Senior Customer Success Manager

Cloudtalk; Ottawa; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

An innovative company in the SaaS space is looking for a Senior Customer Success Manager to take ownership of a high-value portfolio and drive customer engagement. This role is ideal for a strategic, customer-focused professional who excels in a fast-paced environment. You will ensure customers maximize their use of the AI-powered business communication platform, guiding them through best practices and fostering long-term success. Join a global team and play a key role in scaling a fast-growing SaaS company, with ample opportunities for professional growth and development.

Benefits

Unlimited Paid Time Off

1-1 Coaching sessions

Leaders Academy & Learning Budget

Home office budget

MacBook for work

Recharge Fridays

Fitness Allowance

Referral bonuses

Virtual & physical team buildings

Company merchandise

Qualifications

• Customer-first mindset with a focus on customer success.
• Proven experience in Customer Success or Account Management roles.

Responsibilities

• Own the full customer journey from onboarding to renewals.
• Drive revenue expansion through upselling and advocacy.

Skills

Customer-first mindset

Data-driven & analytical

Technical aptitude

Industry knowledge in B2B SaaS

Proven experience in Customer Success

Language skills (English, Spanish)

Education

Experience in Customer Success or Account Management

Tools

Excel/Sheets

BI dashboards

Zendesk

Custify

Planhat

Velaris

HubSpot

Job description

Global SaaS Company | $28M Series B Investment
Personalized 1:1 Coaching & Sales Enablement
Toronto | Hybrid

About CloudTalk

Powered by a January 2024 $28 million Series B investment from top investors like KPN Ventures, Lead Ventures, Point 9, and HenQ, CloudTalk's AI-powered business communication platform helps 4,000+ sales and support teams make customer experience the greatest competitive advantage for driving more revenue.

CloudTalk works seamlessly for businesses of all sizes, from scale-ups like Deel and TIER to big players like Nokia, Glovo, and Rakuten. Modern businesses all around the world can lead meaningful conversations while managing calls and messages from one place.

CloudTalk is on a mission to create a unified ecosystem for sales and customer service teams' communication where every professional can engage in more productive and meaningful conversations.

The Challenge Ahead

As a Senior Customer Success Manager, you’ll take ownership of a high-value $1M+ portfolio, working with several dozen customers across diverse industries. Your mission? To drive engagement, maximize adoption, and ensure long-term customer success—leading to seamless renewals and expansion opportunities.

This role is perfect for a strategic, customer-focused professional who thrives in high-velocity B2B SaaS and has a passion for solving technical roadblocks before they arise. If you’re looking to make a tangible impact in a fast-growing AI-powered SaaS company, this is the challenge for you.

What’s in it for you?

• Be part of building the #1 AI business calling software – shape the future of business communication.
• Fast-track your growth – gain exposure to cross-functional teams with opportunities to move into Product, Marketing, and beyond.
• Join a global team – work with talented CloudTalkers across Europe, the US, and Asia, both in-person and remotely.
• Have a front-row seat in our journey to $100M ARR – play a key role in scaling a fast-growing SaaS company.

What You’ll Work On

• Own the full customer journey – from onboarding to renewals, ensuring customers extract maximum value from CloudTalk.
• Be a trusted product expert – guide clients through best practices, collaborate with Technical Consultants, and help customers leverage advanced features.
• Drive revenue expansion – proactively identify opportunities for upsells and higher-tier plan advocacy.
• Enhance customer health – monitor usage, prevent roadblocks, and improve retention through Velaris and other analytics tools.
• Close collaboration with Sales & Product – ensure seamless handoffs, share customer insights, and contribute to product innovation.

What Makes You a Great Fit

• Customer-first mindset – you thrive on making customers successful.
• Data-driven & analytical – you’re comfortable working with Excel/Sheets, BI dashboards, and customer insights.
• Technical aptitude – you enjoy learning software products inside out and can guide customers in leveraging their full potential.
• Industry knowledge – experience in B2B SaaS, business calling software, or cloud communication tools.
• Proven experience – you’ve worked in Customer Success, Onboarding, or Account Management in a SaaS company.
• Familiarity with customer tools – experience using Zendesk, Custify, Planhat, Velaris, or HubSpot is a plus.
• Language skills – native/billingual proficiency in English. Fluency in Spanish a big, big plus!

Why You’ll Love Being a CloudTalker

Growth:
1-1 Coaching sessions with our resident communications advisor
Leaders Academy & Learning and Development Budget

Flexibility:

Unlimited Paid Time Off
️ Volunteering Days
Home office budget
MacBook for work

Well-being:
Recharge Fridays once per quarter
️Fitness Allowance

Connectedness:
Referral bonuses
Virtual & physical team buildings
Company merchandise

What to Expect in Our Hiring Process

Intro Call – Meet our Talent Acquisition Team
Interview with Tomas – Head of Customer Success
Case Study Presentation – Showcase your skills
Culture Bar Raiser Call – Assess cultural fit and potential
Offer!

Ready to make an impact? Apply now and let’s shape the future of AI-powered customer communication together.

By submitting your application, you acknowledge that Cloudtalk will process your personal data based on Cloudtalk’s legitimate interest in finding the most suitable candidate and a pre-contractual relationship with you. For more information on how Cloudtalk processes your personal data, please refer to our Privacy Notice.