VP of Customer Success

Ionic Partners; Remote; CAD 200,000 - 250,000; Full time

Job summary

A leading technology firm is looking for a Vice President of Customer Success in Calgary, Alberta. The ideal candidate will have over 15 years of experience in customer success or related fields, with a proven track record in leading teams and driving revenue growth. This role focuses on developing strategies for customer engagement and retention, working closely with various departments to ensure a seamless customer experience. A passion for technology and innovation is essential, as well as hands-on experience with Salesforce.

Benefits

100% remote work

Flexible work hours

Career growth support

Home office setup stipend

Company culture activities

Qualifications

• Minimum of 15 years of experience in customer success or related field.
• Proven leadership in managing teams of CSMs.
• Experience with SaaS and subscription-based business models.

Responsibilities

• Develop customer success strategy for engagement and retention.
• Lead and mentor a team of Customer Success Managers.
• Own customer health metrics and identify growth opportunities.
• Drive revenue expansion through upsells and cross-sells.
• Collaborate with Sales, Product, and Support teams.

Skills

Customer success leadership

Revenue growth strategies

Team management

Data-driven decision making

Account management

Tools

Salesforce

Customer success tools

Job description

Are you a driven professional with a passion for innovation in mission-driven enterprise technology? Do you thrive in a dynamic, forward-thinking environment where your contributions directly impact the ability of organizations to operate with clarity, confidence, and purpose?

At Sparkrock, we help social benefit organizations, including nonprofits, school boards, and government agencies, reach their full potential through technology. Every day, over 150,000 people use our ERP and product platforms to work more efficiently, freeing up time and resources to focus on the good they want to achieve.

At Sparkrock, customer success isn’t just a function; it’s the foundation of our business strategy. We’re looking for a Vice President of Customer Success to lead a customer-first organization where success is measured by retention, expansion, and long-term customer value. In this role, you’ll own the strategy and execution of scalable customer success frameworks that drive predictable renewals, ARR growth, and customer advocacy. You’ll work cross-functionally to ensure customers are fully adopting Sparkrock’s solutions, while building high-performing teams, modern playbooks, and engagement models that directly influence company-wide growth. This is a hands-on, high-impact leadership role for someone who thrives in dynamic environments and is energized by accountability, innovation, and measurable outcomes.

If you are highly motivated, passionate about technology, and eager to contribute to a company that’s making a real difference for mission-critical organizations across education, human services, and nonprofits, this is the place for you!

Responsibilities

• Develop and execute a customer success strategy that enhances engagement, retention, and expansion.
• Lead and mentor a team of CSMs, ensuring they have the tools and processes to drive measurable impact.
• Own customer health metrics, proactively identifying risks and opportunities for growth.
• Drive revenue expansion through upsells and cross-sells, ensuring a structured approach to growing ARR.
• Collaborate cross-functionally with Sales, Product, and Support, aligning teams for a seamless customer journey.
• Create and implement scalable playbooks and engagement models to improve operational efficiency.
• Leverage data-driven insights to continuously optimize customer success initiatives.

Requirements

• Minimum of 15 years of experience in customer success, account management, or a related field.
• 15+ years in a leadership role (Sr Director, VP, SVP, COO), managing a team of CSMs.
• Proven track record of revenue growth through renewals, upsells, and customer expansion.
• Experience in SaaS and subscription-based business models.
• Experience with ERP solutions and their role in customer operations.
• Expertise in Salesforce (required) and familiarity with customer success tools.
• Strong operational and strategic mindset, with a focus on scalability and process improvement.
• Background in K-12, Nonprofits, or Health & Human Services industries.

Nice to Have

• Experience in private equity-backed or high-growth SaaS companies.
• Strong account management background alongside customer success expertise.
• Hands‑on experience with Salesforce.

Benefits

We don’t call them perks; they’re just part of what makes working at Sparkrock great.

• We are 100% remote and global. Live your best life wherever that may be, and never lose out on career opportunities because of it.
• Flexible work hours. We work asynchronously and don’t care when you’re online, just that you deliver great results and are there for our customers.
• We are dedicated to your growth with consistent and meaningful feedback, support in achieving your personal career goals, and access to leading-edge tools, playbooks, and technology to amplify your experience.
• Introductions to thought leaders in the space and webinars on cutting‑edge tech hot topics.
• Stipend to help set up your ideal home office.
• Focus on culture: coffee chats, happy hours, cooking classes, book clubs, and more!

Compensation

Base: CAD $200,000

Variable: CAD $50,000

Total OTE: CAD $250,000

We strive to build a team that reflects the diversity of the community we work in and encourage applications from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with disabilities.

All open roles are for existing vacancies unless otherwise communicated to the candidate. We are committed to keeping candidates informed throughout the process and will notify all interviewed applicants of our hiring decision within 45 days of their interview. Sparkrock retains all job postings and related recruitment information for a minimum of three years.