Scaled Customer Success Manager
New
CanadaFull-TimeManager
Salary not disclosed
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Job Details
- Required Skills
- Data AnalysisAccount ManagementCustomer SuccessSaaSHubSpot
Requirements
- Proven experience building and owning scalable customer success or lifecycle programs from the ground up.
- Hands-on ownership of retention, renewal, or account management responsibilities with measurable business impact.
- Experience using customer success or lifecycle tools such as Intercom, HubSpot, Zapier, or similar platforms.
- Strong understanding of customer lifecycle management, including onboarding, activation, retention, and expansion strategies.
- Ability to design and run customer-facing programs such as webinars, workshops, or live engagement sessions.
- Strong analytical mindset with the ability to interpret customer signals and iterate based on data.
- Comfortable working in a fast-paced, ambiguous environment with high autonomy and ownership.
- Strong communication skills with the ability to collaborate across cross-functional teams.
- Genuine customer curiosity and a strong focus on outcomes rather than process.
- Experience working in SaaS or AI-driven environments is highly desirable.
Responsibilities
- Design and execute scalable lifecycle programs including onboarding journeys, adoption campaigns, engagement workflows, expansion signals, and win-back strategies.
- Build and own structured retention playbooks to address churn risk, disengagement, and value gaps across the customer base.
- Develop scalable customer engagement initiatives such as webinars, office hours, community programs, and educational content.
- Measure program performance, analyze outcomes, and continuously iterate to improve retention and adoption metrics.
- Own and optimize the customer success technology stack including Intercom, HubSpot, Zapier, LMS tools, and AI-driven workflows.
- Manage a portfolio of at-risk accounts, executing save motions, identifying value gaps, and driving renewal and expansion outcomes.
- Collaborate closely with Product, Marketing, Sales, and Solutions teams to improve lifecycle signals, handoffs, and customer experiences.
- Translate customer insights into scalable programs that improve overall portfolio performance and Net Dollar Retention.
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