Head of Customer Success — Scale a World‑Class Team (Hybrid)

Brex; British Columbia; Hybrid; CAD 179,000 - 225,000; Full time

Job summary

A leading fintech company seeks a Manager of Customer Success to develop a high-performing team. You will drive customer adoption and retention by delivering a seamless experience. The ideal candidate has over 5 years in customer success roles, with a track record of team leadership and performance management. This hybrid role is based in Vancouver, requiring a minimum of two days in the office weekly.

Benefits

Up to four weeks of fully remote work per year

Competitive environment with team recognition

Qualifications

• 5+ years in customer success/account management roles and at least 2+ years leading high-performing teams in SaaS or fintech environments.
• Proven experience managing a team with performance quotas, including retention and expansion metrics.
• Strong technical understanding to engage in technical discussions.

Responsibilities

• Hire, mentor and develop a high-performing team of Customer Success Managers.
• Own and be measured on team-based metrics like Net Revenue Retention (NRR) and churn reduction.
• Partner with customer-facing teams to shape the customer journey.

Skills

Customer relationship management

Team leadership

Performance metrics

Technical acumen

Dynamic adaptability

Job description

A leading fintech company seeks a Manager of Customer Success to develop a high-performing team. You will drive customer adoption and retention by delivering a seamless experience. The ideal candidate has over 5 years in customer success roles, with a track record of team leadership and performance management. This hybrid role is based in Vancouver, requiring a minimum of two days in the office weekly.