Manager, Customer Success

Antler; Canada; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A fast-growing technology company is seeking a Manager of Customer Success to lead the post-sales efforts and ensure client engagement. The role requires at least 5 years of experience in customer success and 2 years in a leadership capacity. You will manage a team and develop strategies for customer onboarding and retention, making a direct impact on client experience and the product roadmap.

Benefits

Competitive salary

Customer success incentives

Leadership role in a growing team

Qualifications

• 5+ years of experience in customer success or account management.
• 2+ years in a leadership role.
• Experience onboarding enterprise customers.

Responsibilities

• Manage and grow the Customer Success team.
• Define and drive customer engagement and retention strategies.
• Serve as the escalation point for high-value accounts.

Skills

Customer success management

Client relationship skills

Team leadership

B2B SaaS experience

Process-oriented

Job description

Overview

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

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