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.

Accountabilities:: 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.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1