Customer Success Lead
$150,000–$200,000 year
HybridToronto, Ontario, Canada
Job Summary
Manage key enterprise customers from onboarding through adoption, renewal, and expansion, leading calls, implementations, business reviews, and escalations. Build the CS playbook by creating processes, systems, metrics, and operating rhythms to scale the function while driving adoption and demonstrating measurable business impact. Own retention and expansion by identifying risks early, driving renewals, and uncovering growth opportunities across strategic accounts. Partner with Product and Engineering to surface needs, solve recurring problems, and improve the platform based on customer feedback. Be accountable for net revenue retention (NRR) across your portfolio, including an expansion quota and proactively identifying opportunities to grow existing accounts through increased usage and broader adoption across teams.
Required Qualifications
- 5–7 years of experience in Customer Success, Account Management, Implementation, or a similar customer-facing role
- Experience owning complex enterprise customers and building relationships with both users and executive stakeholders
- A strong track record of driving customer adoption, retention, renewals, and expansion in an enterprise environment
- Experience using CRM systems, especially Attio, to manage customer relationships, account activity, renewals, and expansion opportunities
- Strong executive communication skills and the ability to confidently lead conversations with senior talent leaders
- Highly organized, accountable, and comfortable managing multiple enterprise customers and initiatives at once
Desired Qualifications
- Experience with HR tech, recruiting technology, ATS platforms, APIs, integrations, AI products, or enterprise software
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