Customer Success Manager (East)

Minga

Toronto

Hybrid

CAD 126,000 - 154,000

Full time

14 days+

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Benefits offered by this job

Equitable pay

15 days vacation + 3 flex days + 5-s

Health, dental, and vision benefits

Mental health support

Team with heart

Job summary

Minga is seeking a Senior Customer Success Manager to own a high-volume portfolio and guide customers from onboarding through renewal. You’ll partner with sales, product, and marketing to advocate for customers and drive value.

You’ll operate in a hybrid/remote environment, supporting East Coast and Kelowna-based teams while maintaining a customer-first mindset and operational excellence.

Qualifications

3+ years of relevant customer success experience.
Experience with enterprise / tier 1 customers.
Strong verbal and written communication skills.
Experience in SaaS environments and onboarding.
Proficient in using HubSpot CRM.

Responsibilities

Ensure smooth onboarding of new customers and guide them through implementation.
Build and maintain strong relationships with key customers.
Serve as main point of contact for assigned accounts and understand their goals.
Advocate for customer needs and provide feedback to product/marketing teams.
Provide training sessions to maximize product value.
Monitor usage and analyze metrics to identify trends and opportunities.
Support renewal discussions and collaborate with sales for timely renewals.
Identify upsell/cross-sell opportunities to benefit customers.

Skills

Customer success

Communication

Problem solving

Multitasking

SaaS experience

Enterprise customers

Tools

HubSpot CRM

Zoom

Time zone mgmt

Job description

About Minga

At Minga, we're creating the Student Behavior Platform schools can't imagine running without. We're on a mission to make school life run smoother and have fun while we're at it.

We're a tight-knit team of curious, creative, and low-ego humans who genuinely enjoy working together. We care deeply about the work we do and the people we do it with, and that shows up in how we lead, collaborate, and celebrate.

Our culture is built on trust, ownership, and continuous learning. Whether you're working from our Kelowna HQ or remotely, you'll have the autonomy to do your best work, the support to grow, and the opportunity to make a real impact in the lives of educators and students.

The Role

We're not just hiring for a position, we're adding a teammate. Someone who wants to help build what's next, take real ownership, and grow with us along the way.

As a Customer Success Manager at Minga, you'll play a critical role in ensuring our customers feel supported, successful, and confident at every stage of their journey. Reporting to the Customer Experience Manager, you'll own a high-volume portfolio of up to 100 customers, serving as their trusted partner from onboarding through renewal.

We are primarily hiring for a senior-level CSM, but we're also open to strong intermediate candidates who demonstrate high potential and relevant experience. Our CSM team leveling and corresponding compensation bands are outlined at the bottom of the job description for full transparency.

This is an individual contributor role with big impact. You'll be the voice of the customer internally, influence how we evolve our product and processes, and help build the kind of thoughtful, high-performing customer experience that makes Minga a place schools can't imagine running without.

What You'll Do

Ensure smooth onboarding of new customers, guiding them through the implementation process, and assisting with any setup or integration issues.
Build and maintain strong relationships with key customers
Serve as the main point of contact for assigned customer accounts, understanding their business needs, goals, and challenges (Manage high volume of up to 100 customers)
Act as the voice of the customer within the company, advocating for their needs, requirements, and feedback to relevant teams such as product development and marketing.
Provide training sessions to help customers maximize the value of the product or service they have purchased.
Anticipate customer needs and proactively address potential issues before they arise, providing solutions and recommendations to improve their experience.
Monitor customer usage data and analyze key metrics to identify trends, opportunities, and areas for improvement. Provide regular reports and insights to customers and internal stakeholders.
Work closely with the sales team to ensure timely renewal of customer contracts, engaging in renewal discussions, and addressing any concerns or objections.
Identify opportunities to upsell or cross-sell additional products or services that would benefit the customer and help them achieve their goals.
Collect feedback from customers and use it to drive product improvements and enhancements.
Monitor the health of customer accounts, identifying signs of potential churn and taking proactive steps to mitigate risk and retain customers.
Develop and execute customer success plans tailored to each customer's unique goals and objectives, outlining milestones, success criteria, and action items.
Work closely with cross-functional teams such as sales, product, marketing, and support to ensure a seamless customer experience and alignment on customer priorities.

What We Require

This role requires 3+ years relevant customer success experience
Working knowledge of zoom and managing multiple time zones
Excellent communication skills, both verbal and written, with a friendly and professional demeanor
Experience in handling customer inquiries via various channels such as email, chat, and phone
Strong problem-solving abilities to efficiently resolve customer issues and inquiries
Experience using a CRM (we use Hubspot)
Ability to multitask and prioritize tasks effectively in a fast-paced environment
Empathy and patience when dealing with customer concerns or complaints
Experience working in a SaaS environment
Experience working with enterprise / tier 1 customers
Experience with 1:1 virtual onboarding & support

Who You Are

Willingness to learn and adapt to new technologies and updates in the SaaS industry
Capability to work collaboratively with cross-functional teams
Strong attention to detail to ensure accurate documentation of customer interactions and resolutions
Proactive mindset to identify recurring issues and suggest improvements to enhance the overall customer experience.
Maintaining a positive attitude, enjoying life, and balancing work with fun, not taking things too seriously.

How We Work (and What We Value)

Growth – Always learning, always evolving
Respect – Every voice matters
Integrity – Doing what's right, even when it's hard
Passion – Bringing energy and heart to everything we do

What You Can Expect at Minga

Flexible, Hybrid-First Work: Work in a way that works for you. Our hybrid model blends in-office collaboration days with the freedom of remote work. Some roles are fully remote, and we make sure our remote teammates are just as engaged, connected, and celebrated as those in the office. For this role we are looking for a remote east coast CSM and a Kelowna, BC hybrid CSM.

Inclusive leadership: Monthly CEO Lunch & Learns, open Q&A's, and transparent updates; our leadership team listens, acts, and keeps the lines of communication open

Culture of connection: Social events, virtual meetups, and 2 annual offsites to bring everyone together

Growth investment: We invest in you. With dedicated time and budget for growth, you'll have the freedom to explore, upskill, and expand your impact

Recognition that matters: From Slack shoutouts to company-wide recognition we pause to celebrate progress

Perks with purpose

Equitable pay + transparency
15 days vacation + 3 flex days + 5 sick days
Health, dental, and vision benefits for you & your family
Mental health and wellness support
A team that leads with heart, values every voice, and loves what they do

What You Can Expect From Us

At Minga, you're more than just an application, you're a real person with a story we want to hear. Every résumé is reviewed by a human on our team (no bots ghosting you here), and we make it our mission to keep you in the loop from hello to final decision.

We believe in clear communication, mutual respect, and making sure every candidate walks away feeling valued; whether we end up working together or not.

Let's build something meaningful together.

Note on compensation

At Minga it is not typical for an individual to be hired at or near the top of the range for their role. Compensation decisions are dependant on the facts and circumstances of each case.

Salary ranges