Job Title

Head of Customer SuccessLocation: Remote: Canada-wideSalary: 150,000 200,000 pending experience and qualificationsCompany Overview:At Sage Recruiting, we're partnering with a well-funded fintech company that's transforming how people manage their finances. Our clients innovative platform combines behavioural psychology with cutting-edge technology to help users maximize happiness through mindful saving, spending, and investing. Their tools make financial management intuitive, rewarding, and easy to adopt.Position Overview:We are seeking a dynamic, strategic, and customer-centric Head of Customer Success to lead our customer success team. This is a key leadership role responsible for driving customer success across both B2B and B2C products. The ideal candidate will have a track record of transforming ambiguity into clear actionable initiatives and establishing scalable processes. This individual will also be responsible for managing the customer success team for our digital banking application and establishing the tech and operating stack for a new B2B product.Responsibilities:Establish the tech and operating stack for a new B2B product while managing the customer success team for the digital banking application (B2C FinTech product).Lead a team of 8 direct reports, providing guidance, mentoring, and establishing best practices for customer success.Own the development and execution of the customer success strategy for both B2B and B2C products, driving retention, satisfaction, and growth.Develop and track key performance indicators (KPIs) for customer success and implement processes to monitor and drive progress.Drive OKRs (Objectives and Key Results) for the team, focusing on excellence and efficiency across both B2B and B2C customer success efforts.Evaluate and implement the latest solutions, including AI, voice, and automation, to improve customer success processes and efficiency.Own day-to-day operations, analyzing metrics, running trials, and improving operational excellence.Create and improve processes to optimize customer experience and resolve issues, ensuring customers feel heard and valued.Discover areas of improvement and independently identify problems to solve, continuously refining processes to meet customer needs.Act as a subject matter expert (SME) for both B2B and B2C products, bringing a deep understanding of customer success in B2C and developer facing B2B services.Work collaboratively across teams to establish processes and solutions that build trust with customers and drive success.Requirements:Proven experience in a customer success leadership role in B2B or B2C software (a mix of both is preferred but not required)Background in FinTech, security, ecommerce or another industry that requires high levels of trustTrack record of transforming ambiguity into clear processes, building systems from the ground up.Experience establishing and driving KPIs and OKRs to achieve measurable outcomes.A metric-driven and process-oriented approach to leadership.Previous experience in establishing customer success processes for both B2B and B2C products.Strong ability to drive initiatives for improving customer service, responsiveness, and trust-building with customers.Comfortable with flexibility and wearing multiple hats in a dynamic, fast-paced environment.Strong communication, analytical, and problem-solving skills, with the ability to implement and execute improvements independently.Ability to ask tough questions and work collaboratively to find solutions that drive efficiency and results.Top 3 Key Accomplishments in this Role:Improve customer service by enhancing responsiveness and trust-building with customers.Discover and resolve areas of improvement autonomously, driving continuous process refinement.Build and establish new processes for the new B2B product to ensure a seamless customer success experience.30/60/90 Day Plan (Key Areas of Focus):30 Days: Analyze current processes, metrics, and team capabilities. Establish clear KPIs and OKRs for the team and begin identifying key areas for improvement.60 Days: Implement new processes to improve customer service and customer experience. Begin driving improvements in B2B product processes and tech stack.90 Days: Drive operational excellence, lead trials for new solutions, and ensure that processes for the B2B product are fully established, with clear KPIs in place to measure success.