VP, Customer Success (Remote)

ZerotoOne Strategic; Toronto; Remote; CAD 120,000 - 150,000; Full time

Job summary

A leading company in Toronto is seeking a VP of Customer Success to establish a dedicated function within their operation. You will shape how clients are supported and define systems and processes that enhance client engagement and retention. This role demands a strategic thinker with a proven track record in building customer success frameworks in a high-growth environment.

Benefits

Equity / profit-share potential

Vacation and wellness days

Professional development budget

Qualifications

• 5+ years in Customer Success or similar roles required.
• Experience at a fast-growing startup or scale-up is essential.
• Track record of building client success systems and workflows.

Responsibilities

• Own the client journey post-sale, handling onboarding and retention.
• Build the Customer Success function from the ground up.
• Monitor key client milestones to ensure timely delivery.

Skills

Communication

Client Management

Process Optimization

Strategic Thinking

Problem-Solving

Education

Experience in Customer Success or Account Management

Tools

HubSpot

Notion

Google Workspace

Job description

Ideal Candidate Profile : VP, Customer Success

Company : 021 Strategic

Department : Operation

Reports to : Managing Partner

Location : Remote-first (preference for Canadian time zones)

About 021 Strategic

021 Strategic helps innovative startups and scaleups access and optimize non-dilutive funding, specializing in SR&ED, government grants, and funding strategy. We provide white-glove, hassle-free service while leveraging technology to scale our impact. Our mission is to unlock funding that accelerates innovation. We are growing fast, with a high-performance, ownership-driven culture.

Who We're Looking For

This is our first dedicated Customer Success hire , stepping into a function previously held by our sales team. As our founding Customer Success Manager, you will play a critical role in shaping how we support and grow our client basebuilding scalable systems, defining playbooks, and setting the standard for high-touch, proactive client care.

You'll work closely with our leadership and service teams to ensure a seamless post-sale experience for our clientsmost of whom are CEOs, technical founders, or CFOs managing complex and deadline-driven funding initiatives.

This role is ideal for someone who's worked at a fast-growing company or scale-up and has helped build CS systems from scratch while thriving in environments that require both strategy and hands-on execution.

Key Responsibilities Client Success & Experience

• Own the client journey post-saleonboarding, engagement, and retention
• Set clear expectations, build trust quickly, and become a strategic partner to each client
• Proactively identify risks and prevent churn through timely check-ins and milestone management

Process Building & Scalability

• Build the CS function from the ground upestablish SOPs, workflows, reporting tools, and automation to support long-term scale
• Collaborate with leadership to co-design the client lifecycle, NPS loops, and referral programs

Project & Relationship Management

• Track key client milestones (e.g., SR&ED submissions, grant deadlines) to ensure timely and accurate delivery
• Serve as the connective tissue between clients and our internal teams (e.g., technical writers, funding analysts)
• Use tools like HubSpot, Notion, and Google Workspace to manage performance and visibility across accounts

Strategic Growth

• Identify opportunities for upsell, cross-sell, and referrals based on client needs and lifecycle stage
• Provide feedback loops to the sales, marketing, and product teams to improve the customer experience

Core Competencies

• You've been the first CS hire or worked in an early-stage environment where you helped build the playbook
• You've worked at a fast-growing startup or scale-up , and you know what it takes to build structure amid growth
• You are energized by solving operational chaos and turning ad hoc processes into repeatable systems
• You're equally comfortable speaking with CEOs and wrangling spreadsheets
• You thrive in fast-paced, ambiguous environments and love owning outcomes
• You're a natural communicator who can simplify complex ideas for non-technical audiences

Experience

• 35 years in Customer Success, Account Management, Consulting, or similar client-facing roles
• Experience at a fast-growing company or scale-up is required
• Prior experience building or refining CS workflows and playbooks
• Experience with startups / scaleups or B2B service environments
• Familiarity with HubSpot, Notion, and Google Workspace

Bonus (but not required)

• Exposure to government funding programs like SR&ED, IRAP, or CanExport
• Background in financial, technical, or grant-related consulting

Cultural Fit

• You embody extreme ownership , a core value at 021 Strategic. You don't pass the buckyou solve the problem.
• You operate with integrity and put client outcomes above shortcuts or quick wins.
• You thrive in ambiguous environments , love improving processes, and roll up your sleeves to get things done.
• You understand what it means to move with urgency without sacrificing quality .

Success Metrics

• Client NPS / satisfaction score
• Onboarding time-to-complete
• Milestone completion rates

What We Offer

• 120k$150k OTE (base + commission) with no cap a top performer will exceed $200k .
• Equity / profit-share potential as we scale.
• Remote-first flexibility with a Toronto hub for events.
• Vacation, wellness days, and professional-development budget.
• Plenty of runway for career growth as we scaleshape it your way.

How to Apply

If you're excited about building the customer success function from scratch at a fast-growing, impact-driven company, we want to hear from you . Apply here and email us your proudest CS systems-build or a short note about your client success philosophy to careers @ 021strategic. com . Bonus points if you attach something that shows how you think.