Manager, Customer Success - Commonwealth
New
Remote - UK or Canada, Global time zonesFull-TimeManager
Salary123,750 - 198,000 CAD per year
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Job Details
- Experience
- 8+ years in customer-facing roles; 3+ years managing people in Customer Success or equivalent
- Required Skills
- Cloud ComputingPeople ManagementSalesforceStakeholder managementCustomer SuccessSaaS
Requirements
- 8+ years in customer-facing roles
- 3+ years managing people in Customer Success or equivalent
- Proven success leading teams serving enterprise and public-sector customers
- Track record driving retention, adoption, and satisfaction through a team
- Experience with QBRs, success planning, and executive stakeholder management at scale
- Ability to coach others on onboarding, adoption, escalation, and renewal readiness
- Strong partnership skills across Sales, Professional Services, Support, and Product
- Familiarity with Salesforce, Gainsight, and customer success tooling
- Understanding of SaaS, cloud, and connected-device or hardware ecosystems
- Excellent written and verbal communication with executive presence
- Willingness to travel extensively (~40–50%) and work across global time zones
- Degree or equivalent experience
Responsibilities
- Manage, mentor, and develop a team of CSMs across Commonwealth territories
- Set clear goals aligned to retention, adoption, NPS, and product utilisation
- Ensure the team acts as a strategic partner to customers by building value roadmaps and leading executive business reviews
- Own QBR excellence at scale, including standards, preparation, and executive readiness
- Partner with Sales, Professional Services, Support, Product, and Marketing teams to deliver outcomes
- Travel regularly to customer sites and regional hubs (~40–50%)
- Adapt playbooks for public-sector customers with varied procurement and operational contexts
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