Intermediate Customer Success Manager

N-able; Ottawa; On-site; CAD 72,000 - 105,000; Full time

Benefits offered by this job

PTO & holidays

Volunteer days

Retirement plan

Employee Stock Purchase

On-site gym

Fundraising program

Learning program

Job summary

N-able is seeking a Customer Success Manager to oversee a designated book of business from its Ottawa Collaboration Hub. You will maintain strategic relationships with partners and internal teams, drive renewals, and expand ARR by identifying upsell opportunities.

The role requires strong collaboration with Sales, Technical Support, and Marketing, and on-site presence 3+ days/week. You will leverage dashboards to monitor health and engagement scores, mitigate risks, and turn challenges into

Qualifications

• 3–5 years in Customer Success, Account Management, or Account Executive roles, preferably in SaaS or MSP.
• Proven track record delivering presentations and business reviews to diverse stakeholders.
• History of achieving targets and KPIs in prior roles.
• Experience collaborating with Sales, Support, and Marketing teams.
• Knowledge of cybersecurity or data protection is a plus.

Responsibilities

• Manage a designated book of business as the main contact for partners and internal teams.
• Maintain strong technical and business relationships with key stakeholders.
• Lead renewal discussions and identify opportunities to drive NRR and upsell.
• Collaborate with Product/Sales to align solutions with customer needs.
• Schedule regular business reviews and advisory meetings to demonstrate value.
• Use dashboards to monitor account health and engagement metrics.
• Flag risks and transform challenges into growth opportunities.
• Foster customer advocacy through case studies and references.

Skills

Customer Success

Account Management

SaaS

KPI tracking

MSP experience

Cross-functional collaboration

Business Reviews

Sales collaboration

Tools

CRM

Job description

Why N-able

At N‑able, we’re not just helping businesses be secure —we’re redefining what it means to be cyber resilient. Our end-to-end platform blends AI-powered capabilities and flexible tech stacks, so customers can manage, secure, and recover with confidence. But the real power behind it all? Our people. We’re a global crew of N‑ablites, who love solving complex problems, sharing knowledge, and delivering solutions that actually make a difference. If you're into meaningful work, fast growth, and a team that’s got your back, you’ll be surrounded by people who believe in what they do—and in you.

As a member of the Customer Success team, you will collaborate to achieve real time-bound retention and growth targets for N‑able products, solutions, and initiatives across the install base.

Please note that this role is on-site, therefore working in the Ottawa Collaboration Hub 3+ times per week is required.

What You'll Do

• Account Management for a designated Book of Business, serving as the main point of contact for the partner and our internal teams.
• Commit to exceeding customer expectations, maintain long-term both technical and business-level relationships with your account’s primary stakeholders, take ownership of challenging customer situations, manage them effectively, and see them through to resolution.
• Negotiate and lead account-based commercial discussions on the existing partner base, working to preserve GRR and uncover gaps in the partners current tech-stack to recommend new N‑able solutions and opportunities to drive NRR and secure contract renewals.
• Recommend how N‑able products can improve success within partner portfolio through exhibiting a solutions sales mindset by partnering with the Product Sales Specialists on the account.
• Schedule reoccurring Customer Success calls, Quarterly/Strategic/Executive business reviews or conduct outreach to engage with customers in need of a call, use these meetings to understand their goals, highlight value, flag opportunities for growth, align resources and address both technical & business roadblocks to achieve their desired outcomes.
• Utilize dashboards and reporting to track customer success metrics, account health & engagement scores to grow the relationship, drive increased account engagement and target potential risk within the base.
• Flag and action risk indicators as well as owning and defusing challenging customer situations, should they arise while turning them into an opportunity for positive outcomes & increased customer loyalty.
• Create opportunities for customer advocacy, such as success stories, case studies and referenceable advocates, as well as explore and recommend ways to improve customer satisfaction and raise customer advocacy (NPS).

What You'll Bring

• 3-5 years of experience working as a Customer Success Manager, Account Manager or Account Executive, preferably at a SaaS company or MSP.
• Proven track record delivering presentations and Business Reviews to account stakeholders including business owners, technicians and marketing managers to convey and influence.
• History of successful attainment against target and key performance indicators (KPIs) in previous roles.
• Advanced understanding of the MSP industry and experience working with MSPs/Business Owners or technical managed services stakeholders.
• Advanced collaborator with internal teams to advocate for customer solutions (Sales, Technical Support, Marketing, etc.)
• Demonstrated ability to identify cross/upsell opportunities within existing customer base.
• Cybersecurity, Data Protection, or RMM/Unified Endpoint Management experience preferred.

Purple Perks

• Medical, dental and vision – foremployee,partner, and children!
• Generous PTO andobservedholidays
• 2 PaidVoluNteerDays per year
• Retirement Savings Plan
• Employee Stock Purchase Program
• On-site gym access atselectCollaboration Hubs
• FuN-raising opportunities as part of our giving program
• N‑ablite Learning – custom learning experience as part of our investment in you

About N‑able

At N‑able, our mission is to protect businesses against evolving cyberthreats with an end-to-end cyber resilience platform to manage, secure, and recover. Our scalable technology infrastructure includes AI-powered capabilities, market‑leading third‑party integrations, and the flexibility to employ technologies of choice—to transform workflows and deliver critical security outcomes. Our partner‑first approach combines our products with experts, training, and peer‑led events that empower our customers to be secure, resilient, and successful.

This position has a starting annualized OTE (On Target Earnings) CAD $71,600 to CAD $105,000 per year, with a pay mix of 80/20 (base/commission). Actual starting pay is determined by a number of factors, including relevant skills, qualifications, and experience.

This posting is for an existing vacancy.