Customer Success Lead

Employment Type: Full-Time Location Type: Remote Salary: [Not Specified]

Our Journey at Keep

At Keep, we embarked on a mission with a powerful question: "Why hasn't the banking experience caught up with the rapid pace of technology?" This continues to fuel our passion for reshaping the Canadian fintech landscape. We provide businesses with a comprehensive suite of cross-border banking services, offering everything from credit cards to deposit accounts, currency conversions, and revenue financing.

With a team of seasoned global startup veterans with successful exits, Keep is committed to leading the charge as Canada's next-generation fintech institution. Backed by VCs in the fintech sector, we're racing ahead, expanding our reach and impact like never before.

About the Role

We’re hiring a Customer Success Lead at Keep to help drive retention, customer growth, and strategic alignment across our customer success function. You’ll play a pivotal role in strengthening our relationships with existing customers, leading a small team, and ensuring our highest-value clients remain engaged and supported. This is an opportunity to bring structure to a growing team, shape repeatable processes, and build long-term impact from the ground up.

Who We're Looking For

• Experience leading customer success or account management teams in high-growth environments.
• Proactive, structured, and thrive at the intersection of customer experience, process, and growth.
• A strong people manager who builds trust, understands individual strengths, and helps team members level up.
• Ability to turn qualitative and quantitative inputs into actionable strategies.
• Comfortable operating in ambiguity and can balance fast-paced execution with long-term thinking.
• Strong customer presence and confidence in leading high-stakes conversations with top-tier clients.
• Experience in fintech, SaaS, or a regulated industry is a plus—but not required.

Key Responsibilities

Lead and Enable the Customer Success Team

• Coach and support a growing team of account managers.
• Introduce consistent workflows, planning cadences, and frameworks to help the team operate with focus and intent.

Engage and Grow Customer Relationships

• Own executive relationships with key accounts, ensuring we’re delivering value, supporting goals, and building strong partnerships.
• Lead strategic conversations, manage escalations, and act as a trusted point of contact for high-value customers.

Drive Customer Health and Commercial Impact

• Track engagement and satisfaction across the customer base.
• Identify opportunities to deepen product usage, expand account value, and improve retention based on insight and customer needs.

Build Scalable Systems and Processes

• Design and implement repeatable programs that drive consistency, visibility, and efficiency across the function.
• Collaborate with RevOps, Product, and Support to close gaps and improve the customer experience.

Contribute to Cross-Functional Strategy

• Represent the customer in planning and strategy conversations.
• Share insights that shape product direction, influence go-to-market plans, and drive customer-led decisions.

Why You Should Be Excited About This Role

• Build and lead a critical function at a rapidly growing fintech.
• Shape the customer journey for businesses across North America.
• Work directly with leadership to influence strategy and decision-making.
• Help Keep scale by driving retention, satisfaction, and customer revenue.
• Operate with autonomy and make a visible impact on company growth.

Why Join Keep?

• We’re a fintech startup building a modern financial ecosystem for SMBs across Canada.
• Join a team rewriting the rules of business banking, backed by top VCs and strong momentum.
• Work in a remote-friendly, high-ownership culture built on speed, transparency, and results.
• Collaborate with sharp, mission-driven people who care deeply about customers and each other.
• Help redefine how businesses experience financial services.