Manager of Customer Success

Kelly; Halifax; Remote; CAD 75,000 - 85,000; Full time

Job summary

A leading managed services provider is seeking a Manager of Customer Success to enhance client experiences. This remote role involves overseeing the full customer lifecycle, collaborating with sales and project teams, and leading a customer success team. The ideal candidate has extensive experience in technical customer success and excellent leadership skills. The position offers a competitive salary of $75,000 to $85,000.

Qualifications

• 5 to 10 years of experience in a Technical Customer Success leadership role.
• Strong technical background in Help Desk Tier 3, networking, infrastructure, servers, or software.
• Proven experience leading customer success initiatives and solution-based sales techniques.

Responsibilities

• Own the customer success function including team leadership and KPI tracking.
• Develop customer engagement strategies across onboarding, adoption, retention, and renewal.
• Lead and manage the existing Customer Success team to ensure performance and accountability.

Skills

Leadership

Communication

Relationship-building

Technical knowledge in networking

Education

Bachelor’s degree or college diploma in business or related field

Job description

Overview

We’re seeking a Manager of Customer Success for our client to lead and elevate the client experience within our Managed Services team. In this role, you’ll oversee the full customer lifecycle, from client retention and renewal — while driving satisfaction, growth, and operational excellence.

You’ll collaborate closely with Sales, Project Delivery, and Managed Services teams to ensure seamless service delivery and high-impact client engagement. The ideal candidate possesses a strong technical foundation in servers, networking, infrastructure, or software, complemented by technical foundation outstanding leadership, communication, and relationship-building skills.

• Location: Atlantic provinces --- Nova Scotia, PEI, New Brunswick, or Newfoundland and Labrador
• Type : Remote
• Salary: $75,000 to $85,000
• Start Date: Urgent

Qualifications

• 5 to 10 years of working experience in a Technical Customer Success leadership role
• Bachelor’s degree and/or college diploma in business or a related field, or an appropriate combination of education and working experience.
• Strong technical background asset with experience in Help Desk Tier 3, networking, infrastructure, servers, or software
• Develop and maintain strong relationships with customers to ensure their success and satisfaction.
• Excellent business acumen and communication ability.
• Proven experience leading customer success initiatives, solution-based sales techniques, and leveraging customer success best practices.
• Ability to collaboratively develop strategies, translate them into initiatives, and track successful delivery of said initiatives.

Key Responsibilities

• Own the customer success function, including team leadership, process design, and KPI tracking.
• Develop and execute customer engagement strategies across onboarding, adoption, retention, and renewal.
• Collaborate with internal teams to resolve escalations and implement improvements in our service delivery.
• Lead, manage, and develop the existing Customer Success team to ensure consistent performance, accountability, and professional development.
• Own regular customer account reviews and customer health checks to proactively manage risk and surface expansion opportunities.
• Partner with the Sales department to support renewals and upsell opportunities, ensuring a smooth process for all customers.
• Create & manage operational metrics and reports to track NPS, CSAT, customer retention, and customer churn.
• Build standardized playbooks, success plans, and customer lifecycle processes that can scale.
• Report on customer trends, risks, and opportunities to leadership with clear, data-backed & driven insights.