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 (Winnipeg)
🏢 Jobgether
📍 Winnipeg