Help Ribbon’s customers transform how they hire while building the foundation for Customer Success at one of the fastest-growing AI companies in recruiting. As our Customer Success Lead, you’ll be our dedicated CS leader and a hands-on player-coach responsible for making our customers successful from implementation through adoption, expansion, and renewal. You’ll own relationships with some of our largest enterprise customers while building the processes, playbooks, and operating rhythms that will allow Customer Success to scale. This is not a role for someone who only wants to manage a team. We’re looking for someone who loves being close to customers, solving problems, driving implementations, and jumping into the details. You’ll execute today while helping build the CS organization we’ll need tomorrow. Ribbon is building the future of hiring: faster, smarter, and built for scale. and Bloomberg, we’re helping employers find the right people 10× faster. We work with some of the largest Fortune 500 customers in automotive, self-storage, logistics, and high-volume hiring. Ribbon is helping teams dramatically reduce time-to-hire, raise candidate quality, and scale without adding headcount. Own customer success end-to-end: Manage key enterprise customers from onboarding through adoption, renewal, and expansion. Lead customer calls, implementations, business reviews, and escalations. Create the processes, systems, metrics, and operating rhythms needed to scale Customer Success. Help customers maximize Ribbon usage and demonstrate measurable business impact. Identify risk early, drive renewals, and uncover growth opportunities across strategic accounts. Shape the product through customer feedback: Standardize, automate,



and document what works as the customer base grows. Be accountable for net revenue retention (NRR) across your customer portfolio, including an expansion quota and proactively identifying opportunities to grow existing accounts through increased usage and broader adoption across teams. Has 5-7 years of experience in Customer Success, Account Management, Implementation, or a similar customer-facing role, ideally in B2B SaaS. Has experience owning complex enterprise customers and building relationships with both users and executive stakeholders. Wants to stay hands-on with customers while also helping lead the broader Customer Success function. Has a strong track record of driving customer adoption, retention, renewals, and expansion in an enterprise environment. Is comfortable partnering with Product and Engineering teams on implementations, integrations, escalations, and customer feedback. Has robust executive communication skills and can confidently lead conversations with senior talent leaders. Has experience using CRM systems, especially Attio, to manage customer relationships, account activity, renewals, and expansion opportunities. Is highly organized, accountable, and comfortable managing multiple enterprise customers and initiatives at once. Experience with HR tech, recruiting technology, ATS platforms, APIs, integrations, AI products, or enterprise software is a strong advantage. Competitive salary + meaningful equity. Direct customer impact. Annual international offsite. Each year, we take our team on an exciting journey to a different international destination. It’s more than just travel, it’s an investment in alignment and collaboration. A flexible hybrid work environment. #

📌 Customer Success Lead (Toronto)
🏢 Ribbon Labs
📍 Toronto