Manager, Customer Success Management

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

📋 Description

• Oversee, mentor, and enhance the skills of a team of 4 to 7 pooled Customer Success Managers who are responsible for a collective customer portfolio.

• Supervise workload allocation, queue management, and team capacity.

• Perform portfolio assessments, renewal evaluations, risk analysis, and performance reviews.

• Guide CSMs in rapid discovery, effective customer communication, and delivering value with fewer interactions.

• Recruit, onboard, and nurture CSM talent.

• Implement the Customer Value Framework through standardized operational strategies.

• Guarantee lifecycle coverage, onboarding confirmations, adoption milestones, and pre-renewal assessments.

• Set value milestones and outcome criteria across the customer portfolio.

• Track portfolio health indicators and steer team efforts towards high-priority accounts.

• Be accountable for retention performance, renewal preparedness, and early risk identification.

• Collaborate with Renewals and Sales leadership on renewal strategies and expansion pathways.

• Define operational rhythms, coverage benchmarks, response standards, escalation procedures, and handoff protocols.

• Uphold documentation standards and maintain accurate CRM/customer-success tools.

• Utilize metrics such as coverage, response times, adoption rates, health scores, renewal rates, and expansion ARR to enhance performance.

• Identify opportunities for automation and process enhancements that boost capacity.

• Work in partnership with Support, Product, Professional Services, Renewals, and Sales to enhance the customer experience.

• Highlight systemic risks, adoption barriers, and product feedback patterns to senior management.

• Contribute to strategic planning efforts for the wider Customer Success organization.

⛳️ Requirements

• Minimum of 5 years of experience in B2B SaaS.

• At least 3 years in Customer Success or account management roles.

• A minimum of 2 years managing or leading CSM teams.

• Experience in operating a pooled, shared, or scaled coverage model, or a proven ability to create one.

• Strong grasp of renewal strategies, retention management, and risk identification at scale.

• Demonstrated capability to design and enhance repeatable processes, playbooks, and operational standards.

• Proficiency in managing through systems and data rather than solely individual account relationships.

• Possess a strong analytical mindset with the ability to convert portfolio signals into prioritized actions for the team.

• Leadership approach characterized by transparency, accountability, and high standards.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Tax-advantaged accounts (HSA, FSA).

• Annual Lifestyle Spending Account (LSA).

• 401(k) with company matching.

• Paid parental leave.

• Vacation, personal, and wellness days.

• Annual budget for learning and development.

• Eligibility to participate in the company’s annual bonus program.

• Commitment to equal employment opportunities, inclusion, and diversity.