VP of Customer Success
On-site · Toronto, Ontario, Canada
Job Summary
VP of Customer Success role leading a commercial CS organization focused on securing and expanding revenue in public infrastructure and AI-driven sales intelligence. You will own GRR and NRR targets, design scalable playbooks for onboarding through expansion, define renewal forecasting, and drive high-touch executive engagement. You’ll hire and develop post-sale teams (CSMs, Implementation Specialists, leadership), partner with Sales, Marketing, Product & Data to ensure cohesive GTM, and build career ladders and capability development across CS and post-sale roles. The role requires in-office presence four days a week in Toronto and demands a track record of delivering against retention and expansion targets, multi-product growth, data-driven decision making, and the ability to engage with C-suite and Board-level stakeholders.
Required Qualifications
- 20+ years of commercial leadership experience, including 10+ years at the VP/SVP level
- Proven history of building and scaling Customer Success organizations with GRR and NRR targets
- Multi-Product Expansion Expertise: upsell, cross-sell, pricing expansion across multi-product businesses
- Domain Alignment: experience or exposure to public infrastructure, information services, GovTech, or data- and AI-driven platforms (strong advantage)
- Operational & Analytical Mastery: CS operating models, delivery frameworks, data-driven tooling and analytics, modern revenue stacks
- Revenue Alignment: align CS compensation, KPIs, and cadences to renewals and expansions
- GTM Integration: partner with Marketing, Sales, Product & Data for cohesive GTM
- Leadership & Strategic Alignment: executive presence, high EQ, hands-on leadership, cross-functional collaboration
- Executive-level stakeholder engagement experience with customer C-suite/Board-level discussions
- Willingness to join customer calls, coach reps, and resolve issues in real-time
- Bachelor’s degree (or equivalent) per suggested education requirements
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