Head of Customer Success

6 hours ago

Canada Jobgether Full time
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 results-driven Head of Customer Success to lead the global customer experience function for a fast-growing e-commerce brand. This role is responsible for shaping the end-to-end customer journey, driving satisfaction, loyalty, and operational excellence across multiple channels. You will lead a high-performing team, optimize post-sales operations, and implement scalable processes that enhance both client and internal experiences. The ideal candidate thrives in a dynamic, remote-first environment, has a strong background in e-commerce or customer-facing operations, and is passionate about delivering exceptional service while enabling business growth. This position offers a unique opportunity to make a significant impact across a global customer base. Accountabilities:
  • Lead and mentor a customer success team, overseeing support, aftersales, and service coordination functions.
  • Define and execute scalable customer success strategies, establishing KPIs, processes, and team goals aligned with business objectives.
  • Enable consultative sales and client interactions across multiple channels, including email, SMS, and social platforms.
  • Oversee accurate and timely quotes, invoices, and order fulfillment, coordinating with internal teams and third-party partners.
  • Manage client onboarding, equipment setup, and ongoing support, ensuring a seamless post-sales experience.
  • Lead logistics-related communications for damages, returns, and shipping, collaborating with operations to improve processes.
  • Identify recurring pain points and drive process improvements or automation initiatives to enhance efficiency and client satisfaction.
Requirements: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, QuickBooks, or similar tools preferred.Excellent written and verbal communication skills with a strong client service mindset.Analytical and problem-solving skills, with attention to detail and operational rigor.Ability to manage remote teams and work effectively in a distributed, global environment.Familiarity with professional coffee equipment or the specialty coffee industry is a significant plus. Benefits:Fully remote and globally distributed team with flexible working arrangements.Opportunity to lead a high-impact function within a fast-growing e-commerce brand.Collaborative and passionate culture focused on innovation and customer experience.Professional growth opportunities in a rapidly expanding organization. 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.

#LI-CL1 We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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