Head of Customer Service
Pliant Plastics Corporation
Customer Success Manager
ZerotoOne Strategic
full-time
Posted on:
Origin: • 🇨🇦 Canada
Visit company websiteSalary
💰 CA$70,000 - CA$105,000 per year
Job Level
Mid-LevelSenior
About the role
- Own the client journey post-sale, onboarding, engagement, and retention
- Set clear expectations, build trust quickly, and become a strategic partner to each client
- Proactively identify risks and prevent churn through timely check-ins and milestone management
- Help build the CS function from the ground up, establish SOPs, workflows, reporting tools, and automation to support long-term scale
- Collaborate with leadership to co-design the client lifecycle, NPS loops, and referral programs
- Track key client milestones (e.g., SR&ED submissions, grant deadlines) to ensure timely and accurate delivery
- Serve as the connective tissue between clients and our internal teams (e.g., technical writers, funding analysts)
- Use tools like HubSpot, Notion, and Google Workspace to manage performance and visibility across accounts
- Identify opportunities for upsell, cross-sell, and referrals based on client needs and lifecycle stage
- Provide feedback loops to the sales, marketing, and services teams to improve the customer experience
Requirements
- 3–5 years in Customer Success, Account Management, Consulting, or similar client-facing roles
- Experience at a fast-growing company or scale-up is required
- Prior experience building or refining CS workflows and playbooks
- Familiarity with HubSpot, Notion, and Google Workspace
- Bonus: Exposure to government funding programs like SR&ED, IRAP, or CanExport
- Bonus: Background in financial, technical, or grant-related consulting
