Join a high-growth EdTech SaaS company as the recent 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 prioritiesRequirements:
• Demonstrated experience in B2B SaaS Customer Success leadership
• Proven skills in developing Customer Success frameworks
• Prior use of Gainsight, ChurnZero, or similar tools preferred
• Ability to commute to downtown Toronto at least once a week
• Experience with automation in Customer Success functionsBecome the driving force behind customer satisfaction and company growth in the EdTech industry.
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📌 Director of Customer Success at EdTech SaaS (Toronto)
🏢 Martyn Bassett Associates
📍 Toronto