Own onboarding, handoffs, and lifecycle playbooks from close to renewal
Define customer engagement models by segment (SMB / Mid-Market / Enterprise)
Ensure clear ownership and accountability at every stage of the lifecycle
Define and own KPIs across all CS functions (adoption, health, churn, NRR, renewals)
Establish weekly and monthly operating cadence and performance reviews
Drive forecasting accuracy for renewals and expansion
Hire, onboard, and scale critical CS roles as the business grows
Coach and performance-manage CSMs, Support, and Solution Engineering
Build a high-accountability, customer-first culture
Own churn prevention strategy and early risk identification
Ensure every at-risk account has a documented mitigation plan
Partner with Sales on expansion readiness, timing, and qualification
Support renewals and expansions with clear value articulation
Partner closely with VP Sales on retention modelling, forecasting, and GTM alignment
Align CS with Product to close feedback loops
Act as the voice of the customer internally
Own CS tooling and data hygiene (CRM, health scoring, reporting)
Ensure consistent documentation, notes, and account plans
Drive operational discipline and eliminate reactive fire drills
Other duties as assigned.

5+ years leading Customer Success, Account Management, or Post-Sales teams
Experience managing multi-function CS organisations (CSMs, Support, SEs)
Proven track record of improving retention and NRR
Strong operational and KPI-driven leader
Hands-on, customer-facing leadership style
Experience partnering closely with Sales and RevOps
A degree or diploma that contributes to the organisation is considered an asset.
Strong recruitment, training, leadership, and negotiation skills.
Must be detail-oriented and creative and have a passion for helping partners and Team Members achieve their goals.
Ability to analyse data and information to make key decisions that lead to continuous wins
As part of a diverse team, the ability to work both independently and collaboratively.
Must be technical, analytical, results-driven and have the ability to multitask in a fast-paced environment.
Organised, administratively strong, and have solid writing, phone, and general communication skills.
Fluent in English (spoken and written). Knowledge of a second language is considered an asset.

Comprehensive training program and regular performance reviews to facilitate your success
Competitive compensation based on experience and proven abilities
Great referral programs with incentives and bonuses
Unbelievable product discounts when you use our products for your own business
A global workforce of multi-cultural and talented colleagues
A close-knit operation with amazing growth opportunities for your personal development
Corporate headquarters in beautiful Vancouver, British Columbia, Canada

Senior AI Engineer

Key skills