Looking for a remote-first CS role in SaaS, fintech, or a technical startup where I own the full client lifecycle. I thrive in high-growth environments where processes are still being built and outcomes are measurable. Background in banking, compliance, and AI tooling — ideal fit for teams operating in financial services or building with AI.
Looking for a job
Philip McKay
@philipmckay
Customer Success Lead with 6+ years in SaaS, fintech & banking — onboarding, adoption, AI tooling, enterprise accounts & retention.
CanadaWhat I'm looking for
I'm a Customer Success Leader with 6+ years of experience in SaaS, fintech, and banking, specializing in enterprise onboarding, product adoption, and retention.
Currently at N3XT, a full-reserve chartered bank built on blockchain, where I own the end-to-end client experience spanning KYC/KYB, compliance, and product activation. I redesigned the entire onboarding flow, cutting time to completion from several days to under 30 minutes and doubling completion rates. I also built and deployed an AI-powered support system in Intercom from scratch — writing every workflow, FAQ, and product tour — reducing manual support volume by nearly 100%. I build internal tooling using Cursor and BigQuery, and operate daily within a secured, compliance-locked banking environment.
At Arima Data, I led a team of 3 CSMs supporting 300+ enterprise users across clients including Subway and Danone. I built the onboarding systems, playbooks, and enablement programs that grew our client base from 15 to 45+, improved activation by 30%, reduced support load by 50%, and drove 120% expansion revenue — while maintaining 90% retention year over year. When a client was at risk of churning due to confusion about our modeling methodology, I built a plain-language one-pager that saved the renewal and is now part of every onboarding package.
Earlier in my career I worked as a Growth Marketing Strategist and Account Manager at two performance marketing agencies, managing 10-12 DTC client accounts simultaneously and delivering 20%+ ROAS improvements through structured A/B testing and data-driven strategy.
I'm drawn to high-growth, high-ownership environments where the systems are still being built — and I bring both the strategic thinking and the hands-on capability to build them.
Experience
Work history, roles, and key accomplishments
Current
Customer Success Lead at N3XT, a full-reserve chartered bank built on blockchain. I own the end-to-end client experience spanning KYC/KYB, MFA, compliance, and first deposit. I've rebuilt onboarding from the ground up, deployed an AI support system, and built internal tooling using Cursor and BigQuery — all within a secured, compliance-locked banking environment.
AD
Client Success & Retention Lead
Arima Data
Nov 2022 - May 2025 (2 years 6 months)
Led the post-sales lifecycle for 45+ enterprise clients, scaling retention strategy and onboarding systems for data analytics tools. Boosted client base from 15 to 45+ while maintaining 90%+ retention through scalable onboarding and lifecycle management. Delivered executive-ready MMM insights and strategic presentations, including Client QBR’s, and managed the "Managed Service" product line.
MM
Fractional CMO / Growth Marketing Strategist
Mindful Marketing
Jun 2021 - Nov 2022 (1 year 5 months)
Functioned as a fractional CMO for 4–5 DTC clients, owning paid media, CRO, and brand strategy. Executed campaigns across Meta, Google, and TikTok, leading CRO for Shopify and building automated Klaviyo flows to drive retention and AOV. Integrated attribution tools like Triple Whale and Northbeam post-iOS 14, and developed analytics reports and brand strategies to improve CX and performance.
NM
Account Manager
Needle’s Eye Media
Oct 2019 - May 2021 (1 year 7 months)
Managed 4–5 clients at a boutique agency, delivering full-funnel marketing strategy and execution. Owned campaign management, reporting, and optimization across all primary ad platforms, conducting market research and developing ad strategies with high ROAS. Created SOPs, landing pages, and high-converting ad copy to enhance campaign effectiveness.
Education
Degrees, certifications, and relevant coursework
BR
Brainstation
Certification, Data Analytics
Completed a certification program in Data Analytics, focusing on key principles and tools for data interpretation and analysis.
AD
Adskills
Certification, Media Buying
Obtained a Media Buyer Certification, demonstrating proficiency in media buying strategies and execution.
AC
Algonquin College
Diploma, Restaurant & Hotel Management
Earned a Diploma in Restaurant & Hotel Management, gaining comprehensive knowledge in hospitality operations and management.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
CanadaAuthorized to work in
Salary expectations
100k-150k USD
Social media
Job categories
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