CX Lead

Kick
Toronto
Workplace: OnsiteFull timeCAD 100,000 - 150,000 annuallyFunction: Administration & Executive AssistanceExperience: 3-7 yearsEducation: professionalSkills: ["Communication","Writing","Planning","Customer empathy","Process design"]

The CX Lead will optimize the annual close delivery process in collaboration with Operations, Engineering and CX to drive value for Small Business Owners and Accountants. You’ll design repeatable customer journeys, expand revenue opportunities, build a knowledge base, and respond to inquiries, shaping the product with feedback from real customer interactions in a fast-growing AI-native accounting platform.

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FursaFursa
Kick
Kick
7 months ago

CX Lead

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Last checked: 1 hour agoStatus: Live

Job Summary

The CX Lead will optimize the annual close delivery process in collaboration with Operations, Engineering and CX to drive value for Small Business Owners and Accountants. You’ll design repeatable customer journeys, expand revenue opportunities, build a knowledge base, and respond to inquiries, shaping the product with feedback from real customer interactions in a fast-growing AI-native accounting platform.
Location: Toronto
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance

Key Responsibilities

  • •Optimize our annual close delivery process in collaboration with Operations, Engineering and CX to improve efficiency and ARR/FTE
  • •Partner with Sales, Partnerships and Growth to deliver world-class customer 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 retention through a seamless customer experience
  • •Shape and maintain internal knowledge base and train team members to work effectively with Business Owners and Accountants

Pay and Benefits

Salary: CAD 100,000 - 150,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionEquityLife Insurance

Key Requirements

  • •Domain expertise in accounting with CPA preferred
  • •3–7+ years in SaaS Customer Success, CX Operations, or Implementation
  • •Exceptional writing and verbal communication, articulating customer needs clearly
  • •Empathy for entrepreneurs; experience with self-employed or small-business owners helpful
  • •Advanced undergraduate or graduate credentials (MS/MBA, CPA, EA) or consulting/advisory background
Experience:3-7 yearsSaaSCustomer successCx operationsImplementationAccounting
Education:Professional (JD, MD, etc.)
Skills:CommunicationWritingPlanningCustomer empathyProcess design
Certifications:CPA
Languages:English
Tech Stack:AccountingCRMCustomer success tooling

Company Brief

Kick
Kick is a live-streaming platform focused on gaming, IRL, and variety content, offering creators monetization tools, community features, and a competitive revenue-sharing model to attract streamers and viewers away from incumbent platforms.
Industry: Streaming Platforms
Founded: 2022
Website