Company DescriptionHostGenius is an anti-franchise platform for qualified vacation rental managers.We provide shared technology, revenue management and operational infrastructure that help independent property management companies scale more efficiently without giving up their brand, equity or control.Unlike traditional franchises, we do not take a revenue share, impose branding requirements or lock partners into restrictive structures. Our partners remain independent operators while benefiting from collective strength, centralized systems and technology.HostGenius does not manage properties directly. We support the operators who do.Company metrics$0 → $3M ARR in 15 months300%+ YoY growth90 NPS98% logo retentionAs VP of Customer Success, you own retention, expansion, and customer health across the company.You are responsible for building the playbook, the team, and the systems that maintain net revenue retention above 150% while maintaining gross retention above 95% as we scale.You report directly to the CEO.What this role ownsYou are accountable for:Net Revenue Retention (NRR)Gross RetentionChurn percentageExpansion revenueCustomer health scoringOnboarding time-to-valueCommunity engagement metricsCore responsibilitiesRetention and Expansion StrategyDesign and implement churn prevention systemsBuild expansion playbooks (upsells, add-ons,



cross-sells)Create structured QBR frameworksImplement health scoring modelsIdentify at-risk accounts early and interveneOwn save strategyPlaybook and Process BuildingDefine the onboarding journeyCreate 30-60-90 day value milestonesBuild retention playbooksStandardize Slack and community touchpointsBuild escalation workflowsCreate a Customer Success operating cadence (weekly, monthly, quarterly)Team Leadership and HiringHire and manage CSMs and onboarding managersDefine CS org structureSet KPIs per team memberRun weekly performance reviewsBuild accountability systemsMetrics and ReportingOwn the retention dashboardReport NRR, churn, expansion, and onboarding velocityForecast expansion revenuePresent retention metrics in leadership meetingsCustomer Experience and CommunityElevate Slack community engagementImprove value of the networkDrive VIP partner program growthEnsure onboarding transitions cleanly into long-term successIdeal candidateYou have:Built Customer Success at a B2B SaaS company between $2M–$20M ARROwned NRR directlyScaled and led a CS teamImproved retention in a measurable wayBuilt structured health scoring and QBR systemsExperience in high-touch, relationship-driven accountsMinimum qualifications:6–10 years in SaaS3+ years leading Customer Success teamsDemonstrated track record of improving retentionImportant distinctionsWe are not VC backed, run profitably, so no excessive spending plans.This will be built from ground up. We have 1 CSE.We are growing 15-20% MoM logo growth. High volume.SMB business clients, mid-market ACVs.CompensationBASE: $150,000 – $190,000 CADOTE:$200k–$240k CADEquity:Early-stage equity#J-18808-Ljbffr

📌 Vice President Of Customer Success - C$150,000 - C$190,000 A Year (Toronto)
🏢 HostGenius
📍 Toronto