Lead, Customer Success

Best Workplaces™ in Canada 2020 - 2025 | Best Workplaces™ with Most Trusted Executive Teams 2024, 2025 | Best Workplaces™ in Financial Services & Insurance 2020 - 2025 | Best Workplaces™ for Mental Wellness 2023 - 2025 | Best Workplaces™ for Giving Back 2022, 2024 | Best Workplaces™ for Inclusion 2021, 2024 | Best Workplaces™ for Women 2021 | Best Workplaces™ in Ontario™ 2020, 2021, 2024 | 2025 Best Workplaces™ for Professional Development

One of Canada’s Most Trusted Investment Brands.

At Picton Mahoney Asset Management (PICTON Investments), being alternative isn’t just what we do—it’s who we are.

Founded by industry pioneer David Picton, we’ve spent 20 years challenging conventional wisdom and redefining the investing landscape. As one of Canada’s most trusted investment brands, we are proudly independent—privately run, 100% employee-owned, and deeply committed to delivering results for our clients.

Thinking Alternatively is in Our DNA. 

With a team of 203 bold thinkers—one-third dedicated solely to investment management—we are specialists, not generalists. Managing $16.6 billion for institutional and retail clients, we navigate markets with conviction, resilience, and a forward-thinking approach.

We’re more than investors — we’re innovators. We challenge traditional investment mindsets, constantly pushing the boundaries to achieve our mission: To bring greater certainty to investors. 

Our success is built on four guiding principles:

• Treat investors’ money like our own.
• Redefine the way investors invest.
• Be human—always approachable.
• Succeed together, one investment at a time.

These aren’t just words—they define how we think, how we invest, and how we work. 

Now, we’re entering our next chapter. We’re transforming our brand and reshaping the way the world invests. If you think alternatively, embrace an entrepreneurial spirit, and thrive in a dynamic, bureaucracy-free environment, join us and be part of what’s next.

Thriving in Our Entrepreneurial Culture

At PICTON Investments, you’ll thrive in our creative and dynamic workplace, where collaboration and support are at the core of everything we do. At our firm, you’ll have the opportunity to take on significant responsibilities, work in a flexible environment, and tackle challenging projects from the outset. Our culture is designed for ambitious professionals who want to make an immediate impact while continuing to push boundaries and achieve our greater mission. You’ll be empowered with a high level of responsibility, trust, and flexibility, providing an exciting and creative space for you to help reshape how the world views alternative investments. With competitive total rewards, performance-based bonuses, and a clear path for career growth, you’ll have everything you need to develop both now and over the longer term.

The Opportunity

At PICTON Investments, success starts with our customers. We’re currently looking for a Lead, Customer Success to own the customer journey-someone who understands the investments industry, drives adoption, and ensures customers achieve real value from our platform. You’ll lead onboarding programs, deliver training demos, and implement strategies that help customers succeed while shaping the overall Customer Success experience.

The expected annual base salary for this role is $60,000 – $90,000, with the final number depending on your experience, skills, and education. On top of that, you’ll be eligible for our discretionary bonus program.

At Picton, being employee-owned means we take care of our team and offer opportunities for top performers to participate in our equity ownership program over time. Eligible employees get access to a full benefits package, including profit sharing, health and wellness coverage, life and disability insurance, paid time off and holidays, learning and development programs, and more, many of which are fully covered or subsidized by us.

What you’ll do for our clients:

• Be the first and most trusted point of contact for our clients, ensuring every interaction is efficient, empathetic, and impactful.
• Lead support conversations via email, chat, and live video-solving problems proactively and helping clients achieve their goals.
• Guide new clients through onboarding, training demos, and platform adoption to ensure a smooth, confident start.
• Investigate client issues by analyzing tickets, logs, and feedback, and communicate solutions clearly and effectively.
• Host live calls to troubleshoot issues or guide clients through solutions step by step.
• Maintain and expand our internal Knowledge Base to make client support faster, clearer, and more consistent.
• Advocate for clients internally-if something slows them down or adds friction, you ensure it’s addressed.
• Identify and implement process improvements to make every client interaction smoother and more valuable.

Who we’re looking for:

• Client Champion: 5+ years of Customer Success experience with a track record of building trust and long-term client relationships.
• Clear Communicator: You make complex concepts simple and actionable, ensuring clients always feel understood and supported.
• Problem Solver: Hands-on with tools like Excel/Google Sheets, you troubleshoot efficiently and turn challenges into solutions.
• Collaborator: You work seamlessly across teams-Product, Engineering, and Clients-to deliver outcomes that matter.
• Proactive and Action-Oriented: You anticipate client needs, take initiative, and continuously improve processes to make clients’ lives easier.
• Industry Insight: You bring knowledge of investments or financial services and can translate that expertise into meaningful client guidance.

Nice to have:

• Experience with support platforms like Zendesk, ServiceNow, or similar.
• Prior exposure to SaaS platforms-especially in startup or scale-up environments.
• Experience with Power BI and Salesforce.

Our Commitment to Employees

At PICTON Investments, we take pride in enhancing our employees' experiences through a comprehensive suite of exceptional perks and programs. Our benefits include corporate fitness reimbursement and discounts, VersaFi memberships (formerly Women in Capital Markets), Picton investment counseling and portfolio management services, volunteer and charitable donation matching, maternity and parental leave top-up, recognition awards, semi-annual performance bonuses, a generous annual vacation entitlement (minimum of 15 days per year), training and development reimbursement, extensive health and dental benefits, a healthcare spending account, and more.

These offerings are designed to support your career growth, well-being, and overall success. Join us and thrive in an environment that values and invests in you!

PICTON Investments is committed to providing an equitable and fair work environment for everyone and all hiring and other personnel actions will be taken without regard to race, colour, creed, religion, sex, disability, gender identity, gender expression, family status, age, language or national origin. We welcome applications from candidates with diverse experiences globally. Canadian experience is not required. If you require an accommodation at any point in time throughout the application and hiring process, please contact Human Resources at (416) 955-4108 or at [email protected].

PICTON Investments does not accept unsolicited resumes, emails, calls, or any other form of communication from third-party recruitment agencies. Any unsolicited outreach, including commercial electronic messages, will neither be acknowledged nor considered.

Please note: We use AI-assisted tools to support parts of our recruitment process, including summarizing interview notes and aligning candidate profiles with job requirements. All decisions are made by our hiring team.