Customer Success Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Manage a designated portfolio of professional-services clients throughout their entire Teamwork.com journey.

• Foster adoption, ensure value realization, oversee renewals, and identify opportunities for expansion.

• Act as the main point of contact for customers and oversee customer health, renewal preparedness, and risk assessment.

• Conduct onboarding processes from beginning to end with Professional Services, which includes data migration and technical setup.

• Facilitate strategic Executive Business Reviews showcasing ROI and utilization metrics.

• Collaborate with Account Executives and Renewal Managers to spot growth opportunities, reduce churn, and unlock additional revenue streams.

• Align agency business processes with resource management, budgeting, and time-tracking functionalities.

• Collect and relay customer feedback, feature suggestions, and operational challenges to the Product and Engineering teams.

• Contribute to the development of customer success playbooks, health-scoring frameworks, and retention strategies.

• Keep precise customer records, health indicators, renewal context, forecasts, and action items.

• Lead discussions on commercial renewals, negotiate terms, and manage the renewal process.

⛳️ Requirements

• 3–5 years of experience as a dedicated Customer Success Manager or Account Manager managing a B2B SaaS portfolio (preferably Mid-Market or Enterprise tier).

• Must reside in Ontario.

• Must have the legal right to work in Canada.

• Familiarity with billable hours, project margins, and utilization rates.

• Outstanding capability to quickly build trust, navigate intricate account dynamics, and deliver value-focused presentations.

• Proficient in utilizing customer health metrics, CRM systems (HubSpot/Salesforce), and CS platforms to create data-driven retention strategies.

• Proactive, results-oriented approach in a dynamic environment.

• Comfortable integrating AI into daily operations and exercising judgment on AI-generated outputs.

• Ability to lead commercial renewals, negotiate terms, and oversee retention metrics.

🏝️ Benefits

• Employee Share Options (ESOP).

• Competitive salary and On-Target Earnings (OTE) as applicable.

• Up to 30 days of vacation starting from day one.

• Pension (401K), Dental, and Health Insurance benefits.

• Give Back and Mentoring program.

• Wellbeing initiatives.

• Educational resources and a generous allowance to support professional growth.

• Inclusive policies for maternity, paternity, and parental leave.

• Flexible working arrangements.

• Recognition programs.