CoPilot AI is a Vancouver-based SaaS start-up with a mission: to innovate the way people grow their business by humanizing digital interactions in a scalable way.

We believe in maximizing authentic and mutually beneficial human connections for business growth, which is why CoPilot AI automatically targets qualified people on social media, initiates one-to-one conversations, and surfaces timely sales opportunities without requiring any cold calling, events, or expensive advertising. Our goal is to create a place where our customers can have more meaningful conversations at scale.

As we scale into the next phase, we are looking for a Vancouver-based Head of Customer Success to lead our Customer Success (CS) team!

The Role

Reporting to the Director of Revenue Operations, the Head of Customer Sucess will be responsible for ensuring our customers achieve their goals using our AI-driven solutions. The Head of Customer will collaborate with leaders across the organization to deliver outstanding customer experiences, drive retention, and identify opportunities for upselling.  This is a key leadership position to lead, empower, and nurture our might CS team and enhance our high-performance culture. 

The Head of Customer Success plays a critical role in CoPilot AI’s ambitious growth plans and seamlessly combines industry knowledge, innovative vision, emotional intelligence, thought leadership, and a solutions-driven approach to promote excellence in alignment with CoPilot AI’s people-first culture.

What you’ll do:

• Customer Advocacy: Act as the voice of the customer across the organization, advocating for their needs and expectations, and ensuring they are met.
• Customer Success: Drive the adoption of product features, best practices, and retention through effective customer success initiatives.
• Cultural Leadership: Foster a highly engaged organizational culture that is customer-obsessed, emphasizing a strong sense of ownership, a product-first mindset, and a first-principle approach to delivering value.
• Strategic Planning: Lead the development and execution of the customer success strategy, ensuring alignment with business goals and objectives.
• Customer Experience Design: Implement and optimize customer experience design and process improvement methodologies to enhance customer satisfaction and operational efficiency.
• Team Leadership: Build, lead, and develop high-performing teams to deliver world-class customer experiences while continuously driving improvements through technology and innovation.
• Cross-Functional Collaboration: Work closely with Product, Marketing, Sales, and Rev Ops to ensure a cohesive and integrated approach to customer experience and success.
• Focus and Accountability: Drive a strong focus on net retention and creating value for our customers, ensuring that our services not only meet but exceed customer expectations.

This is a critical role within the company, and our expectations are equally high. Whatever you do should drive growth in the right direction. We will reward the right candidate with career growth, professional development opportunities and perks. Most importantly, you will be part of a success story, joining a team of high-performing professionals committed to excellence.

Who you are:

• Bachelor's degree in Business, Marketing, or a related field, or equivalent education.
• 5+ years in customer success management, preferably within a SaaS or start up environment.
• Strong advocate for customer needs with the ability to foster and maintain deep customer relationships.
• Keen business insight and understanding of customer success strategies and their impact on overall business goals.
• Outstanding communication, interpersonal, and relationship-building skills, capable of engaging effectively with customers and internal stakeholders at all levels.
• Proven ability to lead, mentor, and develop high-performing teams, with a focus on driving customer satisfaction and retention.
• Strong problem-solving skills with a proactive approach to identifying and addressing customer issues.
• Analytical thinker, adept at data interpretation and making data-driven decisions to enhance customer success initiatives.
• Proficient in CRM systems and customer success tools, with a strong understanding of SaaS products and AI technologies.
• Self-motivated and capable of working both independently and in team settings, with the ability to thrive in a fast-paced, dynamic environment.

Bonus:

• Hubspot Certified

What’s in it for you:

• Competitive Compensation: A competitive annual base salary between the range of $105,000 to $130,000 CAD, commensurate with experience and skill level. In addition, you will also be eligible for an annual performance bonus of up to 15% of the base salary. 
• Hybrid Work Environment: Enjoy the flexibility of a hybrid work environment where CoPilotteers come into our downtown Vancouver office 2 days per week and work from home when you need it.
• Comprehensive Benefits: We've got you covered with a comprehensive benefits package, including health, dental, and vision insurance.
• Health and Wellness Spending Account: We care about your well-being inside and outside the office. You will receive an additional $200 per month for a health and wellness spending account that accrues upon passing probation - our team uses it for their at-home office setup, electronics, gym memberships, haircuts, and more!
• Paid Time Off: We offer a generous paid time off policy as we believe that rest and rejuvenation are key for high performance.
• Stock Options: Upon joining CoPilot AI, you will receive stock options with the expectation of significant value. We're a team of high performers working together on a breakthrough success story, and we want you to share in the value we're creating.
• Culture Building Initiatives: Company-wide events hosted by our Culture Committee, as well as regular team events, designed to foster connections between CoPilotteers.

Our Interview Process

One of our operating principles is transparency, so we’d like to share our interview process with you:

• Phone Screen: A 30-minute audio Zoom call with a member of our People & Culture team or the hiring manager to align on the position, share context about our team and goals, and learn about your interests, skills, and experiences.
• Competency Interview: A 1-hour Zoom call with our Director of Revenue Operations and VP of Partnerships. The interview will consist of behavioural questions that target role-specific competencies.
• Assignment Submission + Review: After the competency interview, you will be given a practical assignment relevant to the Head of CS role. This assignment will allow you to demonstrate your problem-solving skills, strategic thinking, and technical knowledge. You will have to submit the assignment and present it to our team, we will review your work and provide feedback during the next interview stage.
• Culture Add Interview + Team Meet Up: A 1 hour Zoom call or in person meeting with a senior leader at CoPilot AI and a member of the Customer Success team to assess your alignment with our core values and core competencies. We pride ourselves on having a diverse, inclusive, and collaborative culture where all CoPilotteers are empowered to make decisions and drive our collective success.
• Offer and Reference Checks: If you’ve made it this far, our Director of Revenue Operations will give you a call to share the good news with you! We’ll ask you for two professional references and send over the formal offer documents. Then it’s simply a countdown until your start date!

About CoPilot AI

CoPilot AI has been recognized as a BC Technology Impact Award finalist and lauded by Canadian Business as the winner of the Best Pivot award and one of Canada's Fastest-Growing Companies. Deloitte spotlighted us as a 2021 Canada Companies-to-Watch Winner. Our latest win? Being highlighted by Forbes as one of Canada's best startup employers for 2024!

As an equal opportunity employer, CoPilot AI truly stands behind #diversity and are committed to creating an environment of inclusion where hiring decisions are based on merit and business needs and without regard to race, colour, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. CoPilot AI also makes workplace accommodations for qualified individuals with disabilities as required by applicable law. If you require accommodations during the interview process, please let us know and we will work with you to meet your needs.

Our Values? Glad You Asked!

#Innovation: We are passionate about creating, innovating, and pioneering. We constantly strive to challenge the status quo.

#Boldness: We care deeply about our work and the impact we make. We are audacious in our decisions and actions, showcasing our commitment to the success of our customers and our team.

#Authenticity: We pride ourselves on being genuine, transparent, and real in all our interactions. We believe in authenticity, which we exhibit both internally and externally.