Manager, Customer Success

United States Digital Space LLC; Kitchener; Hybrid; CAD 75,000 - 110,000; Full time

Job summary

the company in Canada looks for a Manager of Customer Success to lead a team of CS managers for key accounts, ensuring customers realize maximum value from our platform. You will partner across teams to drive adoption and retention, and report performance metrics to leadership.

You will engage at-risk accounts, implement proactive strategies, and help shape product enhancements with cross-functional peers. Hybrid work at our Kitchener, Ontario office.

Qualifications

• Minimum 2–3+ years in management leading a Customer Success or Account Management team.
• SaaS experience is required; telecommunications experience is a plus.
• Bachelor’s degree in a technology-related field or equivalent.
• Customer-focused with strong written, verbal and presentation skills.
• Cross-functional collaboration experience with Sales, Marketing, Product and Engineering.

Responsibilities

• Lead, develop, and mentor a high-performing CS team serving key customers.
• Drive product adoption, reduce churn, and grow platform usage.
• Monitor customer health and escalate issues to ensure timely resolutions.
• Collaborate with Sales, Marketing, Product and Engineering on customer-centric strategies.
• Report team metrics and outcomes to leadership; share insights for product improvements.

Skills

Management experience

SaaS experience

Customer-focused

Communication skills

Cross-functional leadership

Quick learner

Project/Program management

Technical ops background

Education

Bachelor's degree in a technology-related field

Tools

Salesforce

Gainsight

PowerPoint

Word

Excel

Job description

About the company

the company is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital. Our AI agents learn from your best human agents and improve with every interaction, helping organizations understand their customers, deliver better experiences, increase operational efficiencies, and build a lasting competitive advantage.

Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, the company was built to resolve. Our AI agents and human agents operate on a single platform with shared context, allowing Agentic AI to resolve issues, advance deals, and eliminate busywork through automation while seamlessly handing conversations to humans when needed, with full context preserved.

Market-leading brands, including Randstad, Motorola Solutions, Netflix, the San Diego Padres, the Colorado Rockies Baseball Club, and Cal Athletics, trust the company. the company is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile.

Being a Dialer

At the company, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more.

We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves.

We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

Your role

As the Manager, Customer Success at the company, you will lead a team of Customer Success Managers (Key Accounts) dedicated to ensuring that our customers derive maximum value from our platform. You will be responsible for managing customer relationships, driving product adoption, and cultivating long‑term partnerships that lead to customer retention and growth. You will be the voice of the customer internally and will work closely with cross‑functional teams to ensure our solutions continue to meet and exceed customer expectations.

You will help develop strategies to engage with at‑risk customers to improve outcomes. You will be responsible for reporting team statistics and performance results to other members of the leadership team and executive staff.

This position reports to our SVP, Customer Success and is hybrid based in our Kitchener, Ontario Office.

What you’ll do

• Lead and Develop the Team: Build, manage, and mentor a high‑performing team of Customer Success Managers (CSMs) who support the company’s Key customers. Provide ongoing coaching, feedback, and development to help your team deliver exceptional customer outcomes.
• Customer Advocacy: Serve as the leader responsible for customer satisfaction and retention within the Key segment.
• Driving Adoption and Engagement: Collaborate with customers to accelerate product adoption, minimize churn, and help them fully realize the value of the the company platform. Proactively identify opportunities to expand use cases and increase platform utilization.
• Customer Health & Escalations: Monitor customer account health, identifying risks and opportunities. Lead the resolution of any escalated issues to ensure timely and satisfactory resolution.
• Collaborative Leadership: Collaborate with Sales, Marketing, Product, and Engineering teams to create customer‑centric strategies, improve product offerings, and deliver the best possible experience for our customers.
• Metrics & Reporting: Track key performance indicators (KPIs) for customer success. Report on customer health, renewals, expansion, and overall success metrics to senior leadership.
• Thought Leadership: Stay informed on industry trends and customer needs, and provide insights and feedback to help shape the future of the company’s products and services.

Skills you’ll bring

• 2-3+ years of management experience, leading a Customer Success or Account Management team.
• SaaS experience is required; telecommunications experience is preferred.
• Experience working for SaaS Bachelor’s degree in a technology-related field and prior experience with SaaS/high‑growth companies is ideal for this role.
• Customer‑focused and demonstrable passion for customer success.
• Excellent written, verbal, and listening communication skills with a professional (even dynamic) presence, presentation, and public speaking skills.
• Proven cross‑functional leader with a proven track record of collaboration, prioritization, and workload management.
• Quick learner, always looking to embrace and master new technologies.
• Technical background in IT Service Management, Telecommunications, and/or IT Operations Management solutions is a plus, though not required.
• Capable project/program management skills with the ability to synthesize customer success outcomes into well‑structured success plans that deliver against such outcomes.
• Proven operational acumen with the ability to define success targets and ensure attainment of those targets.
• Familiarity with next‑generation enterprise software customer success principles, including customer health scores & management, adoption engineering, customer success plans, and account planning.
• Excellent skills and ability to use Salesforce, Customer Success tools (e.g., Gainsight), PowerPoint, Word, and Excel.