Manager, Customer Success

Antler; Canada; Remote; CAD 139,000 - 222,000; Full time

Benefits offered by this job

Leadership role in a growing team

Direct influence on customer experience

Opportunity to shape processes

Competitive salary and incentives

Job summary

A tech company is seeking a Manager, Customer Success, to lead their growing team in Toronto/New York/Remote. This role requires at least 5 years of experience in customer success or account management, including 2 years in leadership. The ideal candidate will focus on customer onboarding, engagement, and retention efforts while managing high-value accounts. Key skills include strong communication and data-driven decision-making. Competitive salary and incentives offered.

Qualifications

• 5+ years of experience in customer success or account management.
• 2+ years of leadership experience managing a customer-facing team.
• Track record of driving retention and expansion in B2B SaaS.
• Strong communication and client relationship skills.
• Experience with onboarding enterprise customers.
• Process-oriented and data-driven.

Responsibilities

• Manage and grow the Customer Success team.
• Define and drive customer onboarding and retention strategies.
• Serve as the escalation point for high-value accounts.
• Establish clear KPIs and reporting for account health and renewals.
• Collaborate with product and sales to close feedback loops and surface new opportunities.
• Create and scale customer education and training resources.

Skills

Customer relationship management

Team management

B2B SaaS experience

Strong communication

Data-driven approach

Retention & expansion

Tools

HubSpot

Gainsight

Job description

Job Title: Manager, Customer Success

Location: Toronto / New York / Remote

Experience Required: Minimum 5 years of customer success or account management experience, with 2+ years in a leadership role

About NetNow NetNow is a fast-growing credit management platform helping suppliers modernize how they onboard, assess, and approve new customers. We eliminate paper credit applications, automate trade references, and deliver better data from banks and bureaus — all in one platform. We’re looking for a Manager of Customer Success to lead our post-sales efforts, ensuring clients achieve their goals and stay deeply engaged with the platform.

What You’ll Do

• Manage and grow the Customer Success team
• Define and drive customer onboarding, engagement, and retention strategies
• Serve as the escalation point for high-value accounts
• Establish clear KPIs and reporting for account health and renewals
• Collaborate with product and sales to close feedback loops and surface new opportunities
• Create and scale customer education and training resources

What We’re Looking For

• 5+ years of experience in customer success, account management, or client services
• 2+ years managing or mentoring a customer-facing team
• Track record of driving retention and expansion in B2B SaaS
• Strong communication and client relationship skills
• Experience with onboarding enterprise customers
• Process-oriented and data-driven

Bonus Points If You Have

• Experience with Net Promoter Score and customer lifecycle metrics
• Familiarity with CRM and CSM tools like HubSpot or Gainsight
• Background in fintech, credit, or financial SaaS

What You’ll Get

• Leadership role in a growing team
• Direct influence on customer experience and product roadmap
• Opportunity to shape processes and playbooks from the ground up
• Competitive salary and customer success incentives