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.

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Head of Customer Success SaaS