounting, Finance, or a related field; relevant certifications in bookkeeping or accounting (e.g., CPA or CPB) are a plus.
• 7+ years of experience in Customer Success, Account Management, or Client Services, preferably in a B2B professional services or SaaS environment.
• Proven experience leading and managing teams, particularly account managers and onboarding specialists, with a focus on high performance.
• Strong understanding of financial operations and accounting services, including bookkeeping, payroll, AP, etc.
• Project management and technology implementation experience.
• Experience designing and implementing processes to improve efficiency and improve client experience.
• Track record of improving client retention, satisfaction, and revenue growth through proactive customer success strategies.
• Excellent communication, problem-solving, and relationship management skills.
• Ability to implement and scale customer success processes, including metrics-driven performance management.
• Strong analytical skills with the ability to monitor and improve key customer success KPIs.
• Comfortable working in a fast-paced, client-focused environment.
• Experience working with cross-functional teams across separate geographical locations.

Why Join Us?

• Opportunity to shape and lead the Customer Success function in a growing cloud accounting company.
• Work closely with a talented and passionate team dedicated to delivering exceptional client experiences.
• Make a meaningful impact on clients by ensuring they receive top-tier financial management support.