Manager, Customer Success
New
J
JobgetherB2B SaaS
Canada, Flexibility to support both West and East AMER time zonesFull-TimeManager
SalaryCA$100,000–CA$125,000 annual salary range for Canada.
Apply NowOpens the employer's application page
Job Details
- Languages
- Fluent written and spoken English
- Experience
- 5+ years of experience in customer-facing roles, including at least 2 years in Customer Success or Account Management within a B2B SaaS environment; At least 2 years of people-management experience
- Required Skills
- People ManagementSalesforceCustomer SuccessZendeskLookerAccount ManagementCRMData analytics
Requirements
- 5+ years of experience in customer-facing roles.
- At least 2 years in Customer Success or Account Management within a B2B SaaS environment.
- At least 2 years of people-management experience, ideally leading distributed teams.
- Demonstrated success managing a commercial book of business including retention, expansion, and churn prevention.
- Strong proficiency with CRM and analytics platforms (e.g., Salesforce, Zendesk, Looker).
- Experience using data-driven insights, portfolio-health metrics, and ARR to drive strategy.
- Familiarity with AI tools and willingness to adopt technology to improve team efficiency.
- Excellent interpersonal, communication, and conflict-resolution skills.
- Strong operational discipline to balance recurring deliverables with urgent escalations.
- Reliable home internet connection.
- Fluent written and spoken English.
Responsibilities
- Lead, coach, and develop a team of five Customer Success Managers across the Americas, establishing effective 1:1s, portfolio reviews, and team calibrations.
- Manage team capacity, portfolio allocation, and workload balancing using customer complexity, engagement volume, and other effort indicators.
- Drive retention, churn prevention, contraction management, and expansion outcomes across a high-value customer portfolio.
- Establish proactive account-health and early-warning mechanisms to address risks before escalation.
- Partner with Sales to identify expansion opportunities, including new-country launches and product cross-sells.
- Lead complex customer escalations and coordinate with Operations, Product, Legal, and Payroll teams.
- Champion AI-assisted Customer Success workflows to automate monitoring, risk identification, and reporting.
View Full Description & ApplyYou'll be redirected to the employer's site
