Head of Customer Success - Crypto SaaS

The Crypto Recruiters; Toronto; On-site; CAD 90,000 - 130,000; Full time

Job summary

A tech recruitment firm in Canada is seeking a Tech Recruiter specializing in SaaS, AI, and Cybersecurity. The role involves owning retention and expansion strategies, establishing operational cadences, and implementing a churn/retention system. Ideal candidates should demonstrate experience in customer service and project management within the tech industry. This full-time position is based in Toronto, Ontario and offers an opportunity to work in the growing field of blockchain services.

Responsibilities

• Own retention and expansion.
• Establish CS operating cadence for renewals and risk review.
• Implement a churn/retention system with health scoring.
• Standardize onboarding and implementation handoffs.

Job description

The Tech Recruiter I SaaS I AI I Cybersecurity

Own retention and expansion. Build a CS machine that drives growth, reduces churn, and makes implementations repeatable.

• Establish CS operating cadence (weekly renewals/risk review, monthly exec reporting).
• Implement a churn/retention system: health scoring, churn taxonomy, renewal playbooks.
• Standardize onboarding + implementation handoffs with clear “time-to-value” milestones.
• Clarify ownership between CS vs Support vs Founder‑AM.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Customer Service and Project Management

Industries

Blockchain Services

Location: Toronto, Ontario, Canada