Head of Customer Success

Job Title: Head of Customer Success

Location:
Toronto

Department:
Sales

Type:
Full-time

Reports to:
SVP, Sales & Partnerships

Who is EnStream

EnStream is a trusted leader in secure mobile identity verification and data services in Canada. We work at the intersection of technology, telecommunications, and data privacy — enabling businesses and governments to deliver seamless, secure digital experiences to their customers. Jointly owned by Canada's largest telecom providers, EnStream is uniquely positioned to provide secure access to mobile network insights that drive innovation and protect consumers.

Our mission is to empower frictionless trust in every interaction. EnStream is dedicated to increasing trust and convenience for Canadians using real-life, verified identities and network data held by trusted telco networks. At EnStream, every team member plays a critical role in shaping our strategy and delivering meaningful impact across industries.

About the Role

We're looking for a Head of Customer Success to build and lead the function from the ground up. This is a rare opportunity to design the customer experience at a mission-critical company serving both enterprise clients and millions of end users.

Reporting to the SVP Sales and Partnerships, you'll define what world-class customer success looks like at EnStream — aligning internal teams, driving measurable customer outcomes, and scaling with intention. You'll be both strategic architect and hands-on leader, helping us earn and keep the trust of Canada's most important institutions.

What You'll Do

Build the Function

• Build EnStream's Customer Success vision, strategy, and operating model. Establish customer journeys, segmentation, metrics, playbooks, and operating rhythms/rituals that enable scalable growth.

Lead with Vision

• Hire, coach, and inspire a high-performing Customer Success team. Foster a culture rooted in customer advocacy, operational excellence, and trusted partnership.

Champion Customer Outcomes

• Be the voice of the customer across the business. Translate enterprise customer needs into clear product requirements, support improvements, and roadmap priorities.
• Implement scalable feedback loops, customer health scoring, and executive reporting to proactively identify risks and opportunities.

Drive Strategic Impact

• Own and improve key metrics such as activation, retention, NPS, and expansion. Partner cross-functionally to turn customer insight into meaningful strategic outcomes.
• Partner with Sales to identify expansion opportunities, renewals, and multi-year agreements — grounded in clear value realization.
• Analyze customer usage patterns on a regular basis to identify trends, anticipate challenges, and uncover growth opportunities.

Guide Onboarding & Integration

• Partner with clients through the full lifecycle — from early discovery and solution design to testing, development, successful launch, and ongoing value delivery.

Scale with Integrity

• Design processes that uphold the highest standards of privacy, security, and compliance — ensuring our services protect both enterprises and the consumers they serve.

What You Bring

• 6+ years in customer success, with 3+ years leading and scaling teams, ideally in digital identity, fraud mitigation, or adjacent B2B sectors.
• Experience owning CS strategy end-to-end — from discovery to onboarding to renewal and expansion.
• Deep customer empathy and a passion for delivering measurable outcomes.
• A builder's mindset — comfortable with ambiguity and driven to create lasting systems.
• Strong communicator and cross-functional collaborator — able to influence product, engineering, and executive leadership.
• Familiarity with enterprise environments, privacy-sensitive integrations, and B2B2C dynamics.
• Entrepreneurial spirit and bias toward action; you lead by doing and inspire through clarity.
• Bi-lingual (French and English) a plus

Why Join Us?

• Competitive compensation package with performance incentives.
• Comprehensive benefits program.
• Opportunity to work with a market leader in digital identity verification and mobile authentication.
• Collaborative, high-performing team environment.

How to Apply

Please submit your resume and a cover letter outlining your relevant experience and interest in the role to with "Head of Customer Success" in the subject line.