Head of Customer Success SaaS
Job in
Ottawa, Ontario, Canada
Listed on 2026-11-04
Listing for:
Jobgether
Full Time
position Listed on 2026-11-04
Job specializations:
-
Customer Service/HelpDesk
Customer Success Management, Client Relationship Management, Account Manager -
Management
Client Relationship Management, Account Manager
Job Description & How to Apply Below
Lead customer success and support for a B2B SaaS marketplace, using account health metrics and enterprise relationship management. This fully remote role is based in Canada.
As Head of Customer Success & Support, you will oversee the complete post-sale journey across enterprise organizations, financial institutions, and vendor partners. You will lead a small team while managing strategic accounts, escalations, renewals, and commercial discussions. The role focuses on building scalable operations that improve adoption, satisfaction, retention, and customer value.
Key Responsibilities:- Manage strategic enterprise and financial institution accounts
- Lead, coach, and develop a small team
- Build onboarding, service, escalation, and ticketing processes
- Establish account health scoring and renewal risk reporting
- Coordinate renewals, expansions, and customer escalations
- At least 6 years in Customer Success or Account Management
- At least 3 years managing enterprise accounts
- Experience leading teams and strategic customer relationships
- Experience scaling Customer Success or Support in startups
- Proficiency with CRM, support platforms, and practical AI tools
Shape customer success operations through enterprise account leadership, support processes, account health measurement, and retention expertise.
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