VP Customer & Product Success

Hypersonix; Canada; Remote; CAD 120,000 - 160,000; Full time

Job summary

A leading tech firm in Canada is looking for a Vice President of Customer & Product Success to lead post-sales strategies. This role requires over 8 years of experience, with a strong focus on enhancing customer satisfaction and retention. You will oversee a global team and be a trusted advisor for strategic customers. An MBA is preferred. Join us to shape a customer-centric culture and drive growth!

Qualifications

• 8–10 years in Customer Success or Product Success in B2B SaaS.
• At least 4 years in a senior leadership role.
• Strong knowledge of SaaS metrics.
• Experience leading international teams.

Responsibilities

• Define long-term vision for Customer & Product Success.
• Implement strategies to drive customer retention.
• Oversee entire customer journey.
• Build executive-level relationships with strategic customers.

Skills

Customer Success management

Leadership

B2B SaaS expertise

Analytical skills

Communication skills

Education

Bachelor’s degree

MBA or equivalent

Tools

Gainsight

Salesforce

Job description

About Us

Join Hypersonix, the premier AI-driven platform revolutionizing eCommerce and retail profitability. Hypersonix provides real-time, actionable intelligence powered by its proprietary Commerce Large Language Model. We equip businesses with AI-driven insights to optimize sales, competition analysis, and demand forecasting—seamlessly integrating with major eCommerce, ERP, and financial platforms. Hypersonix enables businesses to identify risks and opportunities faster, ensuring sustainable, profitable growth. Our mission is to help retailers not just survive but thrive. Be part of a team that’s reshaping the future of commerce with cutting-edge AI. Join us and make an impact!

Role Overview

As the Vice President of Customer & Product Success, you will own the full customer journey and lead the strategic direction for post-sales success, product engagement, and retention. Reporting to the Founder and working closely with the executive leadership team, you'll define and execute customer strategies that fuel growth, maximize net revenue retention, and build strong customer advocacy. Your work will be instrumental in shaping our customer-centric culture and driving long-term value realization for our clients.

Your Responsibilities

• Define and execute a long-term vision for Customer & Product Success that aligns with Hypersonix’s strategic goals.
• Develop and implement strategies to drive product adoption, maximize customer retention, and enhance customer satisfaction across all segments.
• Lead a high-performing global team across the U.S. and India, setting clear goals and fostering a culture of accountability, ownership, and growth.
• Oversee the entire customer journey—from onboarding and implementation to renewal and advocacy—ensuring a consistent, value-driven experience.
• Own revenue retention and expansion metrics, collaborating closely with Sales and Revenue teams on account planning and growth initiatives.
• Deliver actionable voice-of-customer insights to Product and Engineering, influencing product roadmap priorities and drive adoption of new features and functionality.
• Drive programs that turn satisfied customers into advocates and referenceable partners.
• Build executive-level relationships with strategic customers, positioning yourself as a trusted advisor to drive long-term success.
• Resolve escalations with speed and professionalism, coordinating internal teams and maintaining alignment with business priorities.
• Develop reporting frameworks to communicate customer success performance and trends to the executive leadership team and board.
• Drive programs that turn satisfied customers into referenceable advocates and strategic partners.

Required Qualifications

• 8–10 years of experience in Customer Success or Product Success in a B2B SaaS environment, with at least 4 years in a senior leadership role.
• Proven success in leading international teams, with operational presence across both U.S. and India.
• Deep knowledge of SaaS metrics (NRR, churn, expansion, CSAT, NPS) and lifecycle models for customer engagement.
• Strong track record of managing executive customer relationships and driving business outcomes.
• Demonstrated ability to align cross-functional teams around customer priorities and deliver measurable success.
• Experience with tools such as Gainsight, Salesforce, or other customer success platforms.
• Strong analytical and communication skills, with executive-level reporting capabilities.
• Bachelor’s degree required, MBA or equivalent preferred.