Manager, Customer Success
Leads a team of Customer Success Managers serving key accounts, driving adoption, retention, expansion, and executive reporting. The role requires SaaS experience, people-management expertise, strong cross-functional leadership, and familiarity with customer-success operations and tools.
About the job
Responsibilities
- Lead, manage, and mentor a high-performing team of Customer Success Managers supporting key customers.
- Provide ongoing coaching, feedback, and professional development.
- Own customer satisfaction and retention within the key-account segment.
- Drive product adoption, engagement, retention, and expansion.
- Identify risks and opportunities through customer health monitoring.
- Lead escalated issue resolution and ensure timely, satisfactory outcomes.
- Collaborate with Sales, Marketing, Product, and Engineering on customer-centric strategies and product improvements.
- Track customer-success KPIs and report on customer health, renewals, expansion, and performance to senior leadership.
- Provide customer and industry insights to help shape products and services.
Requirements
- 2–3+ years of management experience leading a Customer Success or Account Management team.
- Required SaaS experience; telecommunications experience preferred.
- Bachelor's degree in a technology-related field preferred.
- Customer-focused with a demonstrated passion for customer success.
- Excellent written, verbal, listening, presentation, and public-speaking skills.
- Proven cross-functional leadership, collaboration, prioritization, and workload-management abilities.
- Ability to learn and master new technologies quickly.
- Project and program management skills, including creating structured customer success plans.
- Operational acumen and ability to define and achieve success targets.
- Familiarity with customer health scores and management, adoption engineering, customer success plans, and account planning.
- Ability to establish rapport and quickly gain situational awareness in customer interactions.
- Goal-driven, adaptable, process-oriented, and able to motivate a team.
Nice to Have
- Technical background in IT service management, telecommunications, or IT operations management solutions.
- Experience at a high-growth SaaS company.
Tools
- Salesforce
- Gainsight or other customer-success tools
- PowerPoint
- Microsoft Word
- Microsoft Excel
Compensation and Benefits
- Target base salary: $102,400–$129,400 CAD for exceptional talent based in Ontario, Canada.
- Salary reflects base pay and excludes bonus, equity, and benefits.
- Competitive benefits and perks.
- AI tools, professional training, and growth opportunities.
- Inclusive office environment focused on collaboration and connection.
Skills
SaaS, Customer Success, Account Management, Telecommunications, It Service Management, It Operations Management, Project Management, Program Management, Customer Health Scores, Adoption Engineering, Account Planning, Salesforce, Gainsight, PowerPoint, Excel
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