Manager, Customer Success (Hybrid Remote)

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

Job summary

A leading IT services company in Canada is looking for a Customer Success Manager to coach and mentor a team, manage KPIs, and enhance customer value through effective leadership. The ideal candidate has over 7 years of experience in customer-facing roles, strong leadership capabilities, and proficiency in Microsoft tools. The company offers competitive benefits and a collaborative work environment.

Benefits

Competitive benefits starting on day one

Flexible workdays

Opportunity for career development

Qualifications

• 7+ years of direct customer-facing expertise or Customer Success delivery experience.
• Demonstrable experience in people leadership, coaching, and development.
• Experience with agile concepts and program management.

Responsibilities

• Coach, lead, and mentor a team of Customer Success Managers.
• Manage Customer Success KPIs to ensure successful execution.
• Address escalations or risks to customer retention.

Skills

Customer Success

People leadership

Communication skills

Coaching

Education

Bachelor's degree and/or equivalent experience

Tools

Microsoft Excel

SharePoint

Power BI

Power Automate

Job description

Overview

• Competitive benefits starting on day one
• Award-winning workplace recognized as a Great Place to Work for 20 consecutive years
• Flexible workdays that suit your best schedule
• Collaborative environment with a focus on support and innovation
• Opportunity for career development and advancement within the organization

Responsibilities

• Coach, lead, and mentor a team of Customer Success Managers supporting workplace managed offerings
• Manage Customer Success KPIs to ensure successful execution of customer value and business outcomes
• Address escalations or risks to customer retention through hands-on coaching and engagement
• Collaborate cross-functionally to improve processes and service delivery
• Develop insights and actions through data-driven reporting and analytics

Qualifications

• Bachelor’s degree and/or equivalent experience
• 7+ years of direct customer-facing expertise or Customer Success delivery experience
• Demonstrable experience in people leadership, coaching, and development
• Experience with agile concepts, program management, and Microsoft licensing programs
• Strong ability to communicate effectively with various audiences and adapt presentations

Preferred Qualifications

• Experience with business analysis, dashboarding, and reporting using Excel, SharePoint, Power BI, and/or Power Automate
• Experience leading cross-functional projects, including stakeholder identification and delivery of objectives

#ITServices #CustomerSuccess #CareerGrowth #FlexibleWork #InclusiveCulture

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