VP, Customer Success
Creyos, Canada

Creyos (formerly Cambridge Brain Sciences) is a leading growth-stage B2B SaaS HealthTech company. Our proprietary brain health tools, including digital cognitive assessments and mental health questionnaires, are used by healthcare practitioners treating mental health conditions, brain injuries, aging, and other patient populations throughout the world, as well as by leading researchers. To learn more about our organization, please visit .

You will be part of a team that includes not just your typical SaaS business functions (Sales, Marketing, Customer Success), but also engineers, psychologists, business leaders, and even a world-renowned neuroscientist. We are proud to say that you will be surrounded by some of the smartest, enthusiastic, hard working and dedicated people that you’ll ever meet (at least, that we’ve ever met!).

Retention metrics are the heart and soul of a SaaS-based businessas a result, this role is pivotal within the organization. The VP, Customer Success at Creyos will assume full accountability over driving customer retention and subscription expansion to achieve best-in-class revenue retention results. With a customer-centric mindset, you’ll develop strategies and frameworks to ensure unparalleled customer satisfaction, product adoption, and consultative support throughout the customer journey. The perfect candidate for this role will have a proven track record of successfully managing customer success organizations and team members to exceed their targets. We are searching for an experienced and enthusiastic leader with a strategic mindset coupled with a readiness to dive into operational details. The VP, Customer Success is an agent for positive change and fosters a culture of trust, collaboration, growth and iteration.

As the VP, Customer Success at Creyos, you will:

• Take ownership of the overall strategic vision, direction and associated metrics that govern success of the CS Team, while working cross-functionally to identify, prioritize, effectively communicate and execute new processes that enable team members to exceed their goals
• Assume ownership of all core activities to maximize retention i.e. Net Revenue Retention, Customer Retention, Contract Utilization, Expansion Revenue from Upsell / Cross Sell and Net Promoter Score, ensuring that we consistently meet or exceed annual revenue retention targets
• Become a knowledge expert on the Creyos Health product. Maintain an intimate knowledge of our product, staying on top of updates and developments. Actively and regularly engage with our customers to understand their evolving needs and challenges
• Manage and grow several of our largest accounts ($300k+ in yearly revenues), enabling you to stay close to the practice of customer success while contributing meaningfully to revenue growth
• Coach, train and hire high performing managers and individual contributors that manage a diverse portfolio of accounts (SMB, Mid-Market and Enterprise)whether it’s driving more value in our day-to-day interactions or implementing negotiation principles and tactics that result in win-win situations, you’ve got the experience and expertise to help the team level up across all stages of the customer lifecycle
• Leverage existing customer data, analytics and feedback to derive actionable insights to improve the end-to-end customer journey, influence product improvements, etc.
• Design, scale and optimize new systems, processes and workflows to ensure a high degree of efficiency and productivity of CS related activities
• Build and maintain strong relationships and collaborate cross-functionally with Sales, Marketing, Product, Engineering and Finance teams

• 7+ years of progressive customer success and/or sales experience, working in an environment where you were responsible for driving customer retention, renewals, customer onboarding, lifecycle management and support
• 3+ years in a customer success or sales leadership role within a SaaS-based company
• Consistent with all members of our senior leadership team, the readiness to roll up your sleeves, actively engaging in day-to-day operations
• Extensive experience with retention metrics, preferably overseeing multiple layers of an organization hierarchy
• Experience working in start-up and/or early to mid-stage companies. Demonstrated ability to thrive in a fast paced and dynamic working environment
• A track record of adapting to change and contributing to a company’s evolution
• Experience working with a diverse portfolio of accounts (SMB, Mid-Market, and Enterprise)
• Undergraduate degree or college diploma, preferably in business
• Highly analytical and strategic but also possesses a genuine curiosity and a hands-on approach to getting into the details
• Extensive experience using SalesForce to pull data and

Job Rewards and Benefits