Manager, Startup Customer Success

Role overview

We are hiring on behalf of a partner organization that will handle applications and all subsequent hiring steps. The opportunity is for a Canada-based Manager, Startup Customer Success role.

This is a people leadership position for a customer success professional who enjoys developing teams, improving operations, and creating strong customer outcomes. You will lead a group focused on startup customers, guiding them through onboarding, enablement, adoption, and retention while building scalable programs that improve the customer journey. The role is remote-first and suits someone who can combine strategic thinking with hands-on execution to strengthen team performance, customer experience, and operational efficiency.

What you'll do

• Coach, support, and grow a team of Customer Success Managers through regular feedback, mentoring, and career development guidance.
• Own the success of startup customers across the full lifecycle, including onboarding, enablement, product adoption, and retention.
• Drive operational excellence through quality reviews, workflow improvements, process refinement, and ongoing program optimization.
• Work closely with Support, Product, Operations, and Customer Success leaders to align efforts and improve the customer experience.
• Build and expand scalable customer success initiatives that blend automation with tailored customer engagement.
• Apply performance data, customer feedback, and operational insights to spot gaps and improve team effectiveness.
• Contribute to planning around resourcing, tools, customer engagement models, and broader customer success strategy.

What we're looking for

• Experience leading, mentoring, or managing Customer Success professionals in a SaaS setting, ideally with startup or growth-stage customers.
• Strong knowledge of the customer journey, including onboarding, adoption, retention, customer health, and scalable success practices.
• A track record of building and improving customer success programs, systems, and operating models in fast-moving environments.
• Comfort using data, KPIs, and customer insights to guide decisions and improvement efforts.
• Strong leadership, coaching, and stakeholder management abilities with a focus on accountability and team motivation.
• Excellent planning and problem-solving skills, plus the ability to work well through ambiguity and change.
• Clear written and verbal communication skills with the ability to collaborate across functions and organizational levels.
• Exposure to customer success platforms, CRM systems, workflow tools, and remote team management is an advantage.
• A builder mindset with enthusiasm for process improvement, customer advocacy, and scalable solutions.

Benefits and compensation

• Competitive salary with equity participation.
• Remote-first setup with flexibility across Canada.
• Unlimited paid time off, with encouragement to take vacations regularly.
• Generous stock option program with an extended exercise window.
• Comprehensive health coverage for employees and eligible dependents.
• Fully paid family leave.
• Monthly learning and professional development budget.
• Extra support for conferences, certifications, and career growth.
• Budget for equipment, software, and a home office setup.
• Opportunity to work with a highly skilled team focused on outstanding customer experiences and products.

Application and hiring process

Applications are handled by the partner company. The partner manages the review process and all next steps, while the final decisions and interviews are conducted internally by their team.

Data privacy and AI in hiring

By applying, you agree that the hiring partner may process your personal information for candidate evaluation and share relevant details with the employer, based on legitimate interest and pre-contractual steps under applicable data protection laws, including GDPR. You may request access, correction, deletion, or objection to the processing of your data at any time.

The recruitment process may also use AI-assisted tools for tasks such as resume review, response analysis, and identifying potential inconsistencies or verification signals. These tools support the recruitment team and do not replace human judgment. Final hiring decisions are made by people.