Manager of Customer Success

Feroot Security; Toronto; On-site; CAD 140,000 - 180,000; Full time

Job summary

Feroot Security is seeking a Manager of Customer Success to guide a global team of Customer Success Engineers and drive proactive, outcome-focused engagement across the customer lifecycle.

The role emphasizes coaching, cross-functional collaboration, and strategic thinking to ensure adoption, retention, and growth while evolving processes to meet changing product and business models.

Qualifications

• 5+ years managing global Customer Success teams providing 7x24x365 service levels.
• Experience building and managing Sales to Customer Success process and hand-offs.
• Experience building and managing customer onboarding process driving to outcome achievement against outcomes.
• Ability to speak to customers in business and technical language.
• A strong strategic vision for the customer experience, and customer support.
• Develop delivery models that align with current customer segments, deliver customer value and scale with growth projections.
• A strong customer advocate with the ability and willingness to engage directly with customers.
• Ability to communicate well with individuals, teams, partners and at industry level events.
• A track record of developing and mentoring great talent, and building and motivating high achieving teams.
• The skills to be a data-driven decision maker, with a willingness to experiment and iterate.
• Effective and productive collaborator to drive cross-functional initiatives.
• Empathy, humility and listening skills.

Responsibilities

• Lead, coach, and develop a team of Customer Success Managers, fostering a culture of accountability, innovation, and customer focus.
• Establish a clear vision for Customer Success and translate that vision into daily behaviors, workflows, and execution standards.
• Drive a shift from reactive issue management to proactive engagement, risk identification, and value realization.
• Ensure consistent execution of the customer lifecycle from onboarding through renewal and expansion.
• Partner with the team to define customer goals, success criteria, and measurable outcomes.
• Identify adoption barriers and customer risks early, ensuring action plans are in place before issues escalat e.
• Act as an escalation point for complex or high-risk customer situations, supporting structured account recovery efforts.
• Leverage customer data and insights to guide prioritization, engagement strategies, and decision-making.
• Provide clear visibility into customer health, adoption, and outcomes for leadership and cross-functional team.
• Collaborate closely with Sales, Renewals, Marketing, Product, Support, to deliver a unified customer experience.
• Advocate internally for customer needs and outcomes to influence product improvements and operational enhancements.
• Lead change effectively as products, processes, and business models evolve.

Skills

People leadership

Cross-functional collaboration

Strategic vision

Data-driven decisions

Customer focus

Mentoring

Stakeholder communication

Tools

SQL

Relational databases

AWS

Job description

As a Manager of Customer Success, you will lead and inspire a team of Customer Success Engineers managing a proactive, customer-results-focused Customer Success motion. You will be responsible for guiding the team, anticipating customer needs, driving measurable outcomes, and delivering consistent value across the customer lifecycle.

You will act as a people leader, coach, and change agent, balancing team development, customer outcomes, and cross-functional collaboration. This role plays a critical part in shaping how Feroot Security partners with customers and ensures Customer Success is viewed as a strategic driver of adoption, retention, and growth.

What You’ll Do

• Lead, coach, and develop a team of Customer Success Managers, fostering a culture of accountability, innovation, and customer focus


• Establish a clear vision for Customer Success and translate that vision into daily behaviors, workflows, and execution standards


• Drive a shift from reactive issue management to proactive engagement, risk identification, and value realization


• Ensure consistent execution of the customer lifecycle from onboarding through renewal and expansion


• Partner with the team to define customer goals, success criteria, and measurable outcomes


• Identify adoption barriers and customer risks early, ensuring action plans are in place before issues escalat e


• Act as an escalation point for complex or high-risk customer situations, supporting structured account recovery efforts


• Leverage customer data and insights to guide prioritization, engagement strategies, and decision-making


• Provide clear visibility into customer health, adoption, and outcomes for leadership and cross-functional team


• Collaborate closely with Sales, Renewals,Marketing, Product, Support, to deliver a unified customer experience;


• Advocate internally for customer needs and outcomes to influence product improvements and operational enhancements;


• Lead change effectively as products, processes, and business models evolve.

Requirements (Must-Have)

• 5+ years managing global Customer Success teams providing 7x24x365 service levels


• Experience building and managing Sales to Customer Success process and hand-offs


• Experience building and managing customer onboarding process driving to outcome achievement against outcomes


• Ability to speak to customers in business and technical language


• A strong strategic vision for the customer experience,, and customer support


• Develop delivery models that align with current customer segments, deliver customer value and scale with growth projections


• A strong customer advocate with the ability and willingness to engage directly with customers


• Ability to communicate well with individuals, teams, partners and at industry level events


• A track record of developing and mentoring great talent, and building and motivating high achieving teams


• The skills to be a data-driven decision maker, with a willingness to experiment and iterate


• Effective and productive collaborator to drive cross-functional initiatives


• Empathy, humility and listening skills

Preferred Skills (Bonus)

• Familiarity with compliance frameworks such as PCI DSS 4.0.1 and HIPAA.


• Experience with privacy and regulatory standards like CCPA and GDPR.


• Knowledge of containerization, AWS, and modern development best practices.


• Experience with relational databases and SQL.