Manager, Customer Success (Hybrid Remote)

Softchoice; Toronto; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

Softchoice is seeking a Manager for the Customer Success team. This role involves leading a team of Customer Success Managers to ensure client satisfaction and drive innovative solutions. The ideal candidate will have extensive experience in customer relations, people leadership, and the ability to foster collaboration across different teams. Join a top-rated workplace committed to inclusion and employee development.

Benefits

Flexible workdays

Competitive perks starting on day one

Award-Winning Workplace

High-Performing Culture

Qualifications

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

Responsibilities

• Lead a team of Customer Success Managers ensuring customer value.
• Manage Customer Success KPIs to drive business outcomes.
• Collaborate across functions to improve process and service delivery.

Skills

People leadership

Customer engagement

Problem-solving

Innovative thinking

Communication

Education

Bachelor’s degree or equivalent experience

Tools

Excel

SharePoint

Power BI

Power Automate

Job description

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Manager, Customer Success (Hybrid Remote)

Company: Softchoice

Whyyou’lllove Softchoice:
We are a software-focused IT solutions and services provider that equips organizations to be agile and innovative, and for their people to be engaged, connected, and creative at work. That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology. By doing these things we help them create success for their customers and their people.

We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities.

The impact you will have:

The manager of the Workplace Customer Success team will bring a combination of people leadership experience, Managed Services delivery experience and a demonstrated passion for customer experience. You will demonstrate a bias toward action to solve problems through innovative thinking and what’s best for the business.

As the manager, you will be responsible for leading a team of Customer Success Managers (CSMs) who will be focused on delivering on a defined set of activities aligned with the services the customer has paid for. You will also coach and lead the team’s Administrator to manage workflows, utilization of resources and ensure the smooth running (and documentation) of all processes critical to the onboarding and lifecycle activities of all managed customers.

The Customer Success Manager will support the ongoing improvements to help maximize the successful execution of adopt, expand, and renew motions that are foundational to Customer Success as a practice.

What you'll do:

• Coach, lead, and mentor a team of Customer Success Managers supporting our portfolio of workplace managed offerings.
• Manage against a set of Customer Success KPIs designed to ensure the successful execution of adopt, expand, and renew motions that drive customer value and business outcomes.
• Foster and guide cross-functional, innovative thinking and collaboration across teams both within and outside Customer Success.
• Address any escalations or risk to customer retention with hands on coaching, and customer engagement and feedback related to the systems and services being delivered. Using customer first strategies to resolve customer satisfaction issues.
• Execute opportunities to leverage vendor funding programs and customer incentives which support successful adoption and expansion motions in a way that drives overall business profitability.

Business & Thought Leadership

• Develop a deep understanding and comfort level with the Softchoice/ S&A strategy related to Workplace services, to inform future areas of development and expansion.
• Maintain strong working relationships with stakeholders across different groups within Softchoice and the Customer Success organization.
• Uncover and drive both technical and process driven opportunities to accelerate business outcomes that increase customer experience and support a customer’s cloud journey.
• Partner with our Customer Experience team to action employee and customer feedback that drives innovation into how we serve our customers.
• Drive the evolution of reporting that creates data-driven insights and actions, either through the Reporting & Analytics team, or directly with tools and resources available.

Cross Functional Collaboration

• Proactively collaborate with your peers in S&A and Microsoft category teams to find ways to bring incremental value and insights forward to our customers.
• Collaborate with your peers in Sales, Technical Support and Services Delivery to ensure alignment and meeting of expectations for customers.
• Support and, when required, own the execution of cross-functional efforts that improve processes and services delivery (such as deliverables, workflows and enablement).

What you'll bring to the table:

• Bachelor’s degree and/or equivalent experience.
• 7+ years of direct customer-facing expertise or Customer Success (CSM) delivery experience.
• Demonstrable experience with people leadership, coaching and development in cross functional teams.
• Experience with agile concepts, program management and understanding of Microsoft licensing programs (EA & CSP).
• Experience with business analysis, development, dashboarding and reporting, including building and maintaining custom systems using Excel, SharePoint, Power BI and/or Power Automate.
• Experience leading or coordinating cross functional projects, including identifying stakeholders, delivering objectives, updates and outcomes.
• A creative and strategic thinker with strong process improvement skills.
• A strong ability to communicate effectively with various audiences, possess an understanding of curating content, adapting presentation decks and presenting to both business and technical stakeholders.

Not sure if you qualify? Think about applying anyway:
We understand that not everyone brings 100% of the skills and experiencefor the role.

At Softchoice, we offer opportunities to a diverse group including those with a variety of workplace experiences and backgrounds. Whether you are new to corporate tech, returning to work after a gap in employment, or looking to transition and take the next step in your career, we are excited to learn more about you and encourage you to apply.

Why You’ll Love Working Here:

• The People: You’ll thrive in our collaborative environment, surrounded by incredible colleagues who foster support and innovation, driving our collective success
• High-Performing Culture: At Softchoice, we are dedicated to achieving our goals and committed to success for our customers and each other
• Flexibility: Plan your workdays in a way that suits you best
• Award-Winning Workplace: Proudly recognized as a Great Place to Work for 20consecutive years
• Inclusive Culture: We are committed to an inclusive culture where every team member can be their authentic self
• Competitive Benefits: Benefit from competitive perks that start on day one

Inclusion & Equal opportunity employment:
We arean equal opportunity employer committed to diversity, inclusion & belonging. Peopleseeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.

Require accommodation? We are ready to help:
We areproud to provideinterview &employment accommodationduring the recruitment and hiring process. If you requireanyaccommodation to apply or interview for a position, please reach out directly [e-mail] .We are committed to working with you to best meet your needs.

Our commitment to your experience:
We arecommitted to the safety of all applicants and team members. With that in mind, we have implemented digital interviewing for everyone. We understand that you may need to interview with distractions around you(such as children or furry friends)and we willbe doing the same.

Before you start with us, we will conduct a criminal record check, verify your education, and check your references.

When you join Softchoice, we will onboard you remotely. Don't worry. It's quick, simple and you'll be connected with your new team in no time.

Job Requisition ID:6688
EoE/M/F/Vet/Disability