Manager of Customer Success - REMOTE

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

Job summary

A customer-centric company in Canada is seeking a Manager of Customer Success to lead a team focused on enhancing customer experiences. The role involves transforming customer engagement models while ensuring clients achieve maximum value. Responsibilities include coaching the team, developing proactive engagement strategies, and collaborating with various departments. The ideal candidate should possess 7–10 years of experience in customer success or account management and have strong leadership skills. Competitive compensation and generous benefits are provided.

Benefits

Generous time off policies

Competitive compensation

Volunteer opportunities

Reward and recognition programs

Healthcare and retirement benefits

Qualifications

• 7–10+ years of experience in Customer Success or Account Management.
• 2+ years of experience leading customer-facing teams.
• Proven ability to manage change and growth.

Responsibilities

• Lead a team of Customer Success Managers.
• Drive proactive customer engagement and risk identification.
• Collaborate with Sales and Marketing to enhance customer experience.

Skills

Team leadership

Customer engagement

Coaching and mentoring

Analytical skills

Communication

Education

Bachelor's degree in business or related field

Tools

Salesforce

Gainsight

Job description

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Manager of Customer Success. In this role, you will lead a team focused on enhancing customer experiences and driving successful outcomes. You'll play a pivotal part in transforming customer engagement from reactive to proactive, ensuring that clients receive maximum value throughout their journey. Your efforts will not only contribute to our partner's growth but also help customers protect what matters most in their organizations. If you are passionate about customer success and team leadership, we want to hear from you.

Accountabilities

• Lead, coach, and develop a team of Customer Success Managers, fostering a culture of accountability, innovation, and customer focus.
• Inspire and guide the team into a new, proactive Customer Success model centered on customer outcomes and results.
• 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 escalates.
• 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 teams.
• Collaborate closely with Sales, Renewals, Product, Support, Professional Services, and Marketing 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

• Bachelor's degree in business, marketing, or a related field (or equivalent experience).
• 7–10+ years of experience in Customer Success, Account Management, or related customer-facing roles.
• 2+ years of experience leading or managing customer-facing teams.
• Proven ability to lead teams through change, transformation, and growth.
• Strong coaching, mentoring, and people-leadership skills.
• Demonstrated customer-outcomes mindset with experience driving adoption, retention, and expansion.
• Experience using CRM and Customer Success platforms (Salesforce, Gainsight, or similar).
• Strong analytical skills with the ability to use data to guide decisions and prioritize effort.
• Excellent written, verbal, and presentation skills with the ability to influence at multiple levels.
• Ability to translate strategy into clear, actionable guidance for teams.
• Experience in SaaS, technical, or digital forensics environments is an asset.
• Willingness and ability to travel up to 10%.

Benefits

• Generous time off policies.
• Competitive compensation.
• Volunteer opportunities.
• Reward and recognition programs.
• Employee committees & resource groups.
• Healthcare and retirement benefits.

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.