Director of Customer Success at EdTech SaaS

Join a high-growth EdTech SaaS company as the new Head of Customer Success, focusing on transforming customer experiences in continuing education. Drive engagement through innovative customer success strategies.

As the inaugural Head of Customer Success, you will lead a dedicated team of 18 in Implementation and Account Management. You’ll be pivotal in optimizing a $20M+ ARR portfolio, enhancing processes and technology to shift the team from churn management to expansion maximization, reporting directly to the SVP Growth.

Key Responsibilities:

• Lead Implementation and Account Management teams effectively

• Develop strategies for customer engagement and retention

• Create and implement processes and training playbooks

• Introduce and optimize CSM automation tools

• Work closely with the SVP Growth to align customer success priorities

Requirements:

• Demonstrated experience in B2B SaaS Customer Success leadership

• Proven skills in developing Customer Success frameworks

• Prior use of Gainsight, Churn Zero, or similar tools preferred

• Ability to commute to downtown Toronto at least once a week

• Experience with automation in Customer Success functions

Become the driving force behind customer satisfaction and company growth in the EdTech industry.
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