Customer Success Manager

Malleum; Ottawa; Hybrid; CAD 120,000 - 170,000; Full time

Benefits offered by this job

Competitive compensation

Performance incentives

Comprehensive benefits

Learning budget

Certification sponsorship

Job summary

Malleum is building a high-trust MSP in Canada and seeks a Senior Customer Success Manager to design and lead the customer success function from the ground up. You will own onboarding, adoption, value realization, renewal readiness, and stakeholder alignment across the lifecycle, partnering with delivery, security, operations, and commercial leaders.

This role requires hands-on leadership, credibility with executives and technical teams, and the ability to turn delivering service into durable

Qualifications

• 8+ years in customer success or related post-sale leadership role.
• Experience with complex B2B managed services or cybersecurity.
• Proven track record building or maturing a customer success function or post-sale operating model.
• Strong executive presence and the ability to run conversations with senior customer stakeholders.
• Experience working across sales, operations, and technical teams to drive customer outcomes.
• Comfort in recurring revenue environments where retention, renewal, and expansion are important.

Responsibilities

• Build the customer success function for the MSP, including lifecycle stages, operating procedures, account governance, templates, and playbooks.
• Own strategic customer relationships post-sale and act as a trusted advisor to operational and executive stakeholders.
• Lead onboarding and time-to-value planning so customers clearly understand service scope, responsibilities, milestones, and outcomes.
• Develop account-level success plans that capture objectives, adoption priorities, stakeholders, risks, and measurable indicators.
• Run recurring customer reviews and executive business reviews focused on outcomes, adoption, risk posture, priorities, and opportunities.
• Create a practical customer health model using adoption, engagement, sentiment, support trends, and renewal signals.
• Identify churn risk early, coordinate internal responses, and manage escalations with structure and urgency.
• Partner with technical delivery, security, operations, and commercial leaders to remove blockers and improve the journey.
• Support renewals and help uncover upsell or cross-sell opportunities in a recurring-services environment.
• Recommend and implement tooling, dashboards, and reporting for clear visibility into health and growth risk.
• Help define the future shape of the customer success organization as the MSP scales.

Skills

Executive communication

Customer relationship management

Post-sale leadership

Strategic planning

Stakeholder management

Tools

ConnectWise PSA

ConnectWise Automate

CRM systems

Job description

About Malleum

Malleum is a cybersecurity company focused on complex security challenges, mission assurance, and work that matters. Our hiring brand and recent recruiting language consistently emphasize meaningful work, smart teammates, difficult problems, and a mission-driven environment rather than generic corporate messaging.

The Malleum MSP needs a Customer Success leader who can help customers realize the full value of our services while also helping the company build a disciplined post-sale operating model. This person will become the connective tissue between customers, service delivery, operations, and leadership.

The Opportunity

Malleum is building a managed services business for customers that operate in demanding, high-trust environments. We are looking for a Senior Customer Success Manager who can build the customer success function from the ground up and become the leader who defines how we onboard customers, drive adoption, measure value, manage risk, and support retention and growth across the MSP.

This is not a conventional account management role. It is a senior, hands‑on builder role for someone who can create structure where it does not yet exist, work credibly with executives and technical teams, and turn strong service delivery into long-term customer outcomes.

The Senior Customer Success Manager owns the customer relationship after contract signature and is accountable for designing the systems, rhythm, and playbooks that make customer success repeatable. Customer success practice guidance commonly centers this role on onboarding, adoption, value realization, renewal readiness, and stakeholder alignment across the customer lifecycle.

At Malleum, that means building the function while also operating it. The successful candidate will personally lead strategic customer engagements, create scalable processes, define health indicators, establish executive review cadence, and play a role in shaping how the MSP grows over time.

What you will do

• Build Malleum's customer success function for the MSP, including lifecycle stages, operating procedures, account governance, templates, and playbooks.
• Own strategic customer relationships post-sale and act as a trusted advisor to operational and executive stakeholders.
• Lead onboarding and time-to-value planning so customers clearly understand service scope, responsibilities, milestones, and intended outcomes.
• Develop account‑level success plans that capture customer objectives, adoption priorities, stakeholders, risks, and measurable success indicators.
• Run recurring customer reviews and executive business reviews focused on outcomes, service adoption, risk posture, priorities, and future opportunities, not just status reporting.
• Create a practical customer health model using service adoption, engagement, sentiment, support trends, and renewal risk signals.
• Identify churn risk early, coordinate internal response plans, and manage escalations with structure and urgency.
• Partner closely with technical delivery, security, operations, and commercial leaders to remove blockers and improve the customer journey.
• Support renewals and help uncover upsell or cross‑sell opportunities in a recurring‑services environment where retention and expansion matter.
• Recommend and help implement tooling, dashboards, and reporting that give leadership clear visibility into account health, customer outcomes, and growth risk.
• Help define the future shape of the customer success organization as the MSP scales.

In this role, success will look like

• A formal customer success function is in place for the MSP, with clear lifecycle stages, ownership, and operating cadence.
• Strategic customers have documented success plans, regular review rhythms, and visible progress against outcomes.
• Leadership has a clearer view of customer health, renewal risk, adoption trends, and expansion opportunities.
• Customer issues are surfaced earlier and handled more proactively.
• Malleum has a stronger foundation for retention, renewal, and long‑term account growth.

What you bring

• 8+ years in customer success, account management, service delivery, consulting, or a comparable post‑sale leadership role.
• Significant experience working with complex B2B customers in managed services, cybersecurity, enterprise technology, or regulated environments.
• Demonstrated success building or maturing a customer success function, account discipline, or post‑sale operating model.
• Strong executive presence and the ability to run effective conversations with senior customer stakeholders.
• Experience working across sales, operations, and technical teams to drive customer outcomes.
• Comfort in recurring revenue environments where retention, renewal, and expansion are important business outcomes.
• Strong judgment, structured communication, and the ability to stay calm and credible during escalations.
• The ability to move between strategy and execution; this role requires both.
• Relevant certifications in common MSP and supporting platforms are an asset, especially where they demonstrate practical fluency in the tools used to run and scale managed services. Examples include ConnectWise PSA or ConnectWise Automate certifications, Microsoft certifications such as Azure Administrator Associate or Azure Security Engineer Associate, and comparable credentials tied to endpoint, RMM, service‑management, or security platforms used in MSP environments.
• Eligibility for Government of Canada security clearance (Secret or higher); existing clearance highly valued.
• Bilingualism (English/French) considered a strong asset.

Preferred background

• Experience in an MSP, MSSP, cybersecurity services, defense, government, or another high‑trust and high‑accountability environment.
• Experience creating customer health scores, playbooks, QBR or EBR structures, and leadership dashboards.
• Familiarity with customer success tooling, CRM systems, and service‑management workflows.
• Experience in scale‑up or build‑stage environments where functions are still being designed.

Why this role matters

This role is important because the Malleum MSP is at the stage where customer success must become intentional, structured, and scalable. The right person will not only protect and grow customer relationships, but also help shape one of the core operating functions of the business.

For a senior operator who wants to build something meaningful, work with smart and dedicated teammates, and solve hard problems in a mission‑oriented cybersecurity environment, this is a chance to make a real mark.

Why Malleum

• Work shoulder‑to‑shoulder with marquee clients on programs and incidents with genuine national and allied security impact.
• Join a rapidly scaling firm with a flat, high‑trust culture and direct access to senior IR and technical leaders.
• Exposure to a wide variety of advanced security tooling, sectors, and cleared environments.
• Competitive compensation, performance incentives, and comprehensive benefits.
• Continuous learning budget, and certification sponsorship.

Malleum is an equal opportunity employer. We welcome applications from all qualified candidates and are committed to building a team that reflects the communities and missions we serve.

We are committed to providing accommodations for individuals with disabilities throughout the recruitment process. Please let us know if you require accommodation at any stage.