Growth Customer Experience Manager

Elte Carpets Limited; Toronto; Hybrid; CAD 90,000 - 95,000; Full time

Job summary

Viafoura is seeking a Growth Customer Experience Manager in Toronto to align customer partnerships across onboarding, adoption, and expansion. You will guide platform implementations, train users, and drive value realization across editorial, product, and engineering teams.

You will own renewals and upsells, maintain strong relationships, and collaborate with Sales, Support, Product, and Marketing to shape roadmaps that maximize contract ACV and customer health.

Qualifications

• Proven experience managing complex, multi-divisional, and multi-geographic customer accounts.
• Track record of owning customer relationships, retention and revenue growth.
• Passion for customer success in a fast-growing SaaS environment.
• Strong leadership across cross-functional teams (Support, Sales, Product, Marketing).

Responsibilities

• Onboarding & Technical Adoption: Guide clients through platform implementation, ensuring fast time-to-value (TTV) and ongoing training.
• Relationship & Account Ownership: Serve as primary contact for MM accounts, build relationships across editorial, product, and technical teams; run Business Reviews.
• Cross-Functional Advocacy: Champion the customer internally; collaborate with Product and Engineering to influence the roadmap.
• Revenue Ownership: Manage roughly $1.5M in total ACV including renewals and upsell opportunities.
• Trusted Advisor: Diagnose customer challenges, document requirements, and articulate ROI to stakeholders.
• Forecasting & Reporting: Track opportunities, risks, and potential revenue for internal stakeholders.

Skills

Customer success

Account management

Cross-functional leadership

Relationship management

SaaS experience

Ownership

Communication skills

Education

BA/BS degree

Job description

Growth Customer Experience Manager, CA

September, 2026

About Us:

Viafoura is on a mission to empower media brands to activate their digital audiences. We deliver engagement solutions that drive audience conversion, enhance loyalty and increase revenue and trust to meet audience goals. We’re at the forefront of community engagement for owned & operated sites, working with some of the most advanced publishers in the industry, along with some of the best people.

The Role:

The Growth Customer Experience Manager is responsible for ensuring Viafoura’s strategic alignment across our customers’ partnership journey. The primary responsibilities include driving adoption, increasing customer health and value realization, increasing contract ACV and leading innovative strategies that bring community engagement to the forefront of the industry.

This is a highly visible and cross-collaborative role at Viafoura, so we are looking for someone with a strong ability to work with all functions and levels within an organization both internally and externally & inspire a positive change through value realization.

Reports to: Director, Customer Experience

Location: Toronto, ON preferred, remote supported

Key responsibilities:

• Onboarding & Technical Adoption: Guide clients through platform implementation, ensuring fast time-to-value (TTV) and providing continuous training on Viafoura's community engagement tools.
• Relationship & Account Ownership: Serve as the primary point of contact for MM accounts, building deep relationships across editorial, product, and technical teams. Own the cadence of engagement including Business Reviews and develop account success plans and strategies.
• Cross-Functional Advocacy: Act as the customer's internal champion, partnering with Product and Engineering to resolve issues and shape the roadmap based on customer feedback.
• Revenue Ownership: Accountable for roughly $1.5M in total ACV, including renewal and expansion/upsell opportunities that support the customer's evolving needs.
• Trusted Advisor: Diagnose customer business challenges, document solution requirements, and communicate a clear value proposition and ROI to stakeholders.
• Forecasting & Reporting: Track and report on the status of in-process opportunities, risks, and potential revenue to internal stakeholders

Requirements:

• Proven experience managing complex, multi-divisional, and multi-geographic customer accounts.
• Track record of owning customer relationships, retention and driving contract revenue growth.
• Genuine passion for customer success, with excitement for contributing to a fast-growing SaaS environment.
• Strong leadership capabilities, with experience collaborating across cross-functional teams (e.g. Support, Sales, Product Management, Marketing, Implementation Services).

Preferred:

• BA/BS degree in a relevant major.
• 3+ years of experience in Customer Success or Account Management.
• Modern Media experience and knowledge of media operations processes and teams.

Core Skills:

• Strong ability to inspire, influence and mobilize
• Strong sense of ownership
• Hyper-curious
• Self-starter
• Problem-solver
• A passion for being at the top of your game
• Highly skilled communicator- advanced in presenting to all levels of an organization effectively

Compensation

The expected salary range for this position is $90 – $95k CAD per year. This range reflects the compensation we expect to pay the successful candidate and is based on the scope of the role, relevant experience, and internal pay equity.

Vacancy status

The position is newly created and we intend to hire into it immediately.

Use of artificial intelligence in the hiring process

Viafoura uses artificial intelligence to assist in screening, assessing, or selecting applicants for this position. AI-assisted tools may be used to review applications against the qualifications listed in this posting and to help organize and rank candidates for review. All hiring decisions, including who is advanced to interview and who receives an offer, are made by our people.

How we’ll follow up

If you are selected for an interview, we will let you know whether a hiring decision has been made within 45 days of your final interview.