Manager, Customer Success Team – Mid-Market

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

📋 Description

• Build and expand a portfolio of clients by leading a team of Customer Success Managers.

• Apply technical knowledge to assist the team in managing customer relationships.

• Utilize experience in success and account management effectively.

• Ensure a high customer retention rate is maintained.

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

• Advocate for customer needs to Product, Sales, and Leadership teams.

• Develop and archive technical solutions in a centralized knowledge repository.

• Collaborate with internal teams to provide exceptional customer experiences.

• Mentor, train, and support CSMs to achieve or surpass performance objectives.

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

⛳️ Requirements

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

• Strong leadership abilities and team management skills.

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

• Exceptional written and verbal communication, problem-solving, and relationship-building capabilities.

• Proficient in data analysis and formulating strategic recommendations.

• Comfortable using Google Workspace, including Google Sheets and Google Docs.

• Familiarity with Salesforce is advantageous.

• Proficiency in an additional language is a valuable asset.

🏝️ Benefits

• Quarterly bonus

• Remote-first work arrangement

• Option to work from anywhere in the world for up to 3 months

• Parental leave program

• Work-from-home stipend

• Paid time off for birthdays and company anniversaries