Manager, Customer Success

Auvik; Toronto; Hybrid; CAD 117,500 - 153,000; Full time

Benefits offered by this job

Stock options

Health benefits

Wellness spending account

GRSP matching

Flexible paid time off

Parental leave

Remote working subsidies

Job summary

Auvik is seeking a Manager of Customer Success to lead a team of Customer Success Managers serving Corp IT customers. You will mentor your team to drive product adoption, achieve gross retention and renewals, and grow accounts through upsell and cross-sell.

You will coach your team to identify risks early, pursue expansion opportunities, and maintain strong relationships with both technical and executive stakeholders.

Qualifications

• Experience leading a team of Customer Success Managers or revenue professionals.
• Experience in customer success, account management, or sales for a technical product.
• Experience owning or leading teams responsible for gross retention, net dollar retention, upsell, and cross-sell targets.
• Strong understanding of renewal management, customer value realization, adoption strategy, and expansion within an existing customer base.
• Strong coaching skills across customer conversations, renewal risk, expansion discovery, objection handling, and commercial discussions.
• Comfortable leading a team that carries a number.
• Strong communication skills in English, with others as an asset.
• Ability to communicate with both technical and executive stakeholders.
• Strong forecasting, pipeline inspection, CRM discipline, and operational follow-through.
• Experience in SaaS, computer networking, or the IT industry.

Responsibilities

• Be accountable for your team’s product adoption, gross retention, net dollar retention, upsell, and cross‑sell performance, as well as renewal/expansion forecasts.
• Coach team members to identify customer risk, uncover expansion opportunities, and build renewal strategies.
• Develop the team’s proficiency in building a cross‑sell and upgrade funnel.
• Act as the first escalation point for renewal risk and customer escalations.
• Collaborate with Marketing, Sales, Product, Support, and Finance to drive adoption, retention, upsell, and cross‑sell.
• Deliver mentorship and development of the Customer Success team, including hiring and training CSMs.
• Conduct regular renewal reviews and forecast meetings, pushing opportunities forward.
• Keep the team updated on marketing initiatives, product roadmaps, and customer feedback.
• Monitor customer health, renewal readiness, and expansion opportunities; drive improvements.
• Iterate processes to improve retention, adoption, expansion, and outcomes.
• Raise risks, trends, and customer stories to leadership.
• Foster trust and accountability across the team, owning customer and revenue outcomes.

Skills

Team leadership

Customer success

Account management

Sales for SaaS

Renewal management

Coaching

Forecasting

CRM discipline

Executive communication

Technical product knowledge

English communication

Tools

Salesforce

Job description

What’s this role about?

Rule #1 of the Auvik Way: Wow our customers! As a Manager of one of Auvik’s Customer Success teams, you’ll lead and mentor a team of Customer Success Managers supporting our Corp IT customers. Your team is responsible for helping customers realize value from Auvik, driving product adoption, protecting gross retention, and growing accounts through upsell and cross‑sell.

This is a hands‑on leadership role for someone who understands that great customer success is both customer‑first and results‑driven. You’ll coach your team to build strong relationships, uncover risks early, identify growth opportunities, and lead confident conversations about renewal and expansion.

Responsibilities

• Be accountable for your team’s product adoption, gross retention, net dollar retention, upsell, and cross‑sell performance, as well as the quality and accuracy of renewal and expansion forecasts.
• Coach team members to identify customer risk, uncover expansion opportunities, and build renewal strategies that drive adoption, retention, and growth.
• Develop the team’s proficiency in effectively identifying opportunities and building a cross‑sell and upgrade funnel.
• Act as the first point of escalation for renewal risk, customer concerns, commercial conversations, expansion opportunities, feature requests, and customer escalations.
• Work with other revenue leaders, including Marketing, Sales, Product, Support, and Finance, to design and execute programs that improve adoption, retention, upsell, and cross‑sell within the Corp IT customer base.
• Deliver ongoing mentorship and development of the Customer Success team, including recruiting, hiring, and training new CSMs on customer engagement, renewal strategy, value realization, and commercial conversations.
• Conduct regular team meetings, renewal reviews, and forecast meetings. Coach direct reports on strategies to reduce risk, strengthen customer value, and move renewal and expansion opportunities forward.
• Ensure the Customer Success team is up to date on new marketing initiatives, product roadmap updates, customer feedback, and organizational changes.
• Consistently monitor customer health, team activity, renewal readiness, product adoption, and expansion opportunities, identifying areas for improvement across the team and the business.
• Think critically about existing processes and iterate where there is room for improvement to help drive retention, adoption, expansion, and customer outcomes.
• Effectively raise risks, trends, customer stories, feedback, and opportunities to leadership.
• Build trust and accountability across the team, creating a culture in which CSMs take ownership of both customer and revenue outcomes.
• Live the Auvik Way each day.

Qualifications

• Previous experience leading a team of Customer Success Managers or post‑sale revenue professionals.
• Experience in customer success, account management, or sales for a technical product.
• Experience owning or leading teams responsible for gross retention, net dollar retention, upsell, and cross‑sell targets.
• Strong understanding of renewal management, customer value realization, adoption strategy, and expansion within an existing customer base.
• Strong coaching skills across customer conversations, renewal risk, expansion discovery, objection handling, and commercial discussions.
• Comfortable leading a team that carries a number.
• Strong communication skills, including excellent spoken and written English. Other languages are an asset.
• Ability to communicate clearly with both technical and executive stakeholders.
• Strong forecasting, pipeline inspection, CRM discipline, and operational follow‑through.
• Experience in SaaS, computer networking, or the IT industry.
• Experience with CRM software, Salesforce preferred.
• Passionate about technology and learning more about Auvik.
• Demonstrated ability to lead, coach, develop, and motivate others.

Benefits

Base + Target Incentive (OTE) Range: $117,500—$153,000 CAD. In addition to cash compensation, full‑time employees receive stock options, comprehensive health and dental benefits, a wellness spending account, GRSP matching program, flexible paid time off, paid parental leave program, and remote working subsidies.

Equal Opportunity Employment

Auvik is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law.