Job Description

The Leadership Agency is excited to be working with a fast-growing SaaS start-up. Our client’s platform has a global presence and is used by some of the biggest companies out there! We are looking for a seasoned CS leader to bring their experience scaling teams from early-stage startups through double-digit people + revenue growth to join their team as the VP of CS.

Job Description

About the Opportunity: VP of Customer Success

• Reporting to the Co-founder
• Drive account growth + implementations
• Operate with ambiguity and drive the process
• Help to design, implement, and optimize the customer lifecycle
• Define the operational metrics and tracking system for the CS team to be held accountable for engagement outcomes, customer satisfaction, and customer retention/growth
• Responsible for making sure the CS team is continually engaging with customers to drive adoption, value, and advocacy
• Create a culture that puts the customer at the center while working cross-functionally with all teams including product and engineering
• Responsible for recruiting, training, and mentoring of Customer Success Team (and directly leading a team of people leaders!)
• Be the lead spokesperson and ambassador to represent the organization at the highest level to clients and potential partners

About you: 

• 8- 10 years in a SaaS enterprise leadership role
• You have a track record of success within a scale-up
• You have experience doubling or even tripling revenue
• You are passionate about developing and managing a high-growth start-up environment
• You have a large network with strong credibility to speak to high-level decision-makers
• You create strong employee engagement and a safe, collaborative environment
• You have strong project management skills and the ability to work cross-functionally.
• Coaching and mentoring a high-performing team are what make you the strongest leader

What’s in it for you: 

• Permanently remote in Canada (ability to work abroad short-term)
• Comprehensive health and benefits package
• Employee Assistance Program
• Flexible working hours + PTO
• Home office set up allowance and monthly internet + phone stipend
• Monthly fitness stipend