Job Description

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Location:

Toronto or Vancouver; US/remote considered for exceptional candidates

Reports to:

CEO

Team:

Client Success Managers, Onboarding/Implementation, Help Desk/Support, Training & Enablement

About Uplifter

------------------



Uplifter is a sports-tech SaaS powering memberships, registrations, payments, and compliance for

1,000+ clubs and 200+ federations

across North America. We're unifying the experience for clubs and governing bodies--and we're just getting started.

The Role (why this is big)

------------------------------



Own and

reimagine the end-to-end client journey

. As a member of the

leadership team

, you'll

own your team, budget, and outcomes

--and have a real shot to

modernize how sports organizations run

. You'll build strategy and the operating machine (people, process, tooling) that drives retention, NRR, and delightful client experiences.

What You'll Do

------------------

Strategy & Leadership

Set the Client Success strategy for clubs & federations; define coverage models, playbooks, and operating rhythms. Build the org (CSMs, onboarding, support, training); hire, coach, and

cross-train

to remove single-points-of-failure.

Own the budget

(headcount, tooling, programs) and report outcomes at the exec table.

Onboarding & Implementation

Standardize high-velocity club onboarding; project-manage complex federation launches (SOW/BRD/UAT/go/no-go). Create repeatable implementation kits and decision gates.

Support Operations (Zendesk) & SLAs

Run a high-performing

Zendesk

help desk with strict SLAs, clear tiering/escalation, QA/coaching, and WFM basics. Deliver

efficiency gains

: SOPs/macros, better triage/routing, shift-left policies, self-serve/KB expansion, ticket deflection. Introduce

AI

in support (agent assist, auto-classification/routing, summarization, knowledge search) and

measure impact

(FCR, handle time, CSAT).

Adoption, Health & Renewals

Build lifecycle programs (admin enablement, QBRs, adoption campaigns); forecast health, renewals, and expansion; partner with Sales on upsell/cross-sell; own GRR/NRR.

Voice of Customer & Product

Stand up a tight VOC loop to Product/Engineering (bugs, UX, integrations), quantifying demand to inform roadmap.

Data & Reporting

Stand up practical dashboards (e.g.,

Zendesk Explore

) for SLAs, deflection, backlog/aging, health signals; drive weekly ops reviews.

What You'll Bring

---------------------


8-12+ years in

B2B SaaS Client Success/Services

, incl. 3-5+ years leading CSM/onboarding/support teams. Proven ownership of

retention/NRR

, renewals/expansion, and exec-level stakeholder management. Depth in

Zendesk

operations (Guide/Help Center, macros, triggers/automation, views, SLA policies, Explore). Track record of

process re-engineering

(SOPs, QA, tiering, WFM) delivering measurable

efficiency gains

. Hands-on experience

evaluating/implementing AI

in support workflows and proving outcomes. Nice-to-have: payments exposure (Adyen/Stripe/Paysafe), sports/federation or multi-site SMB experience, bilingual

French

.

Benefits & Working Style

-----------------------------


Competitive compensation with performance bonus tied to CS outcomes. 10-20% travel for launches, QBRs, and events.

How to Apply:

Submit your resume and a brief note on how you've delivered

help-desk efficiency gains

(incl. AI) and improved retention/NRR at scale.