In-Person (Jasper Avenue, Edmonton, AB) | Full-time | $96,000 CAD/year | Reports directly to the founder

About Us

We are a marketing agency that works exclusively with eyelash artists across North America. We run their advertising, generate their leads, book their appointments, pay for their ads and offer a guarantee to them each month that makes it impossible for them to lose any money — a done-for-you offer that no other agency in our space delivers the way we do.

We've spent the last three years perfecting the service side of the business. Now we're investing in the client experience side with the same seriousness — and that starts with this hire.

About the Role

We're looking for an experienced client success leader to build our client success department from the ground up.

This is a founding role. You won't be inheriting an existing playbook — you'll be creating it. We've done the groundwork (including a full analysis of why clients churn and where the first weeks of the relationship matter most), and now we need someone with the experience to turn those insights into systems: onboarding, activation, check-in cadences, at-risk saves, and renewals — documented clearly enough that the team you eventually hire can run them.

You'll work directly with the founder, with real decision-making authority over how the department is built. As the company grows — including expansion beyond the lash niche into new verticals — the department you build becomes the model we replicate, and this role is designed to grow into Head of Client Success leading a team.

What You'll Do

- Own client retention as your core metric — client lifespan, churn rate,



and revenue retained are your scoreboard
- Design and document the client success systems from scratch: onboarding, first-30-day activation, ongoing check-ins, at-risk client recovery, and win-backs
- Personally manage client relationships through their critical first weeks while you build and refine the processes
- Establish the tools, tracking, and reporting for client health across the book
- Hire, train, and lead the client success team as the department grows under you

What We're Looking For

- 5+ years in a dedicated client retention role — client success, account management, or renewals — where you owned a book of business and were measured on retention or revenue outcomes. (Note: this is a different discipline from customer service or support, where the focus is resolving individual issues rather than owning long-term retention metrics.)
- Proven experience building processes and systems from scratch — you can point to specific systems you created and the results they produced
- Comfortable operating without existing structure: there isn't a playbook to hand down, so you'll need the experience and judgment to build one
- A natural people person — you build rapport easily, you're an excellent communicator on calls and in writing,



and clients genuinely enjoy talking to you
- A solutions-first mindset — you approach problems with a genuinely positive, "let's fix it" attitude
- Agency, B2B service, or small-business-client experience strongly preferred — our clients are studio owners, and you'll need to speak their language about results, not just process
- Leadership ambition: you want to build and run a department, not just execute within one

What We Offer

- $96,000 CAD annual base salary (fixed salary, not commission-based)
- A founding-team seat in a profitable, founder-owned company — decisions are made quickly and your input directly shapes the business
- A defined growth path to Head of Client Success as the team builds out under you
- Long-term opportunity to grow with the company as we expand into new verticals
- An in-person position in Edmonton, working directly with the founder to build and shape a growing department

Work Location

This is a full-time, in-person position based on Jasper Avenue in Edmonton, Alberta.

Candidates must be able to work in office at our Edmonton office. This is not a remote or hybrid position.

How to Apply

Please send:

- Your resume
- A short note (or 2-minute video) answering one question: If you walked into a company with no client success systems in place, how would you approach building them from scratch — what would you build first, and why?
- An example of one system or process you built from scratch — the problem it solved and the results

Applications that include all three will be prioritized.

Pay: $96,000.00 per year

Work Location: In person

📌 Head Of Client Success (Founding Role) (Edmonton)
🏢 SWOOP LIFT
📍 Edmonton