(Own retention. Own revenue. This is not a Customer Success role.)
READ THIS BEFORE APPLYING
This is not a traditional Customer Success role.
You will not be only:
- managing relationships
- running check-ins
- tracking NPS
You will be owning revenue and retention outcomes for customers.
If you are looking for:
- clear instructions
- defined scope
- a predictable, low-pressure role
This is not for you. If you want to:
- operate like a founder inside customer accounts
- drive measurable revenue impact
- take full ownership of outcomes (good or bad)
Keep reading.
WHAT YOU WILL DO
You are responsible for ensuring every customer generates meaningful, sustained revenue through Ground.
You operate as the owner of outcomes across your accounts - combining strategic thinking, strong customer relationships, and decisive execution.
This requires you to:
- Own revenue and retention outcomes across your portfolio
- Translate insights (from data, customers, and internal teams) into clear actions
- Prioritize what matters most to drive impact - and execute quickly
- Build strong relationships to influence customer decisions and drive outcomes
- Influence and guide customers on how to grow using Ground
- Intervene early when performance drops and drive recovery
- Orchestrate internally (product, engineering, COM) to unlock more impact
You are not the person identifying every issue. You are the person ensuring issues get solved and outcomes improve. You are not measured by activity. You are measured by outcomes.
🚀 Your job is to make churn irrational.
HOW YOU OPERATE
- You focus on outcomes, not activities
- You prioritize ruthlessly and act quickly
- You build strong relationships to influence decisions - not to maintain comfort
- You take ownership when things go wrong and drive resolution
- You use internal resources (COM, product, engineering) to maximize impact
- You are constantly looking for ways to increase customer value
This is a high-autonomy role.
You are expected to figure things out and make decisions.
WHAT THIS ROLE ACTUALLY LOOKS LIKE
- You analyze a brand’s funnel and identify where revenue is being lost
- You design and execute strategies to recover and grow that revenue
- You actively monitor account performance and intervene early when things decline
- You diagnose why an account is underperforming and take action quickly
- You work directly with founders and growth teams
- You push internally (product, engineering) to unlock more impact
- You move fast, test aggressively, and iterate constantly
Some weeks will feel chaotic.
That’s part of the job.
WHO WE'RE LOOKING FOR
We don’t care about your title. We care about how you operate.
Strong signals:
- You’ve built something (startup, Shopify store, side project, etc.)
- You’ve owned outcomes (revenue, growth, not tasks)
- You move fast without waiting for permission
- You thrive in ambiguity and figure things out
- You have high standards and hate losing
Backgrounds we like:
- Former founders (even if it failed)
- Early-stage startup operators
- Growth marketers from DTC brands
- Top SDRs / AEs who want more ownership
WHAT WILL GET YOU REJECTED
- You want a “chill” job
- You prefer structure over speed
- You define success as “keeping customers happy”
- You need constant direction
- You avoid accountability for results
WHAT YOU'LL GET
- Direct ownership of revenue and retention outcomes
- Exposure to top consumer brands
- High velocity environment where you will grow fast
- A front-row seat in building a generational company
We are a lean team.
Everyone here operates with intensity and ownership.
💡 COMPANY VALUES:
- Ubuntu: “I am because we are”
- Excellence through intellectual humility
- Move with urgency and focus
- Challenge limits and think critically
- We value differences
WHAT WE OFFER
- 🩺 Benefits: Excellent medical, dental and vision benefits
- 🍁 Location: Toronto, ON (in-person ; 4 days from the office)
- 🌍 Offsite Retreats: We’ve been to Barcelona, Munich, Portugal, and Montreal - decide where we go next!
- 🍣 Team activities: Lunches, dinners
- 🏝️ Unlimited PTO
- 🕸️ Access to a world-class network: You'll gain invaluable insights from legendary investors, operators, and leaders. You'll also be exposed to the minds behind venture studios that built Liquid Death, as well as investors from Serena Williams' fund, Initialized, and 776, founded by Garry Tan and Alexis Ohanian.
We keep a lean team, and this is a rare opportunity to join us in building a generational company - you'll learn a lot, build cool products, and grow as our company scales! We love having many voices and diverse backgrounds shape our work and culture. Most importantly, if you like fast growing growth curves… you will soon be celebrating and be part major milestones in coming months! 💸🚀📈
Ready to apply?
Send your CV to hello@joinground.com
