Manager, Customer Success
New
A
Auvik NetworksIT Network Management
Home-based: CanadaFull-TimeManager
Salary$117,500 — $153,000 CAD (Base + Target Incentive) OTE
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Job Details
- Languages
- Excellent spoken and written English
- Required Skills
- SalesforceAccount ManagementCRMCustomer SuccessSaaS
Requirements
- Previous experience leading a team of Customer Success Managers or post-sale revenue professionals.
- Experience in customer success, account management, or sales for a technical product.
- Experience owning or leading teams responsible for gross retention, net dollar retention, upsell, and cross-sell targets.
- Strong understanding of renewal management, customer value realization, adoption strategy, and expansion.
- Strong coaching skills across renewal risk, expansion discovery, objection handling, and commercial discussions.
- Strong forecasting, pipeline inspection, CRM discipline, and operational follow-through.
- Experience in SaaS, computer networking, or the IT industry.
- Experience with CRM software, Salesforce preferred.
- Excellent spoken and written English communication skills.
- Ability to communicate clearly with both technical and executive stakeholders.
Responsibilities
- Lead and mentor a team of Customer Success Managers supporting Corp IT customers.
- Drive product adoption, protect gross retention, and grow accounts through upsell and cross-sell.
- Serve as the first point of escalation for customer risk, renewal strategy, and expansion conversations.
- Accountable for team performance across adoption, gross retention, net dollar retention, upsell, and cross-sell targets.
- Deliver ongoing mentorship, including recruiting, hiring, and training new CSMs on customer engagement and commercial conversations.
- Conduct regular team meetings, renewal reviews, and forecast meetings.
- Collaborate with Marketing, Sales, Product, Support, and Finance to design and execute customer improvement programs.
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