Scaled Programs Manager

Loopio Inc.; Toronto; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A forward-thinking technology company is seeking a detail-oriented individual for a Customer Success role in Toronto. This position involves driving customer adoption through digital initiatives, leading cross-functional projects, and analyzing customer health metrics. The ideal candidate has extensive experience in Customer Success, a knack for project management, and skills in tools like Gainsight and Salesforce. Enjoy a flexible work environment, wellness benefits, and a supportive culture that prioritizes your growth.

Benefits

Health and wellness benefits

Remote setup with equipment subsidy

Professional development allowance

Flexible working locations

Qualifications

• At least 3 years of experience in (Scaled) Customer Success or related fields.
• Ability to leverage data for decisions and solutions.
• Experience with customer marketing initiatives.

Responsibilities

• Collaborate with internal teams to drive customer adoption.
• Translate customer insights into digital programs.
• Lead cross-functional project initiatives.
• Monitor customer health and engagement metrics.

Skills

Written and oral communication skills

Organizational skills

Project management accountability

Curiosity and problem-solving

Results-oriented mindset

Analytical thinking

Experience in Customer Success

Experience with automated programs

Tools

Gainsight

Hubspot

Salesforce

Job description

Take your career to new heights with Loopio!

Loopio is looking for a detail-oriented, customer-focused, data-driven individual to join our innovative Scaled Customer Success team. In this role, you will contribute to Loopio’s digital strategy and collaborate with the wider Customer Success team on initiatives to drive forward our Digital Customer Success program. You’ll also join a company with endless opportunities to accelerate your career.

Note: This is an existing vacancy on the team

What You’ll Be Doing

• Working as a part of the Scaled Customer Success team within Loopio’s Scaled CS department, focused on helping customers win in their response management efforts through a digital-led customer adoption and renewal journey.

• Translate customer and business insights into scalable digital programs that increase product adoption, reduce churn risk, and improve retention performance.

• Work closely with internal teams to identify efficiency gaps and automation opportunities to streamline internal and customer-facing processes.

• Lead cross-functional initiatives end-to-end, from concept to launch, through structured project planning (including scoping, program design requirements, success metrics, timelines) and consistent stakeholder communication.

• Act as the primary liaison for program updates, risk implications, and milestone tracking, ensuring transparency and predictable delivery via reliable project management.

• Monitor customer health, usage trends, and engagement metrics to ensure each engagement delivers value to our customers and drives adoption within the Loopio platform.

• Build standardized and personalized communications for customers based on time-based, action-based, or value-driven triggers in the Gainsight platform.

• Work with RevOps and our Gainsight CSM to ensure we adhere to best-in-class practices to streamline Customer Success activities.

What You’ll Bring to the Team

• Impeccable written and oral communication skills; you’ll be communicating with our customers and our internal teams on key initiatives and changes to processes.

• Highly organized; your calendar reminders have calendar reminders.

• Accountability in project management. You feel a deep sense of responsibility for the success of your projects, adhering to deadlines, working collaboratively with other teams to complete them, and keeping key stakeholders up to date without exception.

• You are naturally curious, always seeking to understand the 'why' behind the problems you solve for your customers, and eager to bring creative ideas to the table.

• Results-oriented; you always have your next goal in mind and plan to get there.

• Extremely analytical; you leverage data in all of your strategic decision-making and problem-solving.

• At least 3 years of experience in (Scaled) Customer Success, customer service, customer enablement, or customer marketing.

• Experience building automated programs or customer marketing initiatives to drive engagement, adoption, and value outcomes in a digital-first environment.

• Experience with Gainsight, Hubspot, and Salesforce in SaaS is a huge plus.

Where You’ll Work

• We are currently only looking for candidates who reside in the Greater Toronto Area and can access our co-working space in Downtown Toronto for the occasional team get-together.

• Loopio is a remote-first workplace with a Canada HQ and established hub regions around the world where we hire from.

• Employees live and work in Canada (British Columbia and Ontario), the United Kingdom (London), and India (Gujarat, Maharashtra, Bengaluru).

• The majority of our team is based in Ontario and British Columbia, and employees work remotely within a 300km radius of Toronto (Ontario) or Vancouver (BC).

• Flexible co-working locations are available in Ontario and British Columbia. Ontario-based employees may use a co-working space in Downtown Toronto; BC-based employees may work centrally in Vancouver. Work location is flexible.

• You’ll collaborate with teams virtually across the UK, India, and North America (via Zoom and Slack) with core sync hours and focus time for heads-down work.

• Asynchronous collaboration is encouraged to support a global #OneTeam.

Why You’ll ♥ Working at Loopio

• Your manager supports your development by providing ongoing feedback and regular 1-on-1s. We use Lattice for 1:1s and performance conversations.

• Opportunity to elevate your craft with a dedicated professional mastery allowance for learning support. We encourage experimentation and innovative thinking to drive business impact.

• Health and wellness benefits starting day 1, including a range of programs to support your physical and mental well-being.

• Remote setup with a MacBook, a monthly phone and internet subsidy, and a work-from-home budget.

• A supportive culture with opportunities for connections in a remote-first environment.

• Participate in townhalls, AMA sessions, and quarterly celebrations as a unified team.

• Employee Resource Groups offer opportunities to learn and connect year-round.

• Work in an award-winning workplace with opportunities to make a big impact.

Questioning your qualifications?

We recognize that candidates may not meet every criterion but still encourage you to apply. If you’ve made a career transition, taught yourself a new role, or have additional skills to share, we want to hear more about what you could bring to the table.

AI in Recruitment

Loopio leverages artificial intelligence (AI) to enhance the recruitment process. AI assists with resume screening, drafting preliminary job descriptions, generating interview questions, transcription, and sourcing candidates. AI is not used to make final hiring decisions; hiring decisions remain with the team. We prioritize responsible AI use and bias reduction in hiring.

Equal Opportunity

Loopio is an equal opportunity employer that is committed to building equitable, diverse, and inclusive workplaces. We encourage candidates from all backgrounds to apply. If accommodations are needed during virtual interviews, please contact our Talent Experience team at [e-mail].