Head of Customer Success

2 weeks ago

Vancouver, British Columbia, Canada Enkel Full time

About Us

Enkel is a forward-thinking accounting and technology firm dedicated to providing cloud-based accounting solutions and high-quality reporting to Canadian businesses and Not-for-Profit organizations. Our vision is to be the trusted partner of our clients, offering accurate and timely financial reporting that empowers better business decisions.

Overview

As the Head of Customer Success, you will lead the Account Management and Onboarding teams to deliver exceptional client experiences, drive high retention, and continuously improve service delivery. This role involves managing a team of technical account managers and project coordinators who serve as primary client contacts throughout the onboarding phase and ongoing services. The ideal candidate will establish best practices, drive high team performance, proactively enhance customer satisfaction, and identify growth opportunities within existing accounts. The role requires strategic vision, strong leadership, and a commitment to fostering long-term client relationships while ensuring operational excellence.

Key Responsibilities

  • Lead, mentor, and develop the Onboarding and Account Management teams to ensure high performance and strong client relationships.
  • Drive customer retention by proactively monitoring client health, managing client expectations, and ensuring seamless service delivery.
  • Oversee and improve the onboarding experience, ensuring new clients transition smoothly from sales to service and are successfully set up on the necessary tools and processes.
  • Ensure account managers conduct regular client check-ins (monthly/quarterly), track customer satisfaction, and address escalations promptly.
  • Implement strategies to increase client satisfaction, drive renewals, and identify upsell opportunities within existing accounts.
  • Develop standardized playbooks, processes, and KPIs to optimize the performance of both teams and enhance customer experience.
  • Collaborate cross-functionally with Sales, Delivery, and Customer Support to ensure a seamless customer journey and consistent service quality.
  • Monitor and analyze key customer success metrics, making data-driven recommendations for improvement.
  • Act as an escalation point for high-priority client issues, ensuring resolutions are handled effectively and efficiently.
  • Foster a culture of accountability, continuous learning, and client advocacy within the Customer Success team.

What You Bring

  • Bachelor's or Master's degree in Accounting, Finance, or a related field; relevant certifications in bookkeeping or accounting (e.g., CPA or CPB) are a plus.
  • 7+ years of experience in Customer Success, Account Management, or Client Services, preferably in a B2B professional services or SaaS environment.
  • Proven experience leading and managing teams, particularly account managers and onboarding specialists, with a focus on high performance.
  • Strong understanding of financial operations and accounting services, including bookkeeping, payroll, AP, etc.
  • Project management and technology implementation experience.
  • Experience designing and implementing processes to improve efficiency and improve client experience.
  • Track record of improving client retention, satisfaction, and revenue growth through proactive customer success strategies.
  • Excellent communication, problem-solving, and relationship management skills.
  • Ability to implement and scale customer success processes, including metrics-driven performance management.
  • Strong analytical skills with the ability to monitor and improve key customer success KPIs.
  • Comfortable working in a fast-paced, client-focused environment. Experience working with cross-functional teams across separate geographical locations.

Why Join Us?

  • Opportunity to shape and lead the Customer Success function in a growing cloud accounting company.
  • Work closely with a talented and passionate team dedicated to delivering exceptional client experiences.
  • Make a meaningful impact on clients by ensuring they receive top-tier financial management support.
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