We are looking for a strategic and performance-driven Manager, Customer Success to join our Customer Success team. The role will involve leading a team of Customer Success Managers, creating process improvements, making data-driven decisions, collaborating cross-functionally, and reinforcing our value proposition.
Requirements
- 2-3 years of experience in Customer Success, Account Management, or similar roles, especially within a SaaS environment
- 2-3 years of experience establishing strategic goals with customers and measuring progress and outcomes
- 2-3 years of experience in a people management or team-lead capacity, leading customer-facing professionals in a SaaS or service-driven environment
- Experience with Customer Success Platforms such as PlanHat, ChurnZero, Gainsight, or equivalent
- Intimate familiarity with Customer Success Frameworks, methodologies, and best practices
- A strong sense of urgency and drive to succeed with the ability to adapt quickly to changing priorities
- Outstanding communication skills and a deeply analytical mindset with a knack for keeping cool under pressure and finding solutions for any situation
- A strong coaching mindset and highly tuned ability to navigate complex relationships
- Ability to thrive in a collaborative, fast-moving environment
- Willingness to travel occasionally; valid passport with no travel restrictions (Canada/USA; Vietnam if required)
Benefits
- Unlimited paid time off
- Retirement savings support with RRSP/401(k) matching at 100% up to 3%
- Health benefits including day one medical, dental, and vision options, life & disability insurance, & paid maternity and parental leave
- Hybrid flexibility
- Work-life balance supported by more than 90% of current employees agreeing that their leader supports their wellbeing
- Participation in our equity program
- Opportunities for career development and advancement
- Purposeful work with a positive community impact