Manager, Customer Success - REMOTE

Medium; Remote; CAD 80,000 - 100,000; Full time

Job summary

A dynamic SaaS company is seeking a Manager, Customer Success to enhance customer engagement and retention while leading initiatives that empower clients. The role involves developing digital programs, collaborating with various teams, and maintaining connections with key stakeholders. Candidates should have over 5 years in customer success with 3 years in leadership. The position offers a remote-first culture and comprehensive benefits, including health coverage and annual allowances.

Benefits

Comprehensive health, dental, and vision coverage

Unlimited vacation policy

RRSP matching program

Qualifications

• 5+ years of relevant experience in customer success in a high growth SaaS environment.
• 3+ years in a leadership role.
• Proven ability to create success motions focusing on execution and SaaS metrics.

Responsibilities

• Develop and implement digital and one-to-many programs for customers.
• Create strategy with performance tracking to drive adoption and retention.
• Collaborate with leaders to prioritize customer needs.

Skills

Customer success experience

Leadership skills

Communication skills

Analytical mindset

Collaboration skills

Tools

BI analytics tools

Jira

Zendesk

Job description

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Manager, Customer Success. In this role, you will be pivotal in creating and delivering transformative customer experiences that will leave a lasting impact. Working remotely, you will collaborate with various teams to enhance engagement and retention, while also leading initiatives to empower our customers in their journey. Your expertise will help scale the outreach efforts and maximize the value provided to our customers, ensuring they thrive in utilizing our innovative platform.

Accountabilities

• Develop and implement end-to-end digital and one-to-many programs for customers, leading the execution teams.
• Create a cohesive strategy with tangible goals, performance tracking, and metrics to drive adoption, retention, and expansion for customers.
• Provide thought leadership as we evolve the Customer Success vision.
• Collaborate with leaders across Support, Product, and Marketing to align on customer needs and prioritize opportunities.
• Champion a test-and-learn culture to improve self-service and digital education programs.
• Build and maintain meaningful connections with key customer stakeholders to identify improvement opportunities.
• Coach and develop the team by providing feedback and fostering an inclusive team culture.

Requirements

• 5+ years of relevant experience in customer success within a high growth SaaS environment, with 3+ years in a leadership role.
• Proven ability to create digital and one-to-many success motions focusing on execution and SaaS metrics.
• Strong communication and collaboration skills with a focus on clarity and action.
• Experience with modern tech stacks including BI analytics tools, Jira, Zendesk, etc.
• Analytical and adaptable mindset with a solution-oriented approach.
• Comfortable in a fast-moving, growth-stage environment.

Benefits

• Comprehensive health, dental, and vision coverage from day one.
• Remote-first culture with the option for in-person collaboration.
• Unlimited vacation policy built on trust and support.
• RRSP matching program with employer contributions.
• $750 annual Health & Wellness Allowance.
• $1,000 annual Learning & Development Allowance.
• $500 annual Home Office Allowance.
• Personalized support for family-building and fertility journeys.
• Digital mental health support from licensed professionals.
• Company-wide holiday closure in December.
• Regular virtual team events to foster connection.

Why Apply Through Jobgether?

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.