Head of Customer Success

**Intro Video -**Quick Message from the CEO about the role**

Location**:Remote (Canada, preference for Ottawa or EST timezone)
Type**:Full-time

Reporting to: CEO - Neil Arsenault

**About ZeroTek**
ZeroTek is a profitable, employee-owned B2B SaaS company that provides a **Secure Identity Access and Business Management platform**built specifically for **MSPs and MSSPs**. We're trusted by managed service providers across North America to deliver modern, Okta-integrated solutions that drive security, operational efficiency, and customer trust.

We’ve been growing since 2020, and now we’re ready to level up our **Customer Success**function - and we’re looking for the right person to **lead that evolution**.

**The Role**

We’re looking for a Head of Customer Success to fully own and scale our Customer Success function during a key stage of company growth. You’ll lead the CS strategy, manage team performance, and be directly accountable for driving retention, expansion, and long-term partner success.

As a member of the leadership team, you’ll work cross-functionally to align customer goals with business strategy, forecast revenue trends, and ensure our MSP partners receive an exceptional experience at scale. This role combines strategic leadership with hands-on execution - ideal for someone who has built or led CS functions at a growth-stage B2B SaaS company (e.g., late Series A, early Series B, or ~$10-15M ARR) and is now ready to scale Customer Success from the ground up in a high-impact, partner-centric environment.

**Key Responsibilities**
- Represent Customer Success at the leadership level - shaping company and product strategy through the voice of the customer
- Own Customer Success KPIs (onboarding, NRR, GRR, expansion, churn and contraction) and lead forecasting, reporting, and insights for churn, contraction, and expansion across the partner base
- Directly manage key accounts and serve as the senior escalation point for complex or at-risk partners
- Iterate on the full customer lifecycle - from onboarding to expansion - to optimize partner outcomes and drive retention
- Establish, maintain, and improve scalable CS systems, processes, and tooling (e.g. health scoring, QBRs, renewals, onboarding)
- Manage day-to-day CS operations, including ownership of HubSpot for Customer Success data and reporting
- Act as a player-coach - supporting and mentoring team members while also owning and executing core CS initiatives
- Work cross-functionally with Product, Sales, and Support to ensure partner needs are understood and prioritized in roadmap and service delivery

**What We're Looking For**
**Experience**
- 6-10 years of experience in Customer Success or related roles, with 3-5 years leading CS teams in B2B SaaS
- Proven track record of owning and improving key Customer Success metrics across the customer lifecycle, including retention, growth, and onboarding effectiveness
- Experience building or scaling Customer Success functions, systems, and processes from the ground up at a growth-stage company (e.g., late Series A, early Series B, or ~$10-15M ARR if bootstrapped)
- Demonstrated ability to represent Customer Success at the executive level - including forecasting, reporting, and cross-functional alignment with Product, Sales, and Support
- Thrives in high-growth, entrepreneurial environments, with the ability to operate independently and lead through ambiguity

**Skills**
- Strategic thinker and proactive executor - able to design and lead CS strategy while rolling up your sleeves to get things done
- Effective communicator at all levels, including C-suite - skilled at simplifying complex topics for both technical and non-technical audiences
- Deep understanding of Account-Based Success strategies and partner enablement - able to drive growth by aligning value delivery across partner organizations
- Strong leadership and coaching ability - leads with empathy while empowering team members through clear guidance, support, and performance feedback
- Executive presence and confidence managing tough conversations, escalations, and high-stakes customer situations
- Highly organized and self-motivated - thrives in ambiguous environments and able to prioritize and drive results with mínimal oversight
- Data-driven mindset - fluent in Customer Success metrics, tooling, and reporting (e.g., NRR, CSAT, usage data, QBRs)
- Collaborative and cross-functional - experienced in working closely with Sales, Product, and Support to deliver end-to-end partner success

**Nice to Have**
- Experience working with MSPs, MSSPs, or the IT service provider space
- Familiarity with Okta, IAM, or security tools
- Hands-on experience with Customer Success tools like HubSpot, Catalyst, ChurnZero, or similar
- Experience scaling Customer Success in a remote-first or distributed team environment

**What We Offer**
- Competitive salary - $130-140K CAD
- Comprehensive benefits package designed to support you and your family's health,