Head of Customer Success

Location: Onsite, downtown Toronto

About Shakudo:

Shakudo creates compatibility across the best-of-breed data tools for a more reliable, performant, and cost effective data and AI operating system. As the operating layer on top of your cloud Shakudo allows you to pick the best-of-breed data tools for your needs, while providing a platform with fully automated DevOps experience. This combines the best of both worlds in data stack practices so you can focus on delivering business value with data.

About the Role:

We are seeking a highly skilled Head of Customer Success to lead and scale both our Professional Services and Customer Success Operations, ensuring enterprise clients receive strategic guidance from onboarding to expansion. This role will focus on driving customer adoption, retention, optimizing service delivery, and ensuring that Shakudo’s customers achieve operational excellence with our platform. You will work closely with customers, internal teams, and leadership to design and implement scalable customer success strategies.

Key Responsibilities:

Professional Services:

- Lead and scale Shakudo’s Professional Services function, ensuring enterprise customers receive high-value support, implementation guidance, and best practices.

- Lead the implementation of Shakudo’s platform for enterprise customers, ensuring seamless onboarding, technical integration, and high customer engagement by working cross-functionally with Sales, Product, and Engineering.

- Develop a framework for expanding professional services offerings, including customer training, workshops, strategic advisory, and implementation support.

- Serve as a trusted advisor to enterprise clients, guiding them through complex AI adoption journeys and ensuring they maximize their investment in Shakudo.

Customer Success Operations:

- Engage with business executives and key stakeholders to align Shakudo's offerings with their strategic goals, demonstrating ROI and value realization.

- Identify opportunities for upselling and expansion by tracking customer health metrics and collaborating with Sales to drive additional value for clients.

- Develop and implement customized success plans for enterprise clients, ensuring they achieve measurable business outcomes with Shakudo's platform.

- Implement and refine customer success operations processes, including customer health tracking, success metrics, and reporting.

- Develop and execute customer success strategies to enhance adoption, retention, and overall customer satisfaction.

- Collaborate with the broader customer success team to establish scalable methodologies for customer engagement, training, and proactive support.

- Build and lead a team of customer success managers and professional services specialists as the company scales to drive customer adoption, satisfaction, and revenue expansion at scale.

Qualifications:

- 5-7+ years of experience in customer success, professional services, or customer operations within a B2B SaaS or AI/ML-related company.

- Strong technical acumen, with the ability to understand and communicate complex AI and data infrastructure concepts to enterprise clients.

- Proven track record of leading and scaling professional services teams in a fast-paced, high-growth environment.

- Experience with customer health tracking, retention strategies, and customer lifecycle management.

- Strong stakeholder management skills, with the ability to work cross-functionally across sales, product, and engineering teams.

- Excellent communication and presentation skills, with a customer-first mindset.

- Ability to develop structured processes and frameworks that enhance efficiency and customer experience.

- Experience in working with enterprise customers and large-scale AI deployments is a plus.

- Experience with any of the tools in Shakudo’s integrations list would be a plus.

Why Join Us?

Be part of a fast-growing, high-impact company at the forefront of AI and data infrastructure. Lead and shape the Professional Services and CS Operations function working directly with senior stakeholders as well. Work closely with cutting-edge AI and enterprise clients.

Competitive compensation, benefits, and opportunities for growth.If you are passionate about AI, customer success, and building world-class professional services operations, we’d love to hear from you!