Manager of Customer Success

About the Role

This opportunity is offered on behalf of a partner company seeking a Manager of Customer Success located in Canada. The role involves leading and expanding the customer success function within a rapidly growing SaaS organization. This position blends leadership, strategic account management, and operational enhancement to achieve impactful customer results.

Key Responsibilities

• Guide and develop a team of Customer Success Managers through mentoring, performance reviews, and continuous professional growth.
• Set measurable customer success objectives, define performance indicators, and establish accountability structures to boost team productivity.
• Devise and implement strategies to increase product adoption, improve customer retention, secure renewals, and elevate lifetime customer value.
• Manage a portfolio of strategic enterprise clients directly, acting as a trusted advisor and executive sponsor.
• Conduct executive business reviews, renewal negotiations, and strategic planning sessions with key accounts.
• Collaborate closely with sales teams to identify expansion opportunities and support account and commercial strategies.
• Track customer health metrics, proactively identify risks, and initiate interventions to minimize churn.
• Standardize customer lifecycle management through the creation and maintenance of playbooks, processes, and best practices.
• Design and refine workflows to enhance scalability and operational efficiency within the customer success function.
• Develop dashboards and reporting tools to monitor customer health, retention, satisfaction, adoption rates, and team performance.
• Work cross-functionally with product, support, professional services, revenue operations, and sales teams to improve customer experiences.
• Serve as the voice of the customer by collecting feedback and influencing product and service enhancements.
• Lead initiatives aimed at enhancing customer satisfaction, lowering escalations, and fostering long-term relationships.

Candidate Requirements

• Between 2 and 5+ years of experience in Customer Success, Account Management, or related roles within SaaS.
• At least 1 to 4+ years of experience leading and growing Customer Success teams.
• Demonstrated success managing enterprise and strategic customer accounts.
• Proven track record in driving customer retention, renewals, adoption efforts, and business expansion.
• Strong skills in executive communication, presentations, and stakeholder engagement.
• Experience collaborating across departments such as Product, Sales, Support, and Operations.
• Analytical mindset with capability in using customer health analytics and key performance indicators.
• Expertise in constructing scalable processes, operational playbooks, and success frameworks.
• Proficiency with CRM software and Customer Success platforms.
• Experience conducting executive business reviews and strategic account planning.
• Preference for candidates with backgrounds in enterprise SaaS, software platforms, DevOps, QA, software testing, or developer-centric products.
• Ability to perform effectively in a remote distributed environment.
• Willingness to travel occasionally within North America as necessary.

Benefits and Perks

• Flexible workplace arrangements including fully remote, hybrid, or office presence based on location.
• Competitive salary package.
• Comprehensive wellness benefits featuring an annual wellness allowance.
• Initial three weeks of paid vacation.
• Paid volunteer day and additional floating holidays.
• Registered Retirement Savings Plan (RRSP) with employer matching contributions.
• Employee stock purchase program opportunities.
• Potential for career growth within a global technology-oriented organization.
• Collaborative environment that promotes innovation, customer success, and ongoing professional development.