Head of Customer Success & Support

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Head of Customer Success & Support based in Canada.

We are seeking a hands-on customer success leader to build and scale the customer relationships and support operations behind a growing B2B SaaS marketplace. In this role, you will oversee the full post-sale customer journey, managing strategic relationships across enterprise organizations, financial institutions, and vendor partners. You will lead a small team while remaining directly involved in key accounts, escalations, and commercial discussions. You will establish the processes, service standards, and account health metrics that drive adoption, customer satisfaction, and long-term retention. Working closely with leadership, Sales, Product, and Engineering, you will help turn customer insights into measurable business improvements. This is a long-term opportunity to shape a growing function, take ownership, and develop alongside the business.