Head of Customer Success

7 days ago

Vancouver, Canada Enkel Backoffice Solutions Inc. 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**

**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.

  • Head of Customer Success

    4 days ago

    Vancouver, Canada CoPilot AI Full time

    **Who We Are**: **Are you a born executor with an infectious, influencing personality? Welcome to CoPilot AI** We are seeking an individual who not only performs but inspires. Someone who can turn a vision into reality and rally a team around shared goals. **Your Role**: We are looking for an experienced Head of Customer Success to lead our awesome CS team...

  • Head of Customer Success

    17 hours ago

    Vancouver, Canada Apera AI Inc Full time

    Why Join Us People are our greatest strength they are friendly, smart, and driven to build amazing products, we tackle challenges as a team, we are close-knit and scrappy. We offer flexible working hours and working options. Located in beautiful and funky Gastown we're close to transit, some of the best restaurants in Vancouver, and amazing view from the...

  • Head of Customer Success

    3 weeks ago

    Vancouver, Canada Creator.co Full time

    Head of Customer Success (Influencer Marketing) Join to apply for the Head of Customer Success (Influencer Marketing) role at Creator.co Title: Head of Customer Success (Influencer Marketing) Status: Full-time, Hybrid Introducing Creator ( – renowned for our groundbreaking technology and meteoric rise within Vancouver's startup ecosystem, we're recognized...

  • Head of Customer Success

    3 weeks ago

    Vancouver, Canada Creator.co Full time

    Head of Customer Success (Influencer Marketing) Join to apply for the Head of Customer Success (Influencer Marketing) role at Creator.co Title: Head of Customer Success (Influencer Marketing) Status: Full-time, Hybrid Introducing Creator (www.creator.co) – renowned for our groundbreaking technology and meteoric rise within Vancouver's startup ecosystem,...

  • Head of Customer Success: Influencer Marketing

    3 weeks ago

    Vancouver, Canada Creator.co Full time

    A leading influencer marketing platform in Vancouver is seeking a Head of Customer Success to lead a dynamic team focused on social media and influencer marketing. This role requires a strong background in digital marketing and proven success in client relationship management. The ideal candidate will drive innovative marketing strategies and contribute to...

  • Head of Customer Success: Influencer Marketing

    3 weeks ago

    Vancouver, Canada Creator.co Full time

    A leading influencer marketing platform in Vancouver is seeking a Head of Customer Success to lead a dynamic team focused on social media and influencer marketing. This role requires a strong background in digital marketing and proven success in client relationship management. The ideal candidate will drive innovative marketing strategies and contribute to...

  • Head of Customer Success

    7 days ago

    Vancouver, Canada Parallel Domain Full time

    At Parallel Domain, we believe that autonomous systems - from self-driving cars to contactless delivery drones - have the opportunity to drastically improve the quality of life for billions of people. That is why we love what we do: enabling our customers to develop their technology safely using the Parallel Domain data generation platform. Our platform...

  • Head of Customer Success

    3 weeks ago

    Vancouver, Canada Enkel Full time

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

  • Customer Success Representative

    7 days ago

    Vancouver, Canada Pocketed Full time

    Salary: $50,000 to $65,000 Pocketed is hiring a Customer Success Representative to join our team! Pocketed is a rapidly growing software startup that helps businesses across North America access billions of dollars in ‘free money' through grants, tax credits, and incentives. We're a female-founded, female-led company with a bold vision: to give...

  • Customer Success Representative

    7 days ago

    Vancouver, Canada Transoft Solutions Full time

    **About the Opportunity**: We currently have an opening for **Customer Success Representative** at our head office in Vancouver. The Customer Success Representative provides outstanding customer service by directing customer inquiries and providing support to the entire sales team with clerical and sales support activities. In this role, you will be...