Head of Global Customer Success & Support (IoT)

TL;DR

Head of Global Customer Success & Support (IoT): Overseeing the complete customer journey from post-sale to renewal and expansion for hirify.global Vitality with an accent on adoption, retention, and revenue growth. Focus on building a scalable global CS organization, improving Net Revenue Retention (NRR), and aligning product roadmaps with customer needs.

Location: Hybrid (Oakville, Toronto, or Waterloo, Canada)

Salary: $138,600 - $184,900 CAD

Company

Global leader in IoT and connected transportation providing web-based analytics and a marketplace of third-party solutions for fleet management.

What you will do

• Manage the end-to-end customer journey from post-sale handover through onboarding, adoption, renewal, and expansion.
• Establish global customer lifecycle frameworks, engagement models, and proactive health scoring strategies.
• Drive Net Revenue Retention (NRR) and customer lifetime value through land-and-expand strategies and pricing optimization.
• Lead global customer support operations, implementing scalable frameworks, SLAs, and self-service solutions.
• Build, lead, and scale a high-performing global organization across Customer Success, Support, and Onboarding.
• Collaborate with Product, Marketing, and Engineering to act as the internal voice of the customer and influence the product roadmap.

Requirements

• 10+ years of experience in Customer Success, Account Management, or Customer Experience leadership.
• Proven experience in B2B SaaS, telematics, or fleet technology environments.
• Demonstrated success in scaling CS teams and processes within high-growth or startup environments.
• Bachelor’s degree in Business, Technology, or related field; MBA preferred.
• Strong operational leadership, commercial acumen, and data-driven decision-making skills.
• Must be based in or able to work from Oakville, Toronto, or Waterloo, Canada.

Culture & Benefits

• Flexible hybrid working model with home office reimbursement program.
• Comprehensive medical and dental benefits.
• Retirement savings program.
• Electric vehicle purchase incentive program.
• Baby bonus and parental leave top-up program.
• Online learning and networking opportunities.