Manager, Customer Success

About the role

You will lead a team of Customer Success Managers focused on the Key account segment to drive platform adoption and retention. This role involves managing customer relationships, reporting performance metrics to leadership, and acting as an internal advocate for client needs. You will report directly to the SVP of Customer Success.

Key facts

What you'll do

• Mentor and develop a team of Customer Success Managers supporting Key accounts.
• Monitor account health, identify risks, and manage escalations to ensure positive outcomes.
• Collaborate with Sales, Marketing, Product, and Engineering to refine strategies and product offerings.
• Track and report KPIs regarding renewals, expansion, and overall account success to executive staff.
• Develop and implement success plans to maximize value realization for customers.

Requirements

• 2-3+ years of management experience leading Customer Success or Account Management teams.
• Professional experience in a SaaS environment is mandatory.
• Strong communication skills with the ability to present to stakeholders.
• Proven ability to manage cross-functional projects and prioritize workloads.
• Operational mindset with the ability to define and hit performance targets.
• Ability to adapt to changing environments and solve complex customer issues.

Nice to have

• Bachelor degree in a technology-related field.
• Experience in the telecommunications industry.
• Technical background in IT Service Management, IT Operations Management, or telecommunications solutions.

Skills & tools

• Salesforce
• Customer Success platforms (e.g., Gainsight)
• Microsoft Office Suite (PowerPoint, Word, Excel)
• Knowledge of customer health scoring, adoption engineering, and account planning

Practical notes

• Compensation listed is base salary only and excludes bonus, equity, and benefits.
• This is a hybrid position based in the Kitchener office.