Head of Customer Success
Location: Hybrid- 3 days office (Yorkville, Toronto) with some travel to London, Ontario.
Citation Canada is built on the belief that HR and Health & Safety are essential to the growth of any organization. Starting our journey as HRdownloads in 2008, we’ve since helped thousands of businesses across Canada make these matters clearer, faster and painless. We’re dedicated to being the most complete and connected HR and Safety solution in Canada, with award-winning technology, world-class support and industry-specific HR and Health & Safety content. We are your trusted HR and Safety partner, for all Canadian companies.
Citation Canada forms part of Citation Group - a collective of businesses dedicated to supporting small and medium-sized enterprises across a range of essential services. We know that running a business means juggling a lot. Our mission is to ease these pressures by providing expertise, guidance, and solutions that enable business leaders to focus on what they do best. From HR and Health & Safety to Cybersecurity, E-Learning, and ISO compliance, we’ve got you covered.
Citation has achieved strong growth through a combination of organic expansion and strategic acquisitions, continually broadening our expertise, services, and reach to create a one-stop shop that supports businesses across the UK, Canada and Australia.
The role:
We have an existing vacancy within our Client Success team to lead the Canadian Client Success function across Client Onboarding, Engagement, Expansion and Retention. The role will be responsible for ensuring clients realise value throughout their lifecycle, while driving operational excellence, strengthening client relationships and delivering sustainable, long-term recurring revenue growth.
Client Success Strategy & Leadership
- Own the Canadian Client Success strategy across Client Onboarding, Engagement, Expansion and Retention.
- Lead the Client Success team, ensuring the right capability, structure, priorities and performance to meet business needs.
- Drive a culture of accountability, continuous improvement and exceptional client outcomes.
Client Retention & Revenue Growth
- Own retention, renewals, cross-sell and upsell performance across the existing client base, accountable for commercial outcomes, not just activity.
- Identify at-risk accounts early and lead proactive win-back and retention strategies.
- Partner closely with Sales on strategic renewal planning and expansion opportunities.
- Drive client advocacy and long-term client value.
Client Onboarding & Experience
- Own client onboarding and implementation delivery, ensuring clients achieve value quickly and successfully adopt Citation Canada's solutions.
- Continuously improve the end-to-end client experience across the client lifecycle.
- Partner with Sales to ensure seamless transitions from acquisition through to onboarding and ongoing engagement.
Client Success Operations
- Own Client Success operations, including processes, workflows, systems and service delivery metrics.
- Use data and client insights to identify opportunities, improve performance and scale the function effectively.
- Establish clear measures of success and drive operational excellence across the team.
Cross-Functional & Strategic Partnerships
- Support Product strategy through client feedback, adoption insights and market trends.
- Support Marketing through client references, case studies, testimonials and lifecycle engagement.
- Contribute to company-wide client experience initiatives.
- Lead or support strategic platform migration and change management programmes, ensuring strong client engagement and adoption.
About you:
- Proven experience building and leading high-performing B2B Client Success teams, accountable for onboarding, engagement, retention, renewals and revenue growth.
- Strong commercial ownership of retention and growth targets, with the ability to use client, operational and financial data to identify trends, challenge assumptions and drive sustainable recurring revenue growth.
- Experience leading clients and teams through significant change, with clear communication, effective risk management and the ability to build confidence through the adoption of new technologies, services and ways of working.
- A strong track record of developing capable, accountable leaders and creating clarity around priorities, performance and client outcomes, while fostering ownership, collaboration and operational excellence.
- Excellent cross-functional leadership, building effective partnerships across Sales, Marketing, Finance, Technology and Operations to align teams around shared client and business goals.
- Hands-on experience with CRM, Client Success technology, automation and AI, leveraging these to improve client insight, operational efficiency, service delivery and decision-making, while scaling the function.
- Resourceful and adaptable, comfortable balancing strategic thinking with hands-on execution in a fast-paced, evolving environment and focusing teams on the highest-impact priorities.
- Strong ownership and accountability for measurable outcomes, with a genuine focus on client value and a clear understanding that retention and expansion are core to the Client Success function.
Why choose us?
Compensation is one part of our broader Total Rewards package that supports wellbeing, balance, and growth. Today, this includes:
Time Off & Flexibility
- 3 weeks of vacation
- Your birthday off
- 2 paid volunteer days
- Office closure between Christmas and New Year’s
Health & Wellbeing
- Comprehensive group benefits, including health, dental, insurance coverage, and an Employee Assistance Program.
- 10 paid personal time-off (PTO) days for appointments, illness, or well-being needs.
Work Environment
- A hybrid work environment built on trust and accountability.
- A standard 7.5-hour workday.
- Support for professional development and continuous learning.
Base Salary: The expected base salary range being offered to candidates for this role is $165,000 – $180,000 base salary + eligible for quarterly incentive plan of up to 25% base. Positioning within this range will be determined based on a variety of factors such as skills, and experience.
Additional Information:
Use of Artificial Intelligence (AI) - As part of our hiring process, Citation Canada uses artificial intelligence enabled tools to support the screening, assessment, and selection of applicants. These tools assist our teams but do not replace human decision making. All employment-related decisions are made by our team.
If you require accommodation at any stage of the recruitment process, please let the recruitment team know.
