Customer Success, Lead

Eagle Eye; Toronto; On-site; CAD 80,000 - 120,000; Full time

Job summary

Eagle Eye is seeking a Lead, Customer Success to manage strategic customer accounts and mentor a team of Customer Success Managers in Toronto. This role combines client-facing responsibilities with leadership, focusing on delivering exceptional outcomes and driving business success through collaboration, advocacy, and effective strategy execution.

Benefits

Competitive base salary

Bonus potential up to 10%

25 days paid annual leave

5 days paid sick leave

Enhanced family leave policy

Continuous learning support

Competitive healthcare cover

Employee assistance program

Access to Headspace app subscription

Mental Health First Aiders

Qualifications

• Proven experience managing enterprise-level accounts.
• Experience in mentoring or leading teams.
• Strong track record in customer outcome improvements.

Responsibilities

• Manage complex customer accounts and lead key relationships.
• Drive customer advocacy and champion feedback.
• Mentor Customer Success Managers and support their growth.

Skills

Relationship Building

Coaching

Analytical Skills

Collaboration

Communication

Tools

Salesforce

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Job description

About the role

As a Lead, Customer Success at Eagle Eye, you will continue to directly manage a portfolio of strategic customer accounts while also supporting the growth, development, and success of a small team of Customer Success Managers (CSMs).

You will serve as a trusted advisor to your own clients, ensuring they maximize the value of Eagle Eye’s solutions while simultaneously mentoring your CSM team members to help them thrive in their roles. You will act as a connector between our customers, our products, and our teams internally — advocating for customer needs and ensuring we continue to drive exceptional outcomes.

This is a player/coach role, where you will balance your passion for direct client work with leadership responsibilities such as coaching, process improvement, and driving team-wide initiatives.

Success in the Lead, Customer Success role will be measured by client retention and NPS, upsell and cross-sell growth, team development, and operational excellence.

Typical duties

Direct Customer Success Responsibilities

• Manage complex, high-value accounts, often requiring tailored strategies to address unique challenges or opportunities.
• Lead key customer relationships, acting as a trusted advisor and driving long-term partnerships that align with business objectives.
• Deliver strategic business reviews, adoption workshops, and executive engagements to ensure ongoing client success.
• Proactively identify new revenue opportunities within accounts and work cross-functionally to deliver tailored solutions.
• Drive customer advocacy by collecting and actioning feedback for Product and Operations teams.
• Collaborate with internal teams (Operations, Product Management) to align customer needs with Eagle Eye’s capabilities and roadmap.
• Partner with Account Management and Sales to identify and support upsell and cross-sell opportunities.
• Represent Eagle Eye at senior-level meetings with customers, including C-suite stakeholders, showcasing the value of the partnership.
• Own and improve client NPS scores, creating and executing detailed plans for improvement.
  
  

Leadership, Team Management, and Process Improvement Responsibilities

• Serve as a mentor and first point of support for a small team of CSMs, providing guidance on account strategies, customer escalations, and career development.
• Support and mentor junior team members, providing guidance on customer success best practices and fostering professional development.
• Monitor key health metrics (e.g., NPS, engagement, risk flags) across your team's portfolio, helping to proactively address challenges.
• Support the onboarding of new CSMs and promote consistent ways of working aligned with Eagle Eye best practices.
• Ensure alignment with the company's broader goals, including Purple Pathways, by supporting team members' career growth opportunities.
• Represent the Customer Success function in internal leadership forums or strategic customer discussions.
• Establish and enhance customer success processes, including best practices for engagement, adoption, risk management, and renewal strategies to drive consistency and excellence across the team.

About you

You are

• A natural relationship builder who thrives both with customers and colleagues.
• A motivator and mentor, passionate about coaching others to success.
• Highly organized, with an ability to manage both strategic accounts and team priorities.
• Analytical, process-driven, and always looking for better ways to serve customers.
• Comfortable presenting to senior customer stakeholders, including C-level audiences.
• Resilient, adaptable, and thrive in a fast-paced, high-growth environment.

You have

• Proven experience successfully managing enterprise-level customer accounts.
• Prior experience mentoring or leading team members (formal or informal leadership).
• A track record of improving customer outcomes (retention, upsell, NPS growth).
• Strong collaboration skills across cross-functional teams (Sales, Product, Marketing).
• Experience working with CRM systems (Salesforce preferred) and customer health tools.
• Excellent communication skills, both written and verbal.
• Deep understanding of SaaS platforms and customer lifecycle management.
• Data driven with experience in using Microsoft Products proficiently (Excel, Word, PowerPoint) to analyze business results, build presentations and proposals.

• A competitive base salary
• Bonus plan with potential to earn up to 10% of salary dependent on your own personal behaviors, achievement of goals and company revenue targets
• Generous annual leave package including
• 25 days paid annual leave
• 5 days paid sick leave which if unused gets added to your annual leave the next year
• Enhanced parental / family leave policy
• Support in continuous learning and self-development
• Competitive health care cover
• 24 hour employee assistance programme
• Access to the paid Headspace app subscription
• Mental Health First Aiders
• Employee Resource Groups focused on underrepresented groups in Eagle Eye, including Purple Women
• Charity Committee committed to organizing events throughout the year to raise money for those less privileged
• A friendly, fun, growing team of people who work hard but love to play hard too, with location specific Christmas parties and annual whole company get together hosted in the UK