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 accounts
- Lead, coach, and develop a small team
- Build onboarding, service, escalation, and ticketing processes




- Establish account health scoring and renewal risk reporting
- Coordinate renewals, expansions, and customer escalations

Requirements:

- At least 6 years in Customer Success or Account Management
- At least 3 years managing enterprise accounts
- Experience leading teams and strategic customer relationships
- Experience scaling Customer Success or Support in startups
- Proficiency with CRM, support platforms, and practical AI tools

Shape customer success operations through enterprise account leadership, support processes, account health measurement, and retention expertise.

📌 Head of Customer Success SaaS (Canada)
🏢 Jobgether
📍 Canada