Head of Customer Experience – Success Management
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Job Description
Lead Customer Experience & Success Management at Member Solutions, a SaaS provider for membership-based businesses in Canada, focusing on client retention and revenue growth.
Responsibilities:
- You will be the Head of Customer Experience & Success Management (CXSM), reporting to the President.
- This is a leadership role with direct ownership of retention, revenue growth, customer success, and team performance.
- You will take over revenue and CX operations within your first two weeks, freeing the Chief Growth Officer (CGO) to focus on technology strategy and platform migration.
- You are the bridge between product innovation and client retention.
- You will coordinate communication, manage expectations, and keep clients confident through the platform migration.
- The first 90 days are hands-on operator time. Pick up the phone, talk to clients, personally handle cancellation calls.
- Lead the retention function: every cancellation gets a structured save conversation.
- Build and iterate AI-assisted save flows (e.g., dynamic scripts, objection handling, cancel interception).
- Own exit interviews for every lost account (eliminate the 'unknown' cancel reasons).
- Use AI to analyze churn data, identify patterns, and proactively intervene before cancellations occur.
- Directly manage the Retention Lead, Growth Lead, Marketing Specialist, and Sales Rep.
Requirements:
- 5+ years in B2B SaaS in customer success, account management, or revenue leadership
- 2+ years managing a team — you have hired, coached, and held people accountable
- Experience driving SaaS retention metrics: churn reduction, save rate, NRR, NPS/CSAT
- Player-coach mentality — you will personally handle cancel conversations and proof calls, not just manage dashboards
- Comfort with data — you can build a weekly dashboard, segment a client base, and make decisions from metrics
- Strong communicator — you write clearly, present confidently, and have difficult conversations without avoiding them
- Bias for speed — you ship before it is perfect and iterate based on results
- AI-specific expectations: You already use AI tools daily (e.g., ChatGPT, Claude, Zapier, Make) and will be expected to use and build on this stack
- You think in systems, regularly looking for ways to automate, augment, or eliminate manual work
- You can point to specific examples where you used AI tools to improve an outcome — a process you automated, a decision you made faster, a workflow you redesigned.
Benefits:
- Performance incentives tied to Net Revenue Retention (NRR) improvement
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