Senior Customer Success Manager

Hirebridge; Canada; Remote; CAD 80,000 - 120,000; Full time

Job summary

As a Senior Customer Success Manager at a leading Employee Experience platform, you will manage customer relationships, ensuring renewal and upsell targets are met while driving strategic initiatives. This role requires a proactive approach to enhance operational efficiency and mentor other team members, all while engaging with diverse client needs and fostering a culture of appreciation.

Benefits

Health, Dental, and Vision Insurance

Open vacation policy

Flexible WFH policy

401k & RRSP programs

Mental Health benefits

Generous Parental Leave

EAP

Qualifications

• 4+ years in Customer Success or related fields.
• Experience managing revenue targets and pipelines in a B2B SaaS context.
• Proficient in customer data analysis and relationship building.

Responsibilities

• Lead revenue strategy for a portfolio of accounts, focusing on renewals and upselling.
• Execute multi-year customer success strategies and coach junior CSMs.
• Drive continuous improvement and foster executive relationships.

Skills

Customer Success

Strategic Account Management

Revenue Strategy

Communication

Data Analysis

Education

Bachelor’s Degree

Job description

WorkTango is an award-winning Employee Experience platform that helps leaders and organizations improve employee engagement, increase retention, and boost performance while reducing costs with Employee Surveys and Recognition & Rewards software.

WorkTango’s holistic platform offers two distinct, but complementary solutions.

Surveys & Insights makes it easy for organizations to measure engagement and ensure every employee feels heard through unlimited surveys across the entire employee lifecycle. Leaders gain insight into employee sentiment through robust dashboards and insights, and are empowered to drive meaningful change with recommended action plans.

Recognition & Rewards enables organizations to scale and automate manual recognition & rewards practices, track and control costs, and create a continuous culture of appreciation through company-wide recognition.

WorkTango is built for the workplace we all want to be a part of – where teams accomplish great things, achievements are celebrated, and employees have a voice.

Please Note: We are not currently considering applicants in CA, MT, VT, and Puerto Rico for this position.

Overview of the role:

As a Senior Customer Success Manager (Sr. CSM), you'll be at the forefront of our customer relationships, driving end-to-end revenue strategy for a complex portfolio of accounts. You'll be fully accountable for all renewal and expansion outcomes, independently managing commercial negotiations and fostering executive alignment. This role demands a proactive and strategic individual who can deliver a differentiated, white-glove engagement experience by blending human and digital strategies to meet diverse customer needs. You'll also play a key role in optimizing internal operations, coaching peers, and shaping the future of customer success.

The awesome stuff you’ll do in this role:

Lead and own the revenue strategy for a sophisticated portfolio of accounts, with full accountability for renewal, upsell, and cross-sell performance.

Master commercial negotiations, executive alignment, and pipeline management to consistently exceed revenue targets.

Craft and execute multi-year customer success strategies, anticipating business shifts and championing innovation opportunities.

Become a product expert, providing strategic consultation on advanced functionalities, integrations, and our product roadmap.

Drive continuous improvement in operational efficiency and tech stack utilization across the Customer Success team.

Act as a coach and mentor to peers and junior CSMs, elevating team capabilities and influencing best practices.

Lead strategic business reviews with executive stakeholders, tailoring engagement plans to customer maturity and business priorities.

Leverage data and predictive insights to maintain strong account health, identify at-risk customers, and drive positive outcomes.

Oversee support delegation to the Customer Success Specialist, ensuring timely and coordinated responses for high-value accounts.

Champion cross-functional collaboration, providing strategic feedback to improve both our segments and overall Customer Success.

What you’ll need to be successful in this role:

4+ years of experience in Customer Success, Strategic Account Management, or similar roles with full revenue responsibility in a B2B SaaS environment.

Demonstrated success in owning and delivering against complex revenue targets, including forecasting, pipeline management, and executive-level deal strategy.

Deep knowledge of advanced product functionality, integrations, and roadmap awareness; able to consult on strategic use of the platform.

Skilled at developing multi-year success strategies, influencing customer innovation, and analyzing trends to anticipate risk and capitalize on opportunities.

Proven ability to lead improvements in operational efficiency and tech stack utilization across a team.

A natural mentor who can uplift team capability and influence best practices across the organization.

Proficient in analyzing customer data, tracking key metrics, and identifying trends to impact customer success and generate actionable insights.

Exceptional communication skills with the ability to lead cross-functional initiatives and foster strong relationships with key customers and internal stakeholders.

Bachelor’s Degree is preferred

If you’ve reached this point in the job description and feel you’re still not sure if you should apply… Just do it! You may not have 100% of all those bullets listed above - and that's okay! We know there are no perfect applicants. If you’re feeling like you’re not going to fit in with our teams - that’s not okay. One of our company values is “Work Together, Tango Together” - we believe in a diverse experience that allows us to build off the momentum of each other, so however you identity and whatever background you bring with you, we strongly encourage you to submit your application if this is a role you can be passionate about doing every day!

When you work at WorkTango, we provide competitive benefits to make your life better both in and out of the office, which include: Health, Dental, and Vision Insurance; Open vacation policy; Flexible WFH policy; 2 weeks of all-company closure; 401k & RRSP programs; Mental Health benefits; Financial Wellness benefits; Generous Parental Leave; EAP & more!

At WorkTango, diversity and inclusion are fundamental to how we grow and operate our business. We’re building a diverse workforce that cultivates and supports all individuals. We believe a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices. WorkTango commits to promote and recognize principles of fairness, equity, and social justice in relation to, and across, intersections of race, age, color, disability, faith, religion, ancestry, national origin, citizenship, sex, sexual orientation, social class, economic class, ethnicity, gender identity, gender expression, and all other identities represented among our diverse membership.