Manager, Mid-Market Customer Success

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

📋 Description

• Lead, mentor, and guide a developing team of Mid-Market Customer Success Managers (CSMs) throughout the processes of onboarding, adoption, and renewals.

• Conduct weekly one-on-one meetings centered on performance, account strategy, skill enhancement, and career advancement.

• Facilitate bi-weekly coaching sessions focused on discovery techniques, stakeholder management, value-driven discussions, and readiness for renewals.

• Participate in customer calls when necessary to assist with escalations and demonstrate effective customer interaction skills.

• Cultivate a human-centric, low-ego environment founded on trust, accountability, and ongoing improvement.

• Ensure strong portfolio performance across your team's accounts.

• Manage the renewal process comprehensively, guaranteeing proactive renewal strategies and precise forecasting.

• Assist CSMs in early risk identification, handling challenging renewals, and navigating complex customer scenarios.

• Report renewal risks and systemic issues to the Director of Customer Success with comprehensive context and actionable recommendations.

• Collaborate closely with the Director of Customer Success to create, implement, and enhance onboarding frameworks, ramp milestones, adoption and account health playbooks, renewal and forecasting procedures, escalation pathways, and internal operational rhythms.

• Ensure that CSMs possess the necessary tools, clarity, and resources to maintain consistent performance as the team expands.

• Take charge of significant recruitment initiatives as the team increases in size, including interviewing and selection processes.

• Develop and continually refine onboarding and ramp-up plans to facilitate quick productivity for new CSMs.

• Offer hands-on guidance to new hires during their ramp-up period to establish a solid foundation.

• Track account health and adoption indicators across the team's portfolio.

• Maintain a high standard for clear and consistent communication in a distributed work environment.

• Collaborate closely with Account Management, Sales, Product, and Support teams to ensure a seamless customer experience.

⛳️ Requirements

• Over 2 years of experience leading Customer Success teams within a rapidly growing SaaS setting.

• Proven experience in managing and scaling teams (from 5 to 10 or more CSMs).

• Demonstrated success in driving renewals, retention, and adoption metrics.

• Experience in hiring, onboarding, and quickly ramping new CSMs.

• Strong knowledge of proactive adoption strategies and customer health management techniques.

• Solid sales acumen or previous sales experience, with the capability to guide discovery and renewal discussions.

• An exceptional coach and people leader dedicated to fostering the growth of their team.

• Organized, data-oriented, and adept at forecasting and prioritization.

• Low-ego, collaborative, and willing to actively contribute to the team's success.

• Clear communicator who excels in a fast-paced, remote-first work environment.

🏝️ Benefits

• Access our company-funded group benefits for you and your family, including $1,000 allocated for mental health support.

• Enjoy time off during our holiday closure and benefit from our generous leave policies throughout the year.

• Partake in monthly paid meals, an annual wellness allowance to enhance your well-being, and parental leave top-ups as your family expands.

• Secure your share in our success; you will receive competitive stock option grants as a critical early team member.