Senior Manager, Sales and Customer Success

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

📋 Description

• Develop a high-performing Sales & Customer Success organization for SMB and Mid-Market segments with well-defined roles, expectations, KPIs, and accountability.

• Recruit, onboard, mentor, and nurture Account Managers and Customer Success professionals.

• Design scalable customer journeys and playbooks encompassing onboarding, adoption, retention, renewal, and expansion.

• Enhance Net Revenue Retention by minimizing preventable churn and establishing a consistent approach to expansion.

• Create and manage forecasting and pipeline strategies for renewals, upsells, cross-sells, and customer revenue opportunities.

• Implement a scalable operating model that balances high-touch engagement with strategic customers and 1-to-many SMB programs.

• Increase visibility into customer health, revenue risks, and expansion opportunities.

• Develop and document playbooks for onboarding, adoption, account management, renewal, expansion, and churn prevention.

• Establish customer health scoring, early-warning indicators, escalation paths, and cross-functional operating processes.

• Be accountable for performance in relation to Net Revenue Retention, renewal, churn, and expansion targets.

• Create precise weekly, monthly, and quarterly forecasts.

• Monitor lifecycle performance metrics and utilize product, engagement, commercial, and CRM data to pinpoint risks and opportunities.

• Ensure that CRM and Customer Success systems accurately represent account activity, pipeline status, customer health, and subsequent steps.

• Provide leadership with insights into performance trends, risks, and growth opportunities.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success, Account Management, Sales, or a similar commercial role.

• At least 2 years of direct experience in people management or team leadership.

• Proven success in hiring, onboarding, coaching, and developing customer-facing teams.

• Experience in high-volume SMB and/or Mid-Market environments.

• Strong commercial instincts with a background in managing renewals, expansion opportunities, contract negotiations, and revenue goals.

• Demonstrated ability to build processes, playbooks, operating cadences, or functions rather than merely adhering to existing ones.

• In-depth understanding of Customer Success metrics, including Net Revenue Retention, Gross Revenue Retention, churn, expansion, renewal rates, and customer health.

• Strong capabilities in forecasting, pipeline management, and performance management.

• Experience utilizing CRM and Customer Success platforms to enhance visibility, automation, and team efficiency.

• Comfortable working with data and converting performance metrics into actionable strategies.

• Ability to transition seamlessly between strategic planning and hands-on execution.

🏝️ Benefits

• Competitive base salary plus bonus compensation structure.

• Comprehensive health benefits, including dental and vision coverage.

• Flexible time off policy.