Manager, Customer Success

N-able; Ottawa; Hybrid; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental and vision

Generous PTO & holidays

Volunteer days

Pension plan

Employee stock purchase

Hybrid working model

Learning & development

Job summary

N-able is seeking a Manager, Customer Success in our Ottawa Collaboration Hub. You will lead a Partner Success team focused on accelerating adoption, retention, and expansion through proactive partner engagement and data-driven insights.

You will collaborate across marketing, product, and sales to deliver a best-in-class partner experience, coach team members, and drive KPIs while developing processes that scale with the business.

Qualifications

• 3–5 years of relevant work experience in customer-facing roles such as renewals, sales, partner success, partner support, sales engineering, or account management
• Experience hiring, developing, and leading a world‑class, customer‑facing team
• Proven ability to execute in a partner-focused environment and advocate for partners across a cross‑functional organization
• Deep understanding of value drivers in recurring revenue business models
• Strong empathy for partners and a passion for revenue and growth
• Strong reasoning and analytical skills; able to structure thinking into a logical flow
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Able to prioritize and execute to move projects forward

Responsibilities

• Build and lead a team of partner advocates who will manage partner relationships and understand the desired outcomes, technical landscapes, and business goals
• Drive partner success outcomes by influencing partner lifetime value through retention, high product adoption, partner satisfaction, and overall net promoter scores
• Monitor team performance and provide coaching to drive KPI delivery
• Analyze user behavior data to detect patterns and define activity scores; leverage reports to automate partner campaigns
• Measure the effectiveness of partner success by evaluating operational metrics and sharing insights with senior leaders
• Communicate directly with named partners and conduct data-driven analyses of partner behavior to measure feature adoption
• Execute the partner lifecycle and map the partner journey with listening points and segmentation
• Enable team through continuous process improvement and support the implementation of tools
• Contribute to scaling the business by monitoring partner-impacting systems
• Internal partner advocacy – act as Voice of the Customer to align marketing, products, and sales
• Provide 1:1 coaching and growth opportunities through performance management processes
• Contribute to defining people capabilities and skills of high-performing partner leaders
• Motivate the team to reach full potential and create growth opportunities
• Manage day-to-day operations of a partner success team and develop prioritised objectives
• Contribute to client processes for long-term relationships

Skills

Team leadership

Partnership management

Cross-functional collaboration

Renewals coordination

Data-driven decision making

Customer empathy

Sales collaboration

Strategic thinking

Coaching

Communication

Tools

Salesforce

Service Cloud

Totango/Gainsight

NetSuite

Tableau

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.

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.

We're seeking an energetic and business-focused Manager, Customer Success in our Ottawa Collaboration Hub. In this role, you will manage and develop a Partner Success team that engages with N-able partners to accelerate time-to-value by increasing adoption of features and products. This team will positively impact product adoption, expansion sales, and retention by delivering a best-in-class partner experience.

You’ll manage direct reports through their responses to partner needs and serve as a point of direct partner contact and escalation. You’ll work cross-functionally to drive issue resolution and provide feedback on business processes, while also developing the team through regular feedback, coaching, monitoring, and performance reviews.

Note: This is a hybrid role. Eligible candidates must be able to work on-site in our Ottawa Collaboration Hub.

What You'll Do

• Build and lead a team of partner advocates who will manage partner relationships and understand the desired outcomes, technical landscapes, and business goals. Identify how N-able products can best meet partner needs
• Drive partner success outcomes by influencing partner lifetime value, through retention, high product adoption, Partner satisfaction, and overall net promoter scores, enabling the expansion and new business growth through partner advocacy
• Monitor team performance and provide coaching, as needed, to drive the delivery of KPIs
• Analyze user behavior data to detect patterns and define activity scores. Leverage reports to automate partner campaigns geared towards increasing feature adoption and preventing churn
• Measure the effectiveness of partner success by evaluating operational metrics, actively participating during internal reviews, sharing key performance indicators with senior leaders, and taking defined actions based on observations
• Communicate directly with named partners and conduct data-driven analyses of partner behavior to measure feature adoption and predict at-risk accounts. Manage escalations from the team, as needed
• Execute the partner lifecycle and uphold standards for mapping the partner journey and following through on listening points (e.g., usage, satisfaction, etc.), interventions, partner base segmentation, and the identification of opportunities for continuous improvement
• Enable team through continuous process improvement and support the implementation of tools to drive efficiency and effectiveness
• Contribute to scaling the business and enhancing technology, by monitoring and reporting on the effectiveness of partner-impacting systems
• Internal partner advocacy - As the internal Voice of the Customer (VoC), drive alignment across N-able marketing, products, and sales
• Provide 1:1 coaching and growth opportunity for team members through a defined performance management process. Track individual training and professional development plans and carry out other managerial duties
• Contribute to defining people capabilities, profiles, and skills of high-performing partner success leaders
• Motivate the team to reach its full capabilities. Recognize and develop stakeholder growth and create opportunities for high performance Translate company goals into the functional department and individual career goals and provide support and guidance to stakeholders
• Manage the day-to-day operations of a partner success team
• Develop team priorities and objectives
• Contribute to the development of client processes that ensure long-term client relationships

What You'll Bring

• Experience hiring, developing, and leading a world-class, customer-facing team; demonstrated people management capabilities including coaching, performance management, and succession management to drive high levels of employee engagement
• Previous experience collaborating directly with renewals, sales, partner support, and products/engineering
• Proven ability to execute in a partner-focused environment and advocate for partners across a cross-functional organization
• Deep understanding of value drivers in recurring revenue business models
• Strong empathy for partners and a passion for revenue and growth
• Strong reasoning and analytical skills; able to structure thinking into a logical flow and sequence, easy for others to understand; able to create and work with conceptual frameworks
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader, with the ability to inspire others
• Experience with Salesforce, Service Cloud, Totango/Gainsight, and NetSuite are a plus
• Data-driven: experience with BI tools such as Tableau is a plus
• Crisp, compelling, and practical style of organizing thoughts into writing and speech; able to communicate with all levels in an organization
• Strong empathy for partners and a passion for revenue and growth; strong understanding of value drivers in recurring revenue business models
• Enthusiastic and creative leader, with the ability to inspire others
• Able to prioritize and execute to move projects forward
• Capable of managing own time and team commitments; act with urgency and integrity
• Able to establish positive relationships and collaborate with key stakeholders around accomplishing goals
• Demonstrated ability to manage changing, multiple priorities
• Accountable for results
• 3-5 years of relevant work experience in customer-facing roles such as renewals, sales, partner success, partner support, sales engineering, or account management

Purple Perks

• Medical, dental and vision - for employee, partner, and children!
• Generous PTO and observed holidays
• 2 Paid VoluNteer Days per year
• Pension Plan with company-contribution
• Employee Stock Purchase Program
• Discounted gym access at several local facilities
• FuN-raising opportunities as part of our giving program
• N-ablite Learning - custom learning experience as part of our investment in you
• The Way We Work - our hybrid working model based on trust and flexibility

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 - 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.