Manager, Customer Success – Technical Account Management

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

📋 Description

• Oversee, mentor, and nurture Customer Success Managers and Technical Account Managers by establishing clear expectations and promoting an inclusive environment.

• Facilitate team development through individual meetings, team discussions, performance evaluations, career development, recruitment, onboarding, succession planning, and empowerment.

• Foster strong partnerships between CSMs and TAMs, ensuring a comprehensive understanding of customer goals, use cases, success metrics, and technical settings.

• Guide CSMs in managing strategic relationships, developing success plans, promoting adoption, measuring value, and addressing lifecycle risks and opportunities.

• Support TAMs with proactive technical advice, solution enhancement, user adoption, and risk management.

• Ensure that teams effectively communicate customer value through success plans, executive interactions, business and technical reviews, and strategic engagements.

• Track customer health and portfolio performance, identifying risks and opportunities along with actionable plans, accountability, and cross-functional collaboration.

• Act as a leadership point of contact for strategic clients and complex issues.

• Advocate for customer feedback, recurring themes, technical challenges, and product deficiencies within the organization.

• Promote responsibility for adoption, satisfaction, retention, and growth; collaborate with Sales and Account Management on renewals, account strategy, and expansion.

• Establish and refine KPIs and performance expectations, using customer and operational insights to prioritize actions, enhance performance, and allocate resources effectively.

• Ensure the consistent implementation of Customer Success and TAM programs, processes, playbooks, and engagement standards.

• Enhance workflows, assist in capacity planning and portfolio management, and support TAM teams in managing commitments, capacity, and utilization.

• Cultivate cross-functional relationships with Sales, Account Management, Support, Professional Services, Product, Engineering, and other departments to address customer needs and enhance the customer experience.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success, Technical Account Management, Professional Services, Support, Solutions Consulting, or another customer-oriented SaaS role.

• At least 2 years of experience in leading, mentoring, and developing customer-facing professionals.

• Background in SaaS, cloud platforms, enterprise technology, or critical technology environments.

• Proven track record in leading teams focused on customer adoption, value realization, retention, satisfaction, and growth.

• Strong grasp of strategic Customer Success and technical engagement, capable of coaching in both areas.

• Experience in talent development through coaching, feedback, performance management, and career advancement.

• Proficient in setting and managing team KPIs, customer health metrics, operational indicators, and performance objectives.

• Excellent analytical abilities with a knack for transforming customer and operational data into actionable priorities.

• Experience collaborating with Sales and Account Management on account strategies, renewals, retention, and growth initiatives.

• Ability to navigate complex customer scenarios and escalations while maintaining trust with both customers and internal teams.

• Exceptional written and verbal communication skills tailored to technical, business, and executive audiences.

• Strong organizational, prioritization, delegation, and decision-making capabilities.

• Capacity to lead effectively in a fast-paced, evolving environment with integrity, empathy, and accountability.

• Bachelor’s degree in Business, Technology, Computer Science, Management, or a related field, or equivalent practical experience.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive work environment.