Wishpond (TSXV:WISH) logo
Wishpond (TSXV:WISH)

Built to grow your business.

Senior AI Engineer

AI EngineerMachine Learning EngineerFull TimeRemoteSeniorTeam 201-500H1B No SponsorCompany SiteLinkedIn

Location

Canada

Posted

55 days ago

Salary

0

Seniority

Senior

Bachelor Degree5 yrs expEnglish

Job Description

Senior AI Engineer

Wishpond (TSXV:WISH)

• Own onboarding, handoffs, and lifecycle playbooks from close to renewal • Define customer engagement models by segment (SMB / Mid-Market / Enterprise) • Ensure clear ownership and accountability at every stage of the lifecycle • Define and own KPIs across all CS functions (adoption, health, churn, NRR, renewals) • Establish weekly and monthly operating cadence and performance reviews • Drive forecasting accuracy for renewals and expansion • Hire, onboard, and scale critical CS roles as the business grows • Coach and performance-manage CSMs, Support, and Solution Engineering • Build a high-accountability, customer-first culture • Own churn prevention strategy and early risk identification • Ensure every at-risk account has a documented mitigation plan • Partner with Sales on expansion readiness, timing, and qualification • Support renewals and expansions with clear value articulation • Partner closely with VP Sales on retention modelling, forecasting, and GTM alignment • Align CS with Product to close feedback loops • Act as the voice of the customer internally • Own CS tooling and data hygiene (CRM, health scoring, reporting) • Ensure consistent documentation, notes, and account plans • Drive operational discipline and eliminate reactive fire drills • Other duties as assigned.

Job Requirements

  • 5+ years leading Customer Success, Account Management, or Post-Sales teams
  • Experience managing multi-function CS organisations (CSMs, Support, SEs)
  • Proven track record of improving retention and NRR
  • Strong operational and KPI-driven leader
  • Hands-on, customer-facing leadership style
  • Experience partnering closely with Sales and RevOps
  • A degree or diploma that contributes to the organisation is considered an asset.
  • Strong recruitment, training, leadership, and negotiation skills.
  • Must be detail-oriented and creative and have a passion for helping partners and Team Members achieve their goals.
  • Ability to analyse data and information to make key decisions that lead to continuous wins
  • As part of a diverse team, the ability to work both independently and collaboratively.
  • Must be technical, analytical, results-driven and have the ability to multitask in a fast-paced environment.
  • Organised, administratively strong, and have solid writing, phone, and general communication skills.
  • Fluent in English (spoken and written). Knowledge of a second language is considered an asset.

Benefits

  • Comprehensive training program and regular performance reviews to facilitate your success
  • Competitive compensation based on experience and proven abilities
  • Great referral programs with incentives and bonuses
  • Unbelievable product discounts when you use our products for your own business
  • A global workforce of multi-cultural and talented colleagues
  • A close-knit operation with amazing growth opportunities for your personal development
  • Corporate headquarters in beautiful Vancouver, British Columbia, Canada

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