Manager, Customer Success (Hybrid Remote)

Softchoice; Toronto; Remote; CAD 80,000 - 120,000; Full time

Job summary

A leading IT solutions company is looking for a Customer Success Manager to coach and mentor a dedicated team while managing key performance indicators. The ideal candidate will have extensive experience in customer-facing roles, effective communication skills, and a passion for fostering collaborative environments. Join our award-winning workplace to drive career growth and make a significant impact in customer retention and satisfaction.

Benefits

Competitive benefits starting on day one

Flexible workdays

Career development opportunities

Qualifications

• 7+ years of customer-facing expertise or Customer Success experience.
• Demonstrable experience in people leadership and coaching.
• Strong communication skills for varied audiences.

Responsibilities

• Coach and mentor Customer Success Managers.
• Manage Customer Success KPIs for business outcomes.
• Collaborate to improve service delivery.

Skills

Customer Success Delivery

People Leadership

Communication

Coaching

Agile Concepts

Education

Bachelor’s Degree

Tools

Excel

SharePoint

Power BI

Power Automate

Job description

Employer Industry: IT Solutions and Services

Why consider this job opportunity:
- 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

What to Expect (Job 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

What is Required (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

How to Stand Out (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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