CX Lead

What you'll do Optimize our annual close delivery process in collaboration with Operations, Engineering and CX with the goal of $1M ARR/FTE capacity. Partner across Sales, Partnerships, Growth to deliver a world-class experiences for customers and partners. 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 3–7+ years in SaaS Customer Success, CX Operations, or Implementation, with a track record of improving onboarding and retention. 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 and are comfortable defining process, policy, and metrics from the ground up. 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) 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.