Head of Customer Success

Intro Video – Quick Message from the CEO about the role!

NOTE : We are not accepting candidates outside of Canada at this time.

Location : Remote (Canada, preference for Ottawa or EST timezone)

Type : Full-time

Reporting to : CEO – Neil Arsenault

About ZeroTek

ZeroTek is a profitable, employee-owned B2B SaaS company that provides a Secure Identity Access and Business Management platform built specifically for MSPs and MSSPs. We’re trusted by managed service providers across North America to deliver modern, Okta-integrated solutions that drive security, operational efficiency, and customer trust.

We’ve been growing since 2020, and now we’re ready to level up our Customer Success function – and we’re looking for the right person to lead that evolution.

The Role

We’re looking for a Head of Customer Success to fully own and scale our Customer Success function during a key stage of company growth. You’ll lead the CS strategy, manage team performance, and be directly accountable for driving retention, expansion, and long-term partner success.

As a member of the leadership team, you’ll work cross-functionally to align customer goals with business strategy, forecast revenue trends, and ensure our MSP partners receive an exceptional experience at scale. This role combines strategic leadership with hands-on execution – ideal for someone who has built or led CS functions at a growth-stage B2B SaaS company (e.g., late Series A, early Series B, or ~$10-15M ARR) and is now ready to scale Customer Success from the ground up in a high-impact, partner-centric environment.

Key Responsibilities

• Represent Customer Success at the leadership level – shaping company and product strategy through the voice of the customer
• Own Customer Success KPIs (onboarding, NRR, GRR, expansion, churn and contraction) and lead forecasting, reporting, and insights for churn, contraction, and expansion across the partner base
• Directly manage key accounts and serve as the senior escalation point for complex or at-risk partners
• Iterate on the full customer lifecycle – from onboarding to expansion – to optimize partner outcomes and drive retention
• Establish, maintain, and improve scalable CS systems, processes, and tooling (e.g. health scoring, QBRs, renewals, onboarding)
• Manage day-to-day CS operations, including ownership of HubSpot for Customer Success data and reporting
• Act as a player-coach – supporting and mentoring team members while also owning and executing core CS initiatives
• Work cross-functionally with Product, Sales, and Support to ensure partner needs are understood and prioritized in roadmap and service delivery

What We’re Looking For

Experience

• 6-10 years of experience in Customer Success or related roles, with 3-5 years leading CS teams in B2B SaaS
• Proven track record of owning and improving key Customer Success metrics across the customer lifecycle, including retention, growth, and onboarding effectiveness
• Experience building or scaling Customer Success functions, systems, and processes from the ground up at a growth-stage company (e.g., late Series A, early Series B, or ~$10-15M ARR if bootstrapped)
• Demonstrated ability to represent Customer Success at the executive level – including forecasting, reporting, and cross-functional alignment with Product, Sales, and Support
• Thrives in high-growth, entrepreneurial environments, with the ability to operate independently and lead through ambiguity

Skills

• Strategic thinker and proactive executor – able to design and lead CS strategy while rolling up your sleeves to get things done
• Effective communicator at all levels, including C-suite – skilled at simplifying complex topics for both technical and non-technical audiences
• Deep understanding of Account-Based Success strategies and partner enablement – able to drive growth by aligning value delivery across partner organizations
• Strong leadership and coaching ability – leads with empathy while empowering team members through clear guidance, support, and performance feedback
• Executive presence and confidence managing tough conversations, escalations, and high-stakes customer situations
• Highly organized and self-motivated – thrives in ambiguous environments and able to prioritize and drive results with minimal oversight
• Data-driven mindset – fluent in Customer Success metrics, tooling, and reporting (e.g., NRR, CSAT, usage data, QBRs)
• Collaborative and cross-functional – experienced in working closely with Sales, Product, and Support to deliver end-to-end partner success

Nice to Have

• Experience working with MSPs, MSSPs, or the IT service provider space
• Familiarity with Okta, IAM, or security tools
• Hands-on experience with Customer Success tools like HubSpot, Catalyst, ChurnZero, or similar
• Experience scaling Customer Success in a remote-first or distributed team environment

What We Offer

• Competitive salary – $130-140K CAD
• Comprehensive benefits package designed to support you and your family’s health, well-being, and peace of mind
• Employee stock options (equity)
• Modern tech stack to empower high-impact work
• Flexible remote work environment
• Ownership mentality : we’re building something meaningful, and everyone plays a part
• Opportunity to shape the Customer Success function at a fast-growing, mission-driven company
• A seat on the rocket ship – buckle up!

Apply Now

If you’re excited to lead, build, and deliver – and want to help shape the future of secure IT services for MSPs – we’d love to hear from you.

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