Careers at CS Impact
CS Impact is growing. We help B2B technology companies turn post-sales into a revenue-driving function, and we're building out the team to reach more of the leaders who need it. If you want real ownership and the chance to build something from the ground up, we'd love to hear from you.
Customer Success Delivery Consultant
CS Impact · Remote, Canada only · Contract, project-based, paid hourly
About CS Impact
CS Impact helps B2B technology companies turn post-sales into a revenue-driving function, protecting and growing the revenue they already have by lifting retention and expansion. Our work has lifted gross retention 8 points on a $16.5M book and uncovered $1.4M in expansion inside an existing customer base. We're led by Andrea Bumstead, a two-time VP of Customer Success, creator of the 15-Minute QBR (used by 5,000+ people worldwide), and regular chair of the Customer Success Summit.
The opportunity
This is contract, hourly work for experienced CS leaders who want flexibility, a portfolio of interesting companies, and the backing of a proven methodology and brand. You deliver our program (Diagnostic, Foundation, Transformation, Full Rebuild) with clients, using our frameworks and our support. We're building this bench ahead of demand, so this is an expression of interest as much as an application: we get to know you now and bring you into engagements as the work comes in.
Strategy and execution, both
This role requires both strategy and execution. We're looking for a leader who can help define what world-class Customer Success looks like, and then roll up their sleeves to build the processes, systems, and accountability required to deliver it.
What you'll do
- Run diagnostics: surveys, call reviews, and a review of a client's materials and workflows, producing a prioritized set of strategic outcomes.
- Deliver the engagement: training, coaching, operating systems, playbooks, and process design, depending on scope.
- Work autonomously with clients under the CS Impact brand and methodology, and report progress to the CEO of CS Impact and the customer's leadership team.
- Tie the work to what matters: gross retention, net retention, and ultimately company valuation.
You've personally done this work
You can point to real, hands-on experience across most of the following:
- Calculating and improving GRR and NRR
- Mapping customer journeys and segmenting customers
- Designing compensation plans
- Analyzing org structure and making recommendations, including headcount and capacity planning
- Training post-sales teams, and coaching managers and directors
- Creating strategic plans
- Analyzing customer calls
- Designing QBRs, and leveraging Success Plans and Value Maps
- Advising on packaging and pricing
- Conducting churn analyses
- Building and running an account health system
- Optimizing customer onboarding
- Standing up Voice of the Customer programs
- Managing customer escalations
- Working cross-functionally with Product, Sales, and Marketing
- Leveraging AI, including agents and automation, to improve efficiency
What you bring
- 10+ years of progressive Customer Success, Customer Operations, or related leadership experience.
- A track record of transforming or scaling a Customer Success organization, including building the processes and operating systems required for the next stage of growth.
- Significant SaaS experience, ideally across multiple product lines, with a strong grasp of product adoption, customer health, retention, and recurring-revenue models.
- Accountability for an expansion number.
- Competitive, hungry, and coachable: you've been coached, you seek out coaches, and you look for every edge you can get.
- Comfortable working in Claude, and you've personally built and orchestrated AI workflows.
- Experience with Salesforce/HubSpot and Gainsight/ChurnZero/Vitally, or similar platforms, is a plus.
Logistics
- Contract, project-based, paid hourly. Engagement length varies, and this is not guaranteed hours. It's work we bring you as it comes in.
- Remote, Canada-based only. Some travel may be required depending on the client engagement.
Benefits that benefit you
- A flexible work schedule.
- The chance to impact CS strategy at multiple companies.
- The opportunity to learn from a two-time VP of Customer Success turned entrepreneur.
This is not the role for you if
- You need a lot of direction, or you're uncomfortable with ambiguity.
- You need a team to execute for you rather than doing the work yourself.
- “AI experience” on your resume means you use ChatGPT sometimes. We need someone who has personally built and orchestrated workflows in Claude.
How to apply
Send a short note on your background and how what you have done in the past relates to this role, plus your resume and LinkedIn, to andrea.bumstead@csimpact.ca.