Founding Cx Lead

2 weeks ago

Toronto, Canada Kick Full time

**About Kick**:
Kick is an applied AI company building the first self-driving bookkeeping experience. We’ve raised $20M from OpenAI, General Catalyst and Google Ventures to help millions of Business Owners and Accountants to automate the boring stuff-so they can focus on what matters most.

We’re an team of cross-functional entrepreneurs, engineers and domain experts using craft, agency and candor to build the future of accounting and grow the ownership economy.

**About the Role**:
Kick is reimagining what it's like to run a modern business, where much of the busy work gets automated. The Customer Experience Lead will work at the edge of what's possible in this AI-native world, where revenue is driven by the amount of value generated for our Business Owner and Accountant customers.

This role is designed to be one part Manager and one part Operator—where you will start by working directly with customers, build scalable processes and a team around you, before taking full ownership over the Profit & Loss of your own business unit.

**What you'll do**:

- Own our annual close delivery process in collaboration with Operations, Engineering and CX with the goal of $1M ARR/FTE capacity.
- Partner across Sales, Partnerships, Growth to deliver a world-class experiences for customers and partners.
- Design repeatable processes across the customer journey from handoff to year-end close and renewals.
- Establish key operational metrics (e.g. time to implementation, time to value, onboarding completion rate) and use them to drive improvements.
- Identify opportunities to increase expansion revenue and customer retention by delivering a seamless experience.
- Shape our internal knowledge base, train future team members and “build the playbook” on how to work best with Business Owners and Accountants.
- Respond directly to customer inquiries across onboarding and support with clarity, empathy, and action.

**What we're looking for**:

- 3-7+ years in SaaS Customer Success, CX Operations, or Implementation, with a track record of improving onboarding and retention.
- Measures success by Time-to-Value, CSAT, and revenue contribution and adjusts priorities accordingly.
- Exceptional writing and verbal communication, articulating customer needs and internal recommendations with precision.

**Bonus Points For**:

- Empathy for Entrepreneurs; been self-employed, run a side business, or served small-business owners.
- You were an early employee (or founder) at a startup and are comfortable defining process, policy, and metrics from the ground up.
- Advanced undergraduate and graduate business credentials (MS/MBA, CPA, EA) or a background in consulting or advisory.

**Location**:
This role is in person in our Toronto, Canada office.

**What We Offer**:

- Top-of-market salary with competitive equity that’s QSBS-eligible
- Comprehensive medical, dental, and vision for you and your family
- Life insurance & disability coverage
- 401(k) with retirement benefits
- Daily lunches, snacks, and beverages (coffee, matcha, carbonated)

**Join Us**:
We’re building a world-class team of creative thinkers and doers from diverse backgrounds. If you’re excited by this role—even if your experience isn’t a perfect match—we want to hear from you.

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