CX Lead

Job description

What you'll do Optimize our annual close delivery process in collaboration with Operations, Engineering and CX with the goal of $1M ARR/FTE capacity. Partner across Sales, Partnerships, Growth to deliver a world-class experiences for customers and partners. Design repeatable processes across the customer journey from handoff to year-end close and renewals. Identify opportunities to increase expansion revenue and customer retention by delivering a seamless experience. Shape our internal knowledge base, train future team members and “build the playbook” on how to work best with Business Owners and Accountants. Respond directly to customer inquiries across onboarding and support with clarity, empathy, and action. What we're looking for Domain expertise (Strong accounting knowledge required, CPA preferred) working with complex accounting workflows across small to large businesses 3–7+ years in SaaS Customer Success, CX Operations, or Implementation, with a track record of improving onboarding and retention. Exceptional writing and verbal communication, articulating customer needs and internal recommendations with precision. Bonus Points For Empathy for Entrepreneurs; been self-employed, run a side business, or served small-business owners. You were an early employee (or founder) at a startup and are comfortable defining process, policy, and metrics from the ground up. Advanced undergraduate and graduate business credentials (MS/MBA, CPA, EA) or a background in consulting or advisory. Location This role is in person in our Toronto, Canada office. What We Offer $100,000-$150,000 CAD with generous equity Comprehensive medical, dental, and vision for you and your family Life insurance & disability coverage Daily lunches, snacks, and beverages (coffee, matcha, carbonated) Join Us We’re building a world-class team of creative thinkers and doers from diverse backgrounds. If you’re excited by this role—even if your experience isn’t a perfect match—we want to hear from you. About Kick Kick is an applied AI company building the first self-driving bookkeeping experience. We’ve raised $20M from OpenAI, General Catalyst and Google Ventures to help millions of Business Owners and Accountants to automate the boring stuff–so they can focus on what matters most. We’re an team of cross-functional entrepreneurs, engineers and domain experts using craft, agency and candor to build the future of accounting and grow the ownership economy. About the Role Kick is reimagining what it's like to run a modern business, where much of the busy work gets automated. The Customer Experience Lead will work at the edge of what's possible in this AI-native world, where revenue is driven by the amount of value generated for our Business Owner and Accountant customers. You will use your domain expertise in accounting and work with small business owners and accountants to make sure they are successful and translate learnings into product feedback. You'll contribute to the development of content that touches all areas of the customer journey from onboarding to renewal.