Vice President, Client Success

2 weeks ago

Calgary, Alberta, Canada Virtual Gurus Full time

Virtual Gurus is a well-established scale-up providing a Talent-as-a-Service platform to organizations that require fractional help with their administrative functions. We're proud of what makes us different - a crazy strong social mission to provide fairly-paid opportunities to individuals from traditionally underrepresented communities.

We're looking for a seasoned leader and strategist with an extensive background in customer success management, to join us in the newly minted role of Vice President, Client Success.  

We are seeking an experienced, hands-on Vice President, Client Success (VP, CS) to join our Calgary-based team, to champion the ongoing growth and evolution of our client-focussed operations. The VP, CS will be responsible for designing and scaling client success strategies, optimizing operational efficiencies, and developing a high-performing team. This role requires a leader with a proven track record of scaling the client success function in a high-growth B2B environment and mentoring junior professionals into strategic, client-focused leaders. 

Success in this role requires an entrepreneurial mindset, as scaling a company demands agility, creativity, and a proactive approach to solving complex challenges. The ideal candidate will thrive in an environment where they can innovate, iterate quickly, and make strategic decisions that contribute to the company's long-term success. In a scale-up setting, the ability to adapt, take ownership, and drive continuous improvement is essential for ensuring both client and business growth.

A data-driven approach is also critical to success in this role. The ability to analyze and leverage key performance indicators (KPIs) and business metrics will ensure that expectations, goals, and deliverables are clear to both the team and stakeholders. A strong foundation in data-informed decision-making will enable the team to proactively address challenges, measure success, and continuously refine client success strategies for maximum impact.

Additionally, this role requires strong decision-making capabilities. The successful candidate must be confident in their knowledge and ability, using critical thinking and sound judgment to make decisions that serve the best interests of the business. In a fast-paced, high-growth environment, this leader must be comfortable operating with a high level of autonomy and accountability, making calls that could have both positive and negative consequences while ensuring alignment with the company's strategic goals.

Key Responsibilities:

  • Strategic Leadership: Develop and execute a scalable, data-driven client success strategy that enhances customer satisfaction, retention, account success and long-term growth
  • Operational Excellence: Establish and refine processes, tools, and systems to improve team efficiency, client outcomes, and operational effectiveness
  • Team Development: Build, mentor, and lead a team of junior and mid-level professionals, fostering career growth and skill development
  • Customer Engagement & Retention: Drive initiatives to improve the customer experience, ensuring proactive engagement and high retention rates
  • Cross-Functional Collaboration: Partner closely with all teams, including RevOps, Talent, Sales and Tech, to align strategies and improve overall customer lifecycle management
  • Performance & Metrics: Define and track key performance indicators (KPIs) for client success operations, leveraging insights to drive continuous improvement and ensure all stakeholders have clear performance expectations
  • Scalability & Growth: Implement best practices and innovative approaches to scale client success operations efficiently as the company grows
  • Continuous Improvement & Risk Management: Identify areas for continuous improvement and develop systems and processes that track and optimize productivity, cost efficiency, metrics, and performance targets, while assessing potential risks that may impact long-term strategic plans
  • Coaching & Development: Coach, mentor, and develop team members through training initiatives that reflect full knowledge of the organization and its markets

How do you know if this role is for you?

10+ years of experience in client success, account management, or operations leadership, with a focus on scaling teams and processes

Proven ability to develop and lead high-performing teams, particularly in fast-paced, high-growth environments

Strong operational mindset with experience in process optimization, automation, and data-driven decision-making.

Expertise in customer lifecycle management, retention strategies, and revenue expansion within a B2B or SaaS environment

Exceptional communication and stakeholder management skills, with the ability to influence cross-functional teams.

Experience implementing and optimizing CS tools and platforms (e.g., HubSpot, Salesforce, Zendesk, or similar)

A track record of driving measurable improvements in client satisfaction, retention, and overall business impact

A high level of autonomy and the ability to make critical business decisions with confidence, balancing strategic objectives with immediate operational needs

A willingness to step in—while you need to be operating at an altitude, nothing is beneath you. You are equally okay with putting stuff in the back of your car and driving it somewhere when it's necessary as you are with "minding the store" when the COO is absent

A visionary, coach, and player—this leader must recognize the importance of each of these roles and be able to shift between them seamlessly to drive business success

What's in it for you?

  • Base salary plus performance bonus
  • Employee stock option plan
  • Health, dental, and other insurance benefits
  • Other cool perks like team events and paid flex time
  • Hybrid work arrangements with up to 50% remote collaboration
  • Comfy office space - more beanbag than boardroom
  • A team that walks the walk on equity, diversity and inclusion
  • Being part of an amazing story

We look for people who are passionate, not content to let things happen; show empathy towards clients and virtual assistants and do not operate from a place of solitude without asking questions; who are diligent in their work, but not controlling; and work to show a high level of competence without trying to achieve perfection.

Belief in our social mission fuels us to deliver exceptional experiences to clients, so we can

continue to provide opportunities to our virtual assistants. We walk the walk on justice, equity, diversity and inclusion; in support of our social mission, candidates who identify as Indigenous, Black, Person of Colour, Woman and/or 2SLGBTQIA+ will be given preference in the selection process [s16(1) CHRA].

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