Senior Manager, Customer Success

HighlightTA; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

A global tech company is seeking a Senior Manager of Customer Success to build and lead a high-performing team. The role focuses on designing and implementing customer success systems, driving revenue, and analyzing churn for retention strategies. The ideal candidate should have experience in SaaS environments and be skilled in CRM and automation strategies. This role is crucial for scaling revenue and enhancing customer relationships.

Qualifications

• Proven builder of end-to-end Customer Success infrastructure.
• Experienced in high-touch SaaS environments with complex needs.
• Skilled in CRM implementation, automation strategy, and governance design.

Responsibilities

• Build and lead a high-performing Customer Success team.
• Design and implement customer success systems and frameworks.
• Drive revenue via renewals, upsell, and cross-sell.

Skills

Leadership

Operational design

Technical fluency

CRM implementation

Automation strategy

AI tools

Job description

About the Opportunity

We’re supporting a fast-scaling global tech company searching for a Senior Manager, Customer Success with a unique blend of leadership, operational design, and technical fluency. This role goes beyond people management—we're looking for a systems builder. Someone who has designed and implemented customer success infrastructure from scratch: CRM setup, automations, playbooks, processes, and performance frameworks.

You’ll own strategy, lead a team, and directly manage high-value accounts. Your mandate is to scale revenue and retention through repeatable, data-driven success models — not just one-on-one relationship building, but relationship-building at scale.

What You’ll Do

• Build and lead a high-performing Customer Success team.
• Design and implement CS systems: CRM, lifecycle playbooks, governance, automations, and customer health frameworks.
• Drive revenue via renewals, upsell, and cross-sell across a strategic customer portfolio.
• Deploy AI tools to surface insights, automate processes, and scale CS impact.
• Own and analyze churn to drive proactive retention strategies.
• Collaborate across Sales, Product, and Marketing to improve handoffs and enhance the customer journey.
• Establish scalable communication practices (e.g., onboarding, product updates, campaigns).

Who You Are

• Proven builder of end-to-end CS infrastructure — not just a user of existing systems.
• Experienced in high-touch SaaS environments with complex customer needs.
• Skilled in CRM implementation, automation strategy, and governance design.
• Hands-on with AI tools that support CS automation, insights, and workflows.
• Known for designing scalable processes that deepen customer relationships systematically.
• Adept at leading global teams and driving results through both strategy and execution.

How We Hire

We use AI tools to support our recruitment process, including helping us organize applications and identify early matches based on role criteria. That said, every rejection decision is made by a human. We encourage candidates to apply authentically and avoid relying solely on AI-generated responses, especially during interviews.

About Highlight TA

This confidential opportunity is presented by Highlight TA, your on-demand talent team. We make hiring easy with flexible, on-demand talent solutions. We partner with startups and scale-ups to embed talent partners, lead recruitment projects, and manage full talent functions. Our data-driven approach ensures fast hiring and access to top-tier talent, while flexible terms help you save time and reduce costs.

Connect with us and learn more:
HighlightTA on LinkedIn