Manager, Customer Success

Resolver; Toronto; Hybrid; CAD 115,000 - 130,000; Full time

Job summary

A high-growth SaaS company is seeking a Manager, Customer Success to lead the team in driving revenue and retention. The role entails mentoring team members and collaborating with internal stakeholders to ensure timely deal closures. The position requires 2-4 years of sales leadership experience and a Bachelor's Degree. Benefits include health coverage, generous vacation, and a flexible work environment. The salary range is $115,000 - $130,000.

Benefits

Health and Wellness Benefits

Professional development budget

Open vacation policy

Parental leave top-up

RRSP matching

Flexible work options

In-office snacks and social activities

Qualifications

• 2-4 years in a sales leadership position.
• Up to 5 years of sales experience.
• Experience with software and/or technology is a bonus.

Responsibilities

• Lead the Customer Success team to close sales leads.
• Motivate team members to exceed expectations.
• Develop best practices around customer outreach.
• Collaborate with executives to establish sales targets.

Skills

Sales leadership

Coaching

Stakeholder collaboration

Customer satisfaction

Education

Bachelor's Degree or equivalent

Job description

Resolver operates as a hybrid workforce with the option to work at home, in the office, or a mix of both. For this particular position we're looking for someone who can collaborate with the team in person a few times a month!

We are searching for a Manager, Customer Success to join our growing S & I (security and investigations) team. This role gives you the opportunity to lead a team of customer success managers to promote revenue and retention success.

This is a key role and you will be at the pinnacle of leading the Customer Success team and develop and close sales leads through coaching and setting goals. You will collaborate with a plethora of internal stakeholders making sure that new business travels through the organization in a swift and effective manner.

About Resolver:

Resolver is a high-growth SaaS company whose intuitive, no-code platform gives our customers a clear picture of their risks so they can make quick and effective decisions. As a part of the Resolver team, your work will help transform risk management to risk intelligence so organizations can protect people and assets and deliver on their purpose.

We are ambitious in both our mission and our culture. As a business within Kroll, we offer an innovative, non-hierarchical work environment blended with the stability and financial security of an enterprise. Resolver has also been named one of Canada’s Great Places to Work six years in a row!

Your day to day - let's break it down!:

Revenue Growth (35%)

Measure of Success: Motivates to sustain maximum energy. Advise on how to win and help develop improve selling capabilities.

• Lead the Customer Success team to qualify, develop and close sales leads through goal setting and coaching.
• Collaborate with internal stakeholder teams (Professional Services, Legal, Information Security) to ensure deals move to close in a timely manner.
• Identify areas of risk within deals/funnel and assist CSMs in overcoming relevant challenges.

Team Building and Development (20%)

Measures of Success: Motivates team members towards targets through hands‑on coaching. Manages performance effectiveness with continuous feedback.

• Motivate the team to exceed expectations.
• Mentor and coach the team in the achievement of KRs and better work with the customer to set objectives and define the value of acquiring Resolver products.
• Work with the team to advance their skills and progress in their careers.

Customer Retention (25%)

Measure of Success: Work with the Customer Success team to develop best practices around business reviews and customer outreach.

• Work with the CSMs and internal stakeholders to manage and resolve escalations.
• Develop and implement playbooks around best practices for customer satisfaction.

Strategic Direction (10%)

Measure of Success: Participate and contribute to the overall back‑to‑base strategy within the division, including product direction, positioning, targeting, and marketing efforts.

• Collaborate with executives and other stakeholders to establish sales targets and priority markets.
• Develop sales and retention motions to drive success within CS.

What you will bring:

• Between 2-4 years in a sales leadership position (must).
• Bachelor’s Degree (or equivalent).
• Up to 5 Years of sales experience.
• Experience with software and/or technology an added bonus.

What we’ll give you in return:

Resolver is one of Canada's Great Workplaces. Culture isn't just something we write about (although we do), we live our values and challenge each other to be our best selves. We invest in Resolverites who will grow with us. We have a comprehensive rewards package to show our team our appreciation for everything they do:

• Health and Wellness Benefits: 100% paid by us for health, dental & vision from day one.
• Professional development: we have an external learning budget to help you grow and develop. We host a learning workshop every 6 weeks on topics like Time Management, Self‑Awareness and Giving Feedback; we also have e‑learning to meet the needs of our remote team. We offer a Career Development Program to help you identify and build your skillsets for internal growth opportunities and beyond. We also have a Coaching Program for all our managers. We know how important it is to have a good boss, so we invest in their development.
• Vacation: it's open, which means we don't worry about an accrual clock. On average, we see most folks enjoying between 3‑4 weeks off a year.
• Parental leave: Best‑in‑class top‑up for new parents – 100% for 15 weeks new parents and a bonus 5 weeks for birth mothers.
• RRSP: Matching up to 2.5%
• Flexibility & trust – We hire adults and we trust you to manage your outcomes. Day‑to‑day, everyone is given the option to decide whether they want to work remote or in‑office depending on the needs of their role and in ways that best promote collaboration with your team.
• In the Office – You will have access to snacks and beverages and in‑office fun like ping‑pong, group lunches, karaoke & games. We provide lots of opportunity for team socials too, including the folks who are remote!
• The salary range for this role $115,000 - $130,000.

Interested?!

If you want to work in a highly collaborative environment and are committed to making a difference, we’d like to meet you. Click below to get the process rolling.

We truly appreciate all interest and will happily reply to qualified candidates.

Resolver is committed to providing accommodations for all persons with disabilities. If at any point in the recruitment process you require accommodation, please notify the applicable recruiter or contact us directly at [e-mail]

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