Head Of Customer Success Saas

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 accountsLead, coach, and develop a small teamBuild onboarding, service, escalation, and ticketing processesEstablish account health scoring and renewal risk reportingCoordinate renewals, expansions, and customer escalationsRequirements:
At least 6 years in Customer Success or Account ManagementAt least 3 years managing enterprise accountsExperience leading teams and strategic customer relationshipsExperience scaling Customer Success or Support in startupsProficiency with CRM, support platforms, and practical AI toolsShape customer success operations through enterprise account leadership, support processes, account health measurement, and retention expertise.
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