{"id":769547,"url":"https://alion.io/job/ribbon-customer-success-lead","title":"Customer Success Lead","company":{"id":33160,"name":"Ribbon","domain":"ribbon.ai","url":"https://alion.io/company/ribbon","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":34000,"max_usd":98000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":17},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-14T02:58:40Z","employer_posted_date":"2026-08-14","last_verified_at":"2026-10-21T05:22:46Z","board_verified":true,"closed_at":null,"days_open":68,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":68},"description":"Help Ribbon’s customers transform how they hire while building the foundation for Customer Success at one of the fastest-growing AI companies in recruiting.\nAs our Customer Success Lead, you’ll be our dedicated CS leader and a hands-on player-coach responsible for making our customers successful from implementation through adoption, expansion, and renewal. You’ll own relationships with some of our largest enterprise customers while building the processes, playbooks, and operating rhythms that will allow Customer Success to scale.\nThis is not a role for someone who only wants to manage a team. We’re looking for someone who loves being close to customers, solving problems, driving implementations, and jumping into the details. You’ll execute today while helping build the CS organization we’ll need tomorrow.\nAbout Ribbon\nRibbon is building the future of hiring: faster, smarter, and built for scale. Recognized by Fast Company as one of the Most Innovative Companies of 2026 and featured by The New York Times, BBC, Inc., and Bloomberg, we’re helping employers find the right people 10× faster. Our always-on voice AI interviewer screens candidates in minutes, identifies top talent automatically, and frees recruiters to spend time where it matters most. We work with some of the largest Fortune 500 customers in automotive, self-storage, logistics, and high-volume hiring. Ribbon is helping teams dramatically reduce time-to-hire, raise candidate quality, and scale without adding headcount.\nHow you’ll make an impact\nOwn customer success end-to-end: Manage key enterprise customers from onboarding through adoption, renewal, and expansion.\n\nBe a hands-on CS leader: Lead customer calls, implementations, business reviews, and escalations.\n\nBuild the CS playbook: Create the processes, systems, metrics, and operating rhythms needed to scale Customer Success.\n\nDrive adoption and outcomes: Help customers maximize Ribbon usage and demonstrate measurable business impact.\n\nOwn retention and expansion: Identify risk early, drive renewals, and uncover growth opportunities across strategic accounts.\n\nShape the product through customer feedback: Partner with Product and Engineering to surface needs, solve recurring problems, and improve the platform.\n\nBuild for scale: Standardize, automate, and document what works as the customer base grows.\n\nOwn NRR and expansion: Be accountable for net revenue retention (NRR) across your customer portfolio, including an expansion quota and proactively identifying opportunities to grow existing accounts through increased usage and broader adoption across teams.\n\nWe are looking for someone who\nHas 5-7 years of experience in Customer Success, Account Management, Implementation, or a similar customer-facing role, ideally in B2B SaaS.\n\nHas experience owning complex enterprise customers and building relationships with both users and executive stakeholders.\n\nWants to stay hands-on with customers while also helping lead the broader Customer Success function.\n\nHas a strong track record of driving customer adoption, retention, renewals, and expansion in an enterprise environment.\n\nIs comfortable partnering with Product and Engineering teams on implementations, integrations, escalations, and customer feedback.\n\nHas strong executive communication skills and can confidently lead conversations with senior talent leaders.\n\nHas experience using CRM systems, especially Attio, to manage customer relationships, account activity, renewals, and expansion opportunities.\n\nIs highly organized, accountable, and comfortable managing multiple enterprise customers and initiatives at once.\n\nExperience with HR tech, recruiting technology, ATS platforms, APIs, integrations, AI products, or enterprise software is a strong advantage.\n\nWhy Ribbon\nCompetitive salary + meaningful equity. We want you thinking like an owner because you are one.\n\nDirect customer impact. You’ll shape how companies adopt AI in one of the most important parts of their business: hiring.\n\nCutting-edge tech. Work with the latest AI tooling, not yesterday’s stack.\n\nHigh-growth environment. Join at the inflection point of a fast-scaling, VC-backed company.\n\nHealth & wellness stipend. Your mind and body are part of the product.\n\nAnnual international offsite. Each year, we take our team on an exciting journey to a different international destination. It’s more than just travel, it’s an investment in alignment and collaboration.\n\nTeam lunches & meetups in Toronto. A flexible hybrid work environment.\n\nReady to Standout? How to Apply:\nWe’ve ditched the cover letter and initial screening. Experience Ribbon’s product by starting your AI interview now - 24/7, no recruiter bottlenecks.\nApply in Seconds: Click here to start your AI Interview - here\nShowcase Your True Potential: Go beyond your resume and let your skills shine.\nStay Tuned: If you’re a match, our team will reach out fast for next steps.\nWe can’t wait to see how you’ll help our customers hire faster, smarter, and better with Ribbon.","description_format":"text","description_chars":5023,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Growth opportunities","Hybrid work"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["AI Agents","Recruiting Software & ATS"],"lifecycle":[{"event":"open","at":"2026-09-11T21:11:41Z"}],"visa":[],"liveness":{"score":9,"band":"cold","label":"Long shot","p_open":1,"p_active":0.325,"p_room":0.28,"age_days":67,"expected_fill_days":27,"reasons":["conf:1","win:tail","crowd:"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/ribbon-customer-success-lead","json_url":"https://alion.io/job/ribbon-customer-success-lead.json","meta":{"generated_at":"2026-10-21T05:44:12Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8395,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":33160},"rest":"https://alion.io/mcp/rest/get_company?id=33160"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fribbon-customer-success-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fribbon-customer-success-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fribbon-customer-success-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ribbon-customer-success-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fribbon-customer-success-lead"}]}