Manager, Customer Success

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