Manager I, Customer Success Manager
New
J
JobgetherSaaS, Customer Success
CanadaFull-TimeManager
SalaryAnnual on-target earnings of $134,172.50–$173,635 USD, depending on city of residence.
Apply NowOpens the employer's application page
Job Details
- Experience
- 2+ years of experience managing and developing a Customer Success or related customer-facing team.
- Required Skills
- Team managementCustomer SuccessSaaSAccount ManagementRisk ManagementCRMData analytics
Requirements
- 2+ years of experience managing and developing a Customer Success or related customer-facing team.
- Demonstrated experience implementing or managing scaled, low-touch onboarding or account management programs, preferably within a SaaS environment.
- Experience working with Customer Success platforms such as Gainsight, Totango, or similar tools.
- Strong understanding of customer success metrics, including adoption, retention, health scores, risk management, and customer engagement.
- Proven ability to use data, CRM systems, analytics, and operational tools to identify opportunities and improve outcomes.
- Strong problem-solving and solutions-oriented mindset.
- Excellent communication, relationship-building, coaching, and stakeholder management skills.
- Ability to operate effectively in a fast-paced, performance-driven environment.
- Strong bias for action and ability to manage multiple competing priorities.
- Demonstrated ability to collaborate effectively with cross-functional teams.
- Bachelor’s degree from a four-year institution or equivalent educational background.
- Ability to work remotely while maintaining strong collaboration.
Responsibilities
- Lead, hire, onboard, coach, and develop a high-performing team of Customer Success Managers.
- Establish clear expectations, goals, and operating rhythms for key KPIs such as net revenue retention, adoption, and health scores.
- Manage capacity, account assignments, and customer coverage across a high-volume portfolio.
- Own and continuously improve the digital Customer Success journey including onboarding and adoption campaigns.
- Oversee portfolio risk management by identifying at-risk accounts and ensuring documented action plans.
- Translate broader Customer Success strategy into operating models, playbooks, and standards.
- Use data and technology to monitor performance and improve system efficiency.
- Collaborate cross-functionally with Sales, Renewals, Services, Support, and Product teams.
- Represent the customer voice and communicate portfolio health and risks to senior leadership.
View Full Description & ApplyYou'll be redirected to the employer's site
