Senior SMB Digital Success Lead, Commercial

📋 Description

• Own the Commercial SMB business (accounts, cases, outreach, and retention) as the single owner and
• Build a success model that catches risk early and drives onboarding, adoption, and expansion across
• Own SMB onboarding fully: the curriculum, how it's delivered, and the results; keep improving based
• Lead the agent rollout for SMB; design the model and build, test, and drive adoption of AI agents
• Work with Sales, Marketing, and RevOps to grow the SMB portfolio: surface expansion and Mid-Market
• Partner with leader and AI Ops to define success metrics and execute plans to exceed targets

🎯 Requirements

• 3+ years in customer success or similar customer-facing role with track record of owning retention
• Real AI building skills (built, tuned, and run AI agents and workflows) not just AI usage
• Strong program ownership and process design capability
• Comfort working at scale, designing systems for consistent proactive support
• Cross-functional influence without authority (AI, RevOps, Marketing, Support) and comfort with
• Prior experience in commercial entertainment or FinTech sectors preferred but not required

🎁 Benefits

• Unlimited Paid Time Off
• Work from anywhere in Canada and USA
• Health and Dental benefits
• Up to $1,500 USD/ $2,025 CAD towards IT set up for your home
• Up to 2% matching RRSP / 401K
• Learning and Development opportunities