CX Lead

CX LeadCX LeadAbout KickKick is an applied AI company building the first self-driving bookkeeping experience. Weve 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.Were 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 RoleKick is reimagining what its like to run a modern business where much of the busy work gets automated. The Customer Experience Lead will work at the edge of whats 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. Youll contribute to the development of content that touches all areas of the customer journey from onboarding to renewal. What youll doOptimize our annual close delivery process in collaboration with Operations Engineering and CX with the goal of 1M ARRFTE 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 were looking forDomain expertise Strong accounting knowledge required CPA preferred working with complex accounting workflows across small to large businesses3-7 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 ForEmpathy 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 MSMBA CPA EA or a background in consulting or advisory.LocationThis role is in person in our Toronto Canada office. What We Offer100000-150000 CAD with generous equityComprehensive medical dental and vision for you and your familyLife insurance & disability coverageDaily lunches snacks and beverages coffee matcha carbonatedJoin UsWere building a world-class team of creative thinkers and doers from diverse backgrounds. If youre excited by this role-even if your experience isnt a perfect match-we want to hear from you.Apply nowCustomer ExperienceToronto CanadaShare onApply nowTerms of servicePrivacyCookiesPowered by Rippling