Head of Customer Success - Scale CS, Delight & Unlimited PTO

Planned; Montreal; On-site; CAD 90,000 - 130,000; Full time

Job summary

An innovative event management platform is seeking a Head of Customer Success in Montreal. This leadership role involves overseeing a customer success team, shaping client interactions, and implementing data-driven strategies to drive client satisfaction and retention. The ideal candidate has experience in SaaS startups and a passion for developing high-performing teams. Offers include competitive compensation, unlimited PTO, and a culture of collaboration.

Benefits

Unlimited PTO

Competitive total compensation package

Health, dental, and vision insurance

Dog-friendly office

Qualifications

• Experience leading or scaling a customer success organization at a fast-growing SaaS startup.
• Demonstrated ability to use data and systems to scale onboarding operations.
• Proven people leader with a passion for hiring, developing, and retaining top talent.

Responsibilities

• Oversee a team of ~20 across multiple client pods.
• Build consistent processes and standards for client experience.
• Gather data and feedback to improve client satisfaction and retention.
• Define and drive performance across NRR, CSAT, and SLAs.

Skills

Leadership in customer success

Data analysis

Team development

User experience enhancement

Process optimization

Job description

An innovative event management platform is seeking a Head of Customer Success in Montreal. This leadership role involves overseeing a customer success team, shaping client interactions, and implementing data-driven strategies to drive client satisfaction and retention. The ideal candidate has experience in SaaS startups and a passion for developing high-performing teams. Offers include competitive compensation, unlimited PTO, and a culture of collaboration.