Head Of Client Success

Location: Calgary, AB | Department: Client Success | Reports to: Lucas Scheer (Co-founder)About Purelend
Purelend is an early-stage company operating at the frontier of FinTech and AI. Our small, tight-knit founding team is reimagining banking technology, starting with mortgage loans. We're fully automating the manual checks and underwriting which historically have meant hours or days of frustrating manual work. Our customers and their clients get what they want faster: a funded mortgage.Our platform is already used by mortgage brokers and lenders across Canada, including some of the country's most important lenders. We're growing fast and we want every new customer to get the most out of the platform. That's where this role comes in.We're a small team, growing fast, and we just crossed significant revenue milestones with a pipeline of national lender and broker network deals that could multiply quickly.The Role
We need someone to own the entire post-signature client journey: implementation, onboarding, ongoing success, and expansion.This is our first dedicated hire for this function. You won't be inheriting a playbook. You'll be building it.What You'll Actually Do
Own 5–8 client implementation projects simultaneously, from signed contract to live in productionRun kickoff calls, build project plans, set milestones, and track deliverables on both sidesCoordinate between client teams (IT, compliance, operations) and our product/engineering teamManage integration scope and timelines without needing to write the code yourselfBe the primary point of contact for clients like national lender networks, banks, and large brokerage teamsIdentify expansion opportunities within existing accountsBuild the processes, templates, and documentation that let this function scale beyond youThe Clients You'd Be Working With
These aren't small accounts. You'll be managing implementations with national mortgage networks, lenders, and large brokerage teams. They have IT departments, compliance requirements, and integration timelines. They expect a credible, organized partner on the other side.What We're Looking For
5–10 years of experience in implementation, onboarding, or customer success at a B2B SaaS companyYou've personally run technical onboarding projects (not just managed existing accounts)Comfortable in conversations about APIs, integrations, and data flows without being an engineerExperience working with financial institutions or regulated industries is a strong plusYou've been at an early-stage company before (employee #3–20) and know what it means to build from scratchStrong project management instincts — you keep a tight tracker, follow up relentlessly, and don't let things slip between the cracksYou can sit across from a VP at a national lender and run the meetingWhat We're Not Looking For
Someone who needs an established playbook, a support team, and a solutions architect before they can startA pure relationship manager who's great at dinners but can't run a project planSomeone who's only worked at large companies with large teams underneath themWhy This Role Is Interesting
You'd be building the client success function at a company that's at an inflection point. The product works. Revenue is growing. The pipeline is full. The gap is someone to make sure every signed deal turns into a happy, expanding customer. You're building a major part of the company.
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