Customer Experience Lead, Business Owner

About the Role

Kick is reimagining what it's like to run a modern business, where much of the busy work gets automated. The CX Lead, Business Owner will work at the edge of what's possible in this AI-native world, where revenue is driven by the amount of value generated for our Business Owner and Accountant customers.

You will use your domain expertise in accounting and work with small business owners to make sure they are successful and translate learnings into product feedback.

What you'll do

• Optimize our close best practices in collaboration with Product, Engineering and AI teams with the goal of $1M ARR/FTE capacity.
• Partner across Sales, Partnerships, Growth to deliver a world-class experiences for customers.
• Design repeatable processes across the customer journey from handoff to year-end close and renewals.
• 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.

What we're looking for

• Domain expertise (Strong accounting knowledge required, CPA preferred) working with complex accounting workflows across small to large businesses
• 2-4 years of accounting experience
• Customer-obsessed, you care about the experience on the other end of every response, not just whether the ticket is technically resolved
• Exceptional writing and verbal communication, articulating customer needs and internal recommendations with precision.

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
• Advanced undergraduate and graduate business credentials (MS/MBA, CPA, EA) or a background in consulting or advisory.

Location

This role is in person in our Toronto, Canada office.

What We Offer

• $100,000-$150,000 CAD with generous equity
• Comprehensive medical, dental, and vision for you and your family
• Life insurance & disability coverage
• Daily lunches, snacks, and beverages (coffee, matcha, carbonated)

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.