Manager of Customer Success

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

📋 Description

• Guide, mentor, and cultivate a team of Customer Success Managers through ongoing coaching, performance oversight, career advancement, and skill enhancement.

• Set clear objectives, success metrics, and accountability standards.

• Formulate and implement the Customer Success strategy to optimize customer adoption, retention, and long-term value.

• Promote a high-performance, customer-focused culture centered on customer outcomes, operational excellence, and continuous enhancement.

• Assist in the recruitment, onboarding, and professional growth of Customer Success talent.

• Personally oversee a portfolio of strategic or high-value enterprise clients, acting as the executive sponsor and trusted advisor.

• Propel customer adoption, value realization, and long-term retention across personal accounts and the wider team portfolio.

• Track customer health indicators, identify potential risks early, and implement proactive success strategies.

• Ensure consistent engagement throughout the customer lifecycle using standardized playbooks, success plans, and best practices.

• Create, document, enhance, and scale Customer Success processes, playbooks, and best practices.

⛳️ Requirements

• 2–5+ years of experience in Customer Success, Account Management, or a related SaaS field.

• 1–4+ years of experience in people management leading Customer Success teams.

• Proven experience managing enterprise and strategic customer relationships.

• Track record of success in overseeing renewals, customer retention, adoption, and expansion efforts.

• Excellent executive communication and presentation abilities.

• Experience collaborating cross-functionally with Product, Sales, Support, and Operations teams.

• Strong analytical and problem-solving capabilities, with experience in utilizing customer health metrics and success KPIs.

🏝️ Benefits

• Flexibility to work in a manner that suits you best within your country of employment – whether in-office, remote, or a hybrid setup.

• Comprehensive wellness benefits, including an annual wellness stipend.

• Start with 3 weeks of vacation, a paid volunteer day of your choice, plus 2 floating holidays to commemorate any significant occasions.

• Employee Stock Purchase Program.

• Registered Retirement Savings Plan (RRSP) with a 4% company match.