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Head of Customer Success
2 days ago
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Head of Customer Success in Canada.
We are seeking a strategic and experienced Head of Customer Success to lead and scale the global customer experience function. This role offers full ownership of the end-to-end customer journey, from onboarding to post-sales support, ensuring satisfaction, loyalty, and operational excellence. You will build, mentor, and inspire a high-performing team while collaborating closely with sales, marketing, and technical partners to enable growth and optimize processes. The position combines strategic leadership with hands-on problem-solving, requiring a proactive approach to improving workflows, automation, and customer communications. The ideal candidate thrives in a fast-paced, remote environment, enjoys driving measurable impact, and is passionate about delivering exceptional client experiences on a global scale.
Accountabilities:- Lead and manage the customer success function, establishing scalable strategies, KPIs, and team goals aligned with business objectives.
- Build, mentor, and guide a high-performing team across support, aftersales, and service coordination.
- Oversee post-sales operations including client onboarding, equipment setup, technical coordination, and ongoing support.
- Enable sales processes through effective communication across email, SMS, and social channels, ensuring accurate quotes, invoices, and order follow-ups.
- Manage shipping, damages, returns, and related customer communications, optimizing processes in collaboration with logistics teams.
- Identify recurring operational challenges and implement process improvements or automation to enhance both efficiency and client experience.
- Collaborate cross-functionally with marketing, sales, and technical teams to support growth initiatives and enhance customer satisfaction.
- Minimum 5 years of experience in client-facing operations or customer success roles, with at least 2 years in a leadership capacity.
- Strong background in e-commerce operations; experience with Shopify and QuickBooks preferred.
- Excellent written and verbal communication skills, with an ability to manage complex client interactions effectively.
- Strong analytical, problem-solving, and process improvement skills with high attention to detail.
- Experience in professional coffee equipment, specialty coffee, or related industries is a plus.
- Proven ability to lead remote, globally distributed teams and drive measurable results.
- Remote-first, flexible work environment with a globally distributed team.
- Opportunity to lead and shape a high-impact customer success function.
- Collaborative and passionate culture, driven by innovation and excellence.
- Exposure to fast-growing, high-impact projects and meaningful professional development.
Why Apply Through Jobgether?
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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