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Ribbon is an AI-powered recruiting platform that uses voice AI to screen candidates and identify top talent 10x faster. The company works with Fortune 500 customers across automotive, logistics, and high-volume hiring sectors.
As Customer Success Lead, you'll be the founding CS leader responsible for building and scaling the customer success function from the ground up. You'll own end-to-end customer relationships with enterprise accounts, from onboarding through adoption, renewal, and expansion. This is a hands-on role that combines direct customer management with strategic function-building.
Key responsibilities include: managing key enterprise customers and leading implementations, business reviews, and escalations; creating CS processes, playbooks, and metrics to enable scaling; driving customer adoption and demonstrating measurable business impact; owning retention and expansion with accountability for net revenue retention (NRR) and expansion quotas; partnering with Product and Engineering on customer feedback and integrations; and standardizing and automating processes as the customer base grows.
You'll need 5–7 years of B2B SaaS customer success, account management, or implementation experience, with a proven track record managing complex enterprise customers and driving adoption, retention, and expansion. Experience with HR tech, recruiting platforms, ATS systems, APIs, AI products, or enterprise software is advantageous. You should be comfortable with CRM systems (Attio preferred), have strong executive communication skills, and be able to manage multiple enterprise initiatives simultaneously. This role requires someone who thrives being close to customers while also building scalable processes and leading a growing team.
Ribbon offers competitive salary with meaningful equity, direct customer impact, cutting-edge AI technology, a high-growth VC-backed environment, health and wellness stipend, annual international offsites, and a flexible hybrid work environment with team lunches and meetups in Toronto.
