Manager, Customer Success – Strategic Accounts

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

📋 Description

• Guide, mentor, and establish performance expectations for a team of Customer Success Managers.

• Conduct assessments and deliver timely, constructive feedback.

• Promote collaboration, accountability, and ongoing improvement.

• Identify and recruit talent while facilitating onboarding processes.

• Conduct structured one-on-ones to review escalations, OKR progress, cancellation forecasts, and renewal pipelines.

• Analyze customer calls and provide coaching on renewal discovery, negotiation, value/ROI presentation, and objection handling.

• Lead weekly team meetings and ensure the quality of CRM/customer success platform data.

• Manage relationships at the executive level for High Touch and Strategic Accounts.

• Lead or assist in complex, high-risk, and high-value renewal discussions.

• Own the complete renewals process and enforce forecast discipline.

• Collaborate with Sales and Finance/Deal Desk on renewal terms.

• Ensure the implementation of outcome-based success plans and adoption playbooks.

• Maintain multi-threaded relationships and cultivate secondary relationships on key accounts.

• Manage the voice-of-customer feedback loop, including NPS follow-ups and action plans for detractors.

• Handle escalations until resolution within SLA.

• Develop segment strategies, account coverage plans, territory designs, and resource allocations.

• Analyze trends within the book of business and create playbooks for health, adoption, retention, and expansion.

• Collaborate with leadership from Sales, Product, Marketing, and Support.

• Establish KPIs, dashboards, and reporting mechanisms.

• Own segment-level GRR, NRR, churn, uplift, expansion, renewal, forecasting, and retention outcomes.

• Prepare reports for senior management.

• Monitor team capacity and suggest headcount adjustments.

• Identify skill gaps and implement training sessions or workshops.

• Ensure timely completion of enablement processes and maintain expertise in product and roadmap.

⛳️ Requirements

• Demonstrated leadership experience within a high-growth, fast-paced SaaS environment.

• At least 5 years of relevant experience in Customer Success or Account Management, with a minimum of 2 years in a leadership role.

• Assertive, positive, and proficient in both written and verbal communication.

• Exceptional attention to detail.

• Ability to influence effectively at all organizational levels, including executive and C-level stakeholders.

• Quick learner with the ability to articulate new technologies and value propositions effectively.

• Capacity to thrive in a dynamic, fast-paced environment while managing a high volume of customer interactions and team coaching.

🏝️ Benefits

• Flexible work scheduling.

• Paid time off.

• Comprehensive benefits package.

• Opportunities for career development.

• Performance bonuses.

• Equity.