Head of Customer Success

Role Overview

The Head of Customer Success leads the customer success function, helping internal business customers and clients turn digital and AI-enabled capabilities into sustained, measurable value. The role sets the customer success strategy and leads a team focused on customer adoption, feature adoption, customer experience, value realization, and growth in adoption.

What You Will Do

Define and execute the customer success strategy across business groups, service lines, and regions, aligning priorities with business outcomes, customer outcomes, and the digital product portfolio. Build trusted relationships with senior business stakeholders and client-facing teams, create joint success plans, and establish customer segmentation and engagement models.

Why It Might Be a Fit

Success means meaningful use that improves business and customer outcomes, not simply access to a platform or completion of a pilot. The role requires establishing a consistent approach to onboarding, change enablement, customer health, and value measurement while allowing for differences in business-group needs and regional ways of working.

Requirements

• 5+ years of experience in customer success or a related field
• Proven track record of leading customer success teams and driving business outcomes
• Strong understanding of digital and AI-enabled capabilities and their application in business workflows
• Excellent communication and partnership skills, with the ability to build trusted relationships with senior business stakeholders and client-facing teams

Benefits

• Generous paid time off (vacation, sick days, company holidays, personal days)
• Medical, Dental, and Vision benefit plans available to all employees
• Special programs – Employee Assistance Program and accident and critical illness options for you and your family
• Workplace strategies for mental help resources available to all employees
• Registered Retirement Savings Plan (RRSP) with company match
• Company provided life insurance, short-term, and long-term disability benefits
• Education Assistance Program
• Flexible work schedule with hybrid opportunities
• Consumer discounts and rewards through our BenefitsHub
• Advancement opportunities

Tagged as: Change Management