Head of Customer Success

Location: Toronto, Ontario

Our Client is a dynamic Fintech turned Enterprise SaaS startup transforming the Canadian auto finance industry. We provide fraud detection, identity verification (IDV), AML, and income verification solutions that empower auto lenders and dealerships to streamline risk assessment and prevent fraud.

As we scale, Customer Success is critical to ensuring our customers achieve maximum value, driving adoption, retention, and growth. We’re building a proactive, data-driven Customer Success function that enhances customer experience, reduces churn, and fosters long-term partnerships.

Position Overview:

We are seeking a strategic yet hands-on Head of Customer Success to build and lead our Customer Success function from the ground up. As a small startup, this role will be instrumental in driving both day-to-day support operations and long-term customer success strategies. You will develop frameworks, processes, and metrics that ensure our customers achieve maximum value from our product—while also growing and mentoring a dedicated CS team as we scale.

Special Perks:

1. Shape the future of our Customer Success function and have a direct impact on company growth.
2. Work closely with a small, collaborative executive team, giving you the freedom to experiment and implement your ideas.
3. High-visibility role with opportunities for professional growth, leadership development, and ownership of key revenue metrics.
4. Competitive compensation, benefits, and a supportive startup culture where your contributions truly matter.

Must Have Skills:

Qualifications:

1. 5+ years of experience in Customer Success, Account Management, or related customer-facing roles, ideally in an Enterprise or B2B SaaS startup environment.
2. Demonstrated success in building or scaling a Customer Success function and managing teams.
3. Strong cross-functional collaboration skills, with the ability to partner effectively with Product, Sales, Marketing, and Engineering.
4. Data-driven mindset: experience tracking and reporting on KPIs like churn, NPS, product adoption, and expansion revenue.
5. Proven ability to manage complex customer relationships and navigate high-stakes escalations.
6. Excellent communication and leadership skills, capable of influencing stakeholders at all levels.

Nice to Have Skills:

1. Familiarity with Customer Success platforms (e.g., Gainsight, Totango), CRMs (HubSpot) and BI tools (e.g. Looker, Tableau).
2. Experience implementing or optimizing customer health scoring models.
3. Background in product-led growth or agile/lean startup methodologies.
4. Track record in creating customer success collateral (playbooks, training materials, etc.).
5. Bilingual in English and French is a strong asset.