Customer Success Lead
| Company | Keep |
|---|---|
| Location | Canada |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- Experience leading customer success or account management teams in high-growth environments
- Proactive, structured, and thrives at the intersection of customer experience, process, and growth
- Strong people manager who builds trust, understands individual strengths, and helps team members level up
- Ability to turn qualitative and quantitative inputs into actionable strategies
- Comfortable operating in ambiguity and balancing fast-paced execution with long-term thinking
- Strong customer presence and confidence in leading high-stakes conversations with top-tier clients
- Experience in fintech, SaaS, or a regulated industry is a plus—but not required
Responsibilities
- Coach and support a growing team of account managers
- Introduce consistent workflows, planning cadences, and frameworks to help the team operate with focus and intent
- Own executive relationships with key accounts, ensuring we’re delivering value, supporting goals, and building strong partnerships
- Lead strategic conversations, manage escalations, and act as a trusted point of contact for high-value customers
- Track engagement and satisfaction across the customer base
- Identify opportunities to deepen product usage, expand account value, and improve retention based on insight and customer needs
- Design and implement repeatable programs that drive consistency, visibility, and efficiency across the function
- Collaborate with RevOps, Product, and Support to close gaps and improve the customer experience
- Represent the customer in planning and strategy conversations
- Share insights that shape product direction, influence go-to-market plans, and drive customer-led decisions
Preferred Qualifications
- Experience in fintech, SaaS, or a regulated industry is a plus—but not required