Head of Customer Success

Join the Team

Serv Recruitment agency is hiring a Head of Customer Success on behalf of our client.

Position Overview

• We are hiring a Customer Success Lead to own the entire post-sale customer lifecycle, from onboarding through renewal and expansion.
• The immediate priority is to reduce time-to-value, improve retention, and build scalable systems that support long-term growth.

Position Responsibilities

You will transform customer success from a relationship-driven function into a scalable, process-driven system.

Responsibilities include

• Design and implement a structured onboarding process
• Reduce time-to-first-value for new customers
• Build customer health scoring systems and tracking
• Own renewals and reduce churn through proactive engagement
• Identify expansion opportunities within existing accounts
• Create and document scalable CS playbooks
• Build feedback loops between customers and product teams

Qualifications

• 5+ years of experience in customer success in B2B SaaS
• Proven experience building CS processes and systems
• Experience working in a high-growth startup environment
• Experience managing onboarding, retention, and expansion
• Strong analytical and operational mindset
• Comfortable working directly with customers in high-trust environments

About You

• You are both a builder and a relationship owner. You understand that strong systems drive strong customer outcomes.
• The perfect fit for our team is…
• A systems-first thinker who solves churn at the root
• Comfortable balancing data analysis with customer interaction
• Highly organized and process-driven
• Direct and confident communicator
• Proactive and accountable
• Thrives in environments with minimal structure

The Hiring Process

We take our hiring process seriously and evaluate candidates based on both capability and culture fit. Our goal is to ensure you step into a role where you feel genuinely excited and fulfilled. That’s important for you, and it’s equally important for us. Below is a snapshot of what you can expect throughout our hiring process. Please note that steps may vary slightly depending on the position.

Step One: Video interview with a recruiter

Step Two: Short Take Home Assignment

• Step Three: Video interview with your direct supervisor
• Step Four: Cultural interview
• Compensation: $140,000 – $160,000 CAD base + equity
• Location: Dallas, Texas OR Toronto, CA