Lead, Customer Success

Back to jobs Lead, Customer Success Vancouver, BC, Canada Apply About EviSmart EviSmart is the operating system for dental laboratories — delivering CAD Design Services, Lab Management Software, and Workflow Automation to thousands of customers across 28 countries. About the Role We're hiring a function-founding Customer Success leader to own the entire post-sales experience and build CS into a true revenue engine. This is a builder role — you'll design the playbooks, prove them yourself, then scale the team to run them. Your mandate: Transform a support-focused CS function into a revenue-driving organization, dramatically improving Net Revenue Retention. What You'll Do Drive Expansion Revenue Build and execute cross-sell and upsell playbooks across our product suite Identify expansion triggers using usage data, workflow signals, and predictive analytics Transform QBRs from check-ins into strategic growth conversations Own Retention Build customer health scoring from scratch — define inputs, weight signals, create actionable risk tiers Develop intervention and save playbooks for at-risk accounts Monitor contraction indicators and drive proactive re-engagement Optimize Onboarding Define "Time to First Value" metrics for each product line Build segmented onboarding journeys for enterprise, SMB, and practice segments Establish Sales-to-CS handoff processes that set customers up for long-term success Build & Lead the Team Design the CSM org from scratch: Strategic, Growth, and Scale segments with quota accountability Lead CS, Support, and Technical Integration across global offices Run weekly pipeline reviews with the same rigor as a sales org Be the first CSM if needed — carry accounts yourself to prove the model Enforce Execution Standards Develop playbooks for all post-sales motions and roll them out with structured training and certification Measure effectiveness, iterate quickly, and hold people accountable Partner cross-functionally with RevOps, Product, Engineering, Marketing, and Sales Requirements Must Have 5–7+ years managing CSM organizations with direct reports in B2B SaaS Proven NRR/GRR improvement track record with specific, quantifiable results Experience building health scoring and trigger-based expansion programs from scratch Have carried quota yourself or managed quota-carrying CSMs HubSpot CRM proficiency (hands-on) Track record of developing playbooks AND enforcing them with commercial rigor Preferred Experience scaling through hypergrowth at a previous company Multi-product or services + SaaS hybrid experience Vertical SaaS experience (dental, healthcare, manufacturing, or similar) Leadership Attributes Lead from the front — never ask your team to do what you haven't done yourself Courageous — have hard conversations, give direct feedback, make tough calls Disciplined — follow through relentlessly, hold yourself and others to high standards Commercially oriented — CS is a revenue function, not a cost center Builder mentality — energized by creating from scratch, not overwhelmed by ambiguity What We Offer Ownership — build Customer Success from the ground up Impact — board-level priority with direct line to company growth Global reach — lead teams across multiple international offices Challenge — a unique services + software model across global markets Support — strong partnership with RevOps, Product, Engineering, and the executive team Apply today @ Evismart Careers Create a Job Alert Interested in building your career at Evismart? 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