Manager of Customer Success

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager of Customer Success based in Canada.

This role offers the opportunity to lead and scale a customer success function within a fast-growing SaaS environment.
You will combine people leadership, strategic account ownership, and operational improvement to drive measurable customer outcomes.
The position focuses on improving adoption, retention, renewals, and long-term customer value through proactive engagement.
You will coach a team of Customer Success professionals while personally managing key enterprise relationships.
Working cross-functionally with sales, product, support, and operations teams, you will help build scalable processes and customer-focused strategies.
This is an ideal opportunity for an experienced customer success leader who enjoys balancing strategic thinking with hands-on execution.

The Manager of Customer Success will lead a team while acting as a trusted advisor for strategic customers, ensuring successful adoption, retention, and business growth. This player-coach role requires strong leadership, operational discipline, and the ability to create scalable customer success practices.

• Lead, mentor, and develop a team of Customer Success Managers through coaching, performance management, career development, and continuous skill-building.
• Establish customer success goals, performance metrics, and accountability frameworks to drive team effectiveness.
• Develop and execute customer success strategies that improve adoption, retention, renewals, and customer lifetime value.
• Personally manage a portfolio of strategic enterprise customers, acting as an executive sponsor and trusted advisor.
• Lead executive business reviews, renewal discussions, adoption planning, and strategic account conversations.
• Partner with sales teams on expansion opportunities, account planning, and commercial strategies.
• Monitor customer health indicators, identify risks, and implement proactive success plans to prevent churn.
• Ensure consistent customer lifecycle management through standardized playbooks, processes, and best practices.
• Design, document, and optimize customer success workflows to improve scalability and operational efficiency.
• Develop dashboards and reporting frameworks to track customer health, retention, satisfaction, adoption, and team performance.
• Collaborate with product, support, professional services, revenue operations, and sales teams to improve customer outcomes.
• Act as the voice of the customer by gathering insights, communicating feedback, and influencing improvements.
• Drive initiatives that enhance customer experience, reduce escalations, and strengthen long-term relationships.

Requirements:

The ideal candidate is an experienced Customer Success professional with strong leadership abilities and a proven track record of managing SaaS customers. You should be comfortable leading teams, handling strategic accounts, and using data to improve customer outcomes.

• 2–5+ years of experience in Customer Success, Account Management, or a related SaaS-focused role.
• 1–4+ years of experience managing and developing Customer Success teams.
• Proven experience managing enterprise and strategic customer relationships.
• Demonstrated success in customer retention, renewals, adoption initiatives, and expansion opportunities.
• Strong executive communication, presentation, and stakeholder management skills.
• Experience collaborating cross-functionally with Product, Sales, Support, and Operations teams.
• Strong analytical and problem-solving abilities, with experience using customer health metrics and success KPIs.
• Ability to build scalable processes, playbooks, and operational frameworks.
• Experience using CRM and Customer Success platforms.
• Experience leading executive business reviews and strategic account planning.
• Preferred experience in enterprise SaaS, software platforms, DevOps, QA, software testing, or developer-focused products.
• Ability to work effectively in a distributed remote environment.
• Willingness to travel occasionally across North America as required.

Benefits:

• Flexible work options, including fully remote, hybrid, or office-based arrangements within the country of employment.
• Competitive compensation package.
• Comprehensive wellness benefits, including an annual wellness stipend.
• Three weeks of vacation to start.
• Paid volunteer day and additional floating holidays.
• Registered Retirement Savings Plan (RRSP) with company matching contributions.
• Employee Stock Purchase Program.
• Opportunities to grow within a global, technology-focused organization.
• Collaborative environment focused on innovation, customer success, and professional development.