At Ultimate Tech, we support, the print industry community that we love, bringing our unique and proven capability to centralize and simplify — with unmatched performance and flexibility — the automation of print equipment and all print production workflows.Role DescriptionReporting to the President and CEO and a member of the executive team, the Head of Customer Success is accountable for the value customers derive from Ultimate Tech's software automation solutions throughout their lifecycle, from onboarding to renewal. They own the entire post-sale customer journey — onboarding, adoption, support, training and retention — for a global clientele operating in the printing and graphic arts industry.By orchestrating a smooth journey and deep product adoption, they turn satisfied customers into loyal customers and advocates, directly fueling revenue retention and creating the ground for the expansion opportunities that the sales team converts. They are also the voice of the customer internally: by gathering and structuring customer feedback, they inform the priorities of the Product and Engineering teams and help eliminate friction at the source.As a manager, they develop their team's frontline management capabilities and build a structured, scalable Customer Success function able to keep pace with a growing technology SME. Through their rigor and customer focus, they strengthen the trusted relationship that sets Ultimate Tech apart as a reference automation partner in its industry.ResponsibilitiesArea 1 — Leadership and team managementEstablish the annual workforce needs of their department and lead the recruitment,



onboarding and retention of their staff.Clarify roles, responsibilities, levels of authority and expectations, and establish a management cadence (individual and team meetings).Ensure the day-to-day management of the team and evaluate the performance of its members (Application Specialist, Customer Service Specialist, Application Training Specialist).Develop the team's skills and ensure succession for the function's key positions.Engage the team and foster a team-oriented climate, identifying issues and putting the appropriate measures in place.Establish and apply fair and consistent people-management practices, in keeping with Ultimate Tech's policies and values.Area 2 — Customer onboarding, adoption and trainingBe accountable for the onboarding and activation experience of new customers, so as to reduce time-to-value.Define and maintain adoption journeys by customer segment and monitor active product usage.Oversee the coordination of customer training and the production of training materials and user documentation.Establish proactive interventions (usage reviews, adoption plans) for accounts whose usage or health is declining.Be accountable for the quality and timeliness of technical support — from first-level service through to escalations to the Application Specialist — including troubleshooting and adherence to service-level agreements.Oversee the handling, prioritization and escalation of requests, and lead the resolution of critical issues affecting strategic accounts.Analyze recurring ticket patterns and implement the process or documentation fixes that reduce their volume.Area 4 —

📌 Head Of Customer Success (Montreal)
🏢 Ultimate Tech
📍 Montreal