Customer Success Lead

Summary

Join Keep, a Canadian fintech company, as their Customer Success Lead. You will lead a small team, build strong customer relationships, and drive customer growth and retention. This role involves shaping repeatable processes, building scalable systems, and collaborating with cross-functional teams. You will be responsible for tracking customer engagement, identifying opportunities to expand account value, and representing the customer in strategic planning. The ideal candidate has experience leading customer success or account management teams in high-growth environments and is comfortable operating in ambiguity. This is a chance to make a significant impact on a rapidly growing fintech company.

Requirements

• You have experience leading customer success or account management teams in high-growth environments
• You’re proactive, structured, and thrive at the intersection of customer experience, process, and growth
• You’re a strong people manager who builds trust, understands individual strengths, and helps team members level up
• You know how to turn qualitative and quantitative inputs into actionable strategies, even if you’re not deep in the data yourself
• You’re comfortable operating in ambiguity and can balance fast-paced execution with long-term thinking
• You have strong customer presence, and you’re confident leading high-stakes conversations with top-tier clients

Responsibilities

• Lead and Enable the Customer Success Team
• 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
• Engage and Grow Customer Relationships
• 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
• Drive Customer Health and Commercial Impact
• 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
• Build Scalable Systems and Processes
• 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
• Contribute to Cross-Functional Strategy
• 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

Benefits

Work in a remote-friendly, high-ownership culture built on speed, transparency, and results