Manager of Customer Success

Riva International, Inc.; Edmonton; On-site; CAD 120,000 - 180,000; Full time

Benefits offered by this job

Paid vacation starting with 3 weeks

Paid wellness time

Paid time off to volunteer with charit

Extended health care benefits

Professional development allowance

Job summary

Riva International, Inc. in Canada seeks a strategic leader to helm our Client Experience team. You will drive retention, expansion, and lasting client relationships while coordinating across Sales, Product, Marketing, Professional Services and Support.

Reporting to the VP of Global Sales, you will design scalable playbooks, implement AI-enabled workflows, establish KPIs (NRR, GRR, CSAT), and build an execution-focused culture that delivers measurable business outcomes.

Qualifications

• 5+ years of leadership in Enterprise SaaS Customer Success, Account Management, or Revenue Operations.
• Proven ability to design, build, and optimize repeatable processes and playbooks.
• Strong experience configuring CRM systems to track health, telemetry, and renewals.

Responsibilities

• Build and maintain executive-level relationships with enterprise accounts.
• Drive retention, satisfaction, and expansion to realize measurable business outcomes.
• Design scalable playbooks, onboarding workflows, and lifecycle frameworks.
• Integrate AI tools into daily operations to boost efficiency and personalize client journeys.
• Establish KPIs (NRR, GRR, CSAT, Time-to-Value) to measure health and AI adoption.
• Lead and mentor a results-driven Client Experience team.
• Collaborate with Sales, Product, Marketing, and Engineering on GTM strategies.

Skills

Enterprise SaaS Leadership

Customer Success Operations

CRM expertise (Salesforce)

Operational process design

Data-driven decision making

Executive stakeholder management

Strategic planning

Tools

Salesforce

Job description

WHAT YOU WILL BE DOING

Reporting to the VP of Global Sales, you will lead an already high-performing Client Experience team focused on delivering exceptional client outcomes, driving retention and expansion revenue, and building lasting client relationships. You will serve as an operational leader—establishing the scalable systems, playbooks, and intelligent cadences that allow our Client Experience and Operations organization to scale effortlessly while collaborating seamlessly across Sales, Product, Marketing, Professional Services, and Support.

More specifically, your responsibilities include:

Client Success & Relationship Management

• Build and maintain trusted executive-level relationships with key enterprise accounts, acting as a strategic advisor throughout the client lifecycle.

• Drive client retention, satisfaction, and expansion, securing long-term value realization by ensuring clients achieve measurable business outcomes.

• Establish structured account planning methodologies and success plans aligned with client objectives and Riva’s growth targets.

• Monitor client health signals, technology initiatives, and industry trends to proactively identify risk and unlock enterprise expansion opportunities.

• Serve as the strategic bridge between the client and internal teams to influence product roadmaps and elevate service delivery.

Client Experience Operations & Rigor

• Design, implement, and refine scalable playbooks, onboarding workflows, and lifecycle management frameworks to drive peak operational efficiency.

• Integrate cutting-edge agentic AI tools and workflows into day-to-day operations to empower team efficiency, streamline routine tasks, and deliver hyper-personalized client journeys.

• Establish clear operational metrics and KPIs (NRR, GRR, CSAT, Time-to-Value) to evaluate team productivity, measure AI adoption, and continually elevate client health.

Revenue Growth & Commercial Execution

• Build predictable execution models that drive consistent renewal execution, upselling, and cross-selling across assigned account portfolios.

• Develop data-backed customer expansion strategies and partner closely with Sales to identify and close revenue opportunities.

• Maintain hyper-accurate forecasting models for renewals, risk mitigation, and account expansion.

Leadership, Execution & Team Development

• Lead, mentor, and build an execution-focused Customer Success team committed to operational discipline and customer advocacy.

• Foster a culture of accountability, continuous improvement, data fluency, and operational excellence.

• Establish clear performance benchmarks, OKRs, and operational cadences; provide structured coaching to support team growth and productivity.

Cross-Functional Collaboration & Strategic Execution

• Partner with Sales, Product, Marketing, and Engineering to align go-to-market strategies with customer lifecycle touchpoints.

• Manage escalation protocols to resolve complex customer issues efficiently with minimal friction.

• Translate customer insights into operational recommendations that drive broader company growth initiatives.

WHAT YOU BRING TO THE ROLE

• 5+ years of progressive leadership or operational experience in Enterprise SaaS Customer Success, Account Management, or Revenue Operations.

• Proven track record as an operator: expertise in designing, building, and optimizing repeatable processes, customer playbooks, and operational cadences.

• Deep experience leveraging and configuring CRM software (e.g., Salesforce) and CS management tools to track health scores, telemetry, and renewal pipelines.

• Strong analytical capability with a track record of using data, KPIs, and dashboarding to make informed operational and strategic decisions.

• Demonstrated history of successfully managing customer retention (GRR/NRR) and driving organic expansion revenue.

• Exceptional communication, negotiation, cross-functional project management, and change-management skills.

Bonus Points For:

• Direct experience working at Salesforce.com or within the Salesforce/Microsoft ecosystem.

• Background in Revenue Operations (RevOps), CS Operations, or Systems Consulting.

• Practical knowledge of enterprise email, calendar, and CRM integration architecture.

CORE COMPETENCIES FOR SUCCESS

• Integrity & Accountability: Acting with honesty and responsibility, taking ownership of actions and decisions. Navigating organizational dynamics.

• Collaboration: Inspires and motivates others, embraces diverse perspectives, and works effectively in teams to achieve shared goals.

• Continuous Learning: Understanding key drivers of company success and applying knowledge to achieve goals.

• Design Thinking: Using creativity, new technologies, and customer-centered approaches to solve complex problems.

• Analytical Thinking & Decision Making: Analyzing data and situations to make well-informed decisions.

• Managing Resources & Digital Dexterity: Combines adaptability to new technologies with effective utilization of time, budget, and talent to optimize outcomes and drive continuous improvement.

• Leadership, Strategic Vision & Planning: Guides the organization with a clear and actionable vision, develops plans based on long-term goals, adapts to change effectively, and inspires alignment with organizational strategy through data-driven decision-making.

• Strategic Alignment & Partnerships_:_ Guides the organization with a clear and actionable vision, develops plans based on long-term goals, adapts to change effectively, and inspires alignment with organizational strategy through data-driven decision-making.

• Operational Alignment & Coordination: Ensures that operational activities are coordinated, efficient, and focused on achieving strategic objectives.

More About Riva

We are an Edmonton-based Enterprise SaaS company with a global footprint. Our Relationship Engine creates seamless data flow between applications like email, calendar, contacts, and tasks and CRM – synchronizing data and eliminating the need for task switching, application toggling, and data entry duplication across platforms.

We offer a work culture that fosters diversity, equity, inclusion, and fun. Where curiosity is rewarded, and each day offers the chance to learn, grow, and contribute to the efforts of people you like, respect, and value.

What We Bring To The Table

• Paid vacation starting with 3 weeks.

• Paid wellness time for mental health, personal benefits, and personal time.

• Paid time off to volunteer with charities of your choice.

• Extended health care benefits, dental and life insurance.

• Professional development and training allowance for career advancement.

Must hold a valid work permit or be a permanent resident or citizen of Canada.

Riva is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

We appreciate all applicants for their interest in joining Riva. Please note that only candidates selected to move forward in the process will be contacted.