About

• What you'll do
• Design and document repeatable processes across the customer journey from handoff to year-end close and renewals.
• Partner across Sales, Partnerships, Growth to deliver a world-class customer experiences directly to customers and partners.
• Own our annual close delivery process in collaboration with Operations & Engineering with the goal of $1M ARR/FTE capacity.
• Establish key operational metrics (e.g. time to implementation, time to value, onboarding completion rate) and use them to drive improvements.
• Identify opportunities to increase expansion revenue and customer retention by delivering a seamless experience.
• Shape our internal knowledge base, train future team members and “build the playbook” on how to work best with Business Owners and Accountants.
• Respond directly to customer inquiries across onboarding and support with clarity, empathy, and action.
• We're looking for someone who
• Has 3–7+ years in SaaS Customer Success, CX Operations, or Implementation, with a track record of improving onboarding and retention.
• Measures success by Time-to-Value, CSAT, and revenue contribution and adjusts priorities accordingly.
• Communicates clearly in writing and on calls, articulating customer needs and internal recommendations with equal precision.
• Delivers high-quality work independently, applies a first-principles mindset, and maintains momentum without extensive oversight.
• Bonus Points For
• Empathy for Entrepreneurs; been self-employed, run a side business, or served small-business owners.
• You were an early employee (or founder) at a startup and are comfortable defining process, policy, and metrics from the ground up.
• Advanced undergraduate and graduate business credentials (MS/MBA, CPA, EA).
• Have knowledge of accounting fundamentals, ideally having supported or executed monthly or annual close processes.
• Location
• This role is in person in Toronto, Canada.
• What We Offer
• Top-of-market salary with competitive equity that’s QSBS-eligible
• Comprehensive medical, dental, and vision for you and your family
• Life insurance & disability coverage
• 401(k) with retirement benefits
• Daily lunches, snacks, and beverages (coffee, matcha, carbonated)
• Join Us
• We’re building a world-class team of creative thinkers and doers from diverse backgrounds. If you’re excited by this role—even if your experience isn’t a perfect match—we want to hear from you.