Manager, Customer Success Team – Mid-Market

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

📋 Description

• Expand a portfolio of clients by guiding a team of Customer Success Managers.

• Utilize technical expertise to assist the team in customer management.

• Draw upon experience in success and account management.

• Maintain a high rate of customer retention.

• Formulate strategies to enhance revenue retention and stimulate growth within the customer segment.

• Act as the customers' advocate to Product, Sales, Leadership, and other internal teams.

• Create and archive technical solutions to customer challenges in a centralized repository.

• Collaborate with internal teams to deliver exceptional customer experiences.

• Offer coaching, training, and support to ensure CSMs achieve or surpass performance targets.

• Assist CSMs and customers in managing escalations and complex situations.

⛳️ Requirements

• Over 5 years of experience in customer success, account management, or a related field, preferably within a SaaS context.

• Strong leadership qualities and team management capabilities.

• Demonstrated success in enhancing customer satisfaction, retention, and revenue growth.

• Superior written and oral communication, problem-solving, and relationship-building skills.

• Ability to assess data and provide strategic recommendations.

• Proficient in Google Workspace, including Google Sheets and Google Docs, as well as Salesforce.

• Proficiency in a second language is an additional advantage.

🏝️ Benefits

• Work remotely from anywhere in the world for up to 3 months.

• Parental leave benefits.

• Stipend for work-from-home expenses.

• Days off for birthdays and the company anniversary.

• Quarterly bonuses.

• Accommodations available upon request during the interview process.