Head of Scaled Customer Success & Digital Programs

MaintainX; Toronto, Montreal; On-site; CAD 80,000 - 110,000; Full time

Job summary

A leading asset management company in Toronto is seeking a Manager, Scaled Customer Success to drive engagement and retention strategies across their global customer base. The role involves leading a team, designing scalable programs, and utilizing tools to measure impact. Ideal candidates have 5+ years in Customer Success with strong leadership and strategic skills. The company offers a competitive salary and equity opportunities, along with comprehensive healthcare benefits.

Benefits

Competitive salary

Healthcare, dental, and vision coverage

401(k) / RRSP enrolment

Take-what-you-need PTO

Qualifications

• 5+ years of experience in Customer Success, Account Management, or related fields.
• 2+ years of experience managing or mentoring team members.
• Proven success leading or building digital/tech-touch or scaled success programs.
• Strong understanding of customer segmentation, lifecycle management, and engagement strategies.
• Excellent communication, analytical, and project management skills.

Responsibilities

• Manage, coach, and grow a high-performing team of Customer Success Specialists.
• Design and execute digital-first engagement models.
• Define and implement processes, workflows, and KPIs.
• Utilize tools to streamline success motions and measure impact.
• Partner with cross-functional teams for seamless customer experiences.
• Use data to refine programs and improve adoption.

Skills

Customer Success expertise

Leadership and coaching skills

Strategic thinking

Data-driven optimization

Collaboration

Tools

Gainsight

Outreach

HubSpot

Intercom

Job description

A leading asset management company in Toronto is seeking a Manager, Scaled Customer Success to drive engagement and retention strategies across their global customer base. The role involves leading a team, designing scalable programs, and utilizing tools to measure impact. Ideal candidates have 5+ years in Customer Success with strong leadership and strategic skills. The company offers a competitive salary and equity opportunities, along with comprehensive healthcare benefits.