On-site | Vancouver Office - 675 W Hastings St.
What You'll Own- Establish the number, then hold it. Build the retention baseline: GRR held at 95% and health signals with thresholds you define.
- Build the expansion motion from the ground up. Grow the number of product each lab runs with your team.
- Lead the post-sale teams in Vancouver and Manila. Customer success, onboarding and renewals across both offices, running as one system: playbooks, save plays, a defined escalation ladder, coverage model and QBR cadence.
- Get the pattern to product. What customers tell us should reach the roadmap as structured feedback, not stay as support tickets. You own the mechanism that makes that happen.
- Decide, and know where the line is. Yours: how the install base is segmented, where health thresholds sit, what gets escalated and to whom, what a save is worth, and where to concentrate investment across the base.
What You'll Get- Direct access to 2,000+ labs, and the authority to act on what they tell you.
- A category-defining problem in a $40B industry where the incumbent software hasn7t been rebuilt in a generation.
- Production AI tooling from day one: Claude, Cursor, and LLM-powered workflows built in-house - not a sandbox, not a pilot.
How We WorkWe ship before we7re 100% certain. We write things down because we have two offices and memory is lossy. We debate loudly and move without resentment. We treat the customer7s real problem as more important than an elegant internal process. If you7ve spent time waiting for permission to try something obvious - you7ll notice the difference here immediately.
What We Need- You7ve led a customer success, retention or expansion org in B2B SaaS.
- You7ve owned gross retention and churn as a number you were measured on - not a report you produced.
- You7ve built an expansion or account management function from scratch.
- You7ve managed a distributed team across time zones.
- You7re commercial and data-fluent.
Also useful, though not required:
- You7ve built a health scoring or account measurement system where none existed
- You7ve driven a fix through a team that didn7t report to you
- You7ve managed through a systems migration
- You know dental or CAD workflows.
Apply today @ EviSmart Careers
