Customer Success Lead: Mid-Market & Enterprise (Hybrid)

Wellnessliving; Okotoks; Hybrid; CAD 80,000 - 100,000; Full time

Benefits offered by this job

Vacation and benefits

Hybrid work environment

Professional growth opportunities

Job summary

WellnessLiving is seeking a strategic Mid-Market & Enterprise Customer Success Manager to own a portfolio of customers and drive long-term adoption, retention, and growth.

You will act as a trusted advisor, understanding their business goals and helping maximize the value of the WellnessLiving platform. You will lead renewal and expansion conversations with stakeholders at all levels in a hybrid Thornhill, ON setting.

Qualifications

• 5+ years of customer-facing experience, including at least 3 years in Customer Success, Account Management, or a retention-focused SaaS environment.
• Proven experience managing a diverse customer portfolio and prioritizing accounts based on customer needs, risk, value, and business impact.
• Ownership of retention, renewals, and expansion outcomes, including GRR and NRR targets.
• Strong business acumen and ability to connect product capabilities to business goals, KPIs, and ROI.
• Excellent relationship-building and communication skills with stakeholders from end users to executives.
• Strong analytical and problem-solving skills using health, usage, engagement, and feedback data.
• Highly organized, able to manage multiple priorities and renewal milestones.
• Comfortable using CRM systems, analytics tools, automation, and AI-powered technology at scale.
• Consultative, adaptable, and solution-oriented in complex customer situations.

Responsibilities

• Own the health and success of an assigned customer portfolio, proactively identifying risks, opportunities, priorities, and next steps.
• Build trusted relationships with customers and senior stakeholders by understanding their business goals and connecting WellnessLiving solutions to measurable outcomes.
• Drive product adoption and long-term value through strategic recommendations, business reviews, roadmap discussions, and outcome-focused engagement.
• Own complex customer escalations end-to-end, partnering cross-functionally to resolve issues and strengthen customer relationships.
• Own renewal conversations and defined GRR and NRR targets across your portfolio.
• Identify and pursue expansion opportunities based on customer needs, product usage, and demonstrated business value.
• Use customer health, usage, engagement, and feedback data to identify churn risks and growth opportunities.
• Partner with customers to increase platform adoption, retain and maximize value.
• Use AI, automation and prioritization frameworks to efficiently manage your portfolio and ensure no customer is overlooked.
• Collaborate with Support, Product, Sales, Onboarding, and Engineering to improve outcomes and share insights.
• Maintain accurate account information in Zoho CRM to support visibility.

Skills

Customer success

Account management

Retention

SaaS

Stakeholder management

Relationship building

Communication

CRM systems

AI / automation

Education

Post-secondary education in Business Administration or related field

Customer Success certifications

Tools

Zoho CRM

Jira

Gainsight

ChurnZero

Totango

Job description

WellnessLiving is seeking a strategic Mid-Market & Enterprise Customer Success Manager to own a portfolio of customers and drive long-term adoption, retention, and growth.

You will act as a trusted advisor, understanding their business goals and helping maximize the value of the WellnessLiving platform. You will lead renewal and expansion conversations with stakeholders at all levels in a hybrid Thornhill, ON setting.