Sr Customer Success Manager

Copado; Quinte West; On-site; CAD 110,000 - 150,000; Full time

Benefits offered by this job

Performance-based bonuses

Health, dental, and vision insurance

401(k) Plan

Paid Time Off

Wellness Perks

Job summary

Copado is seeking a Sr Customer Success Manager to own a portfolio of strategic enterprise accounts in Canada. You will drive adoption, deliver measurable business outcomes, and act as a trusted advisor to customer executives and a revenue partner to Sales.

You’ll lead executive-level reviews, build Success Plans, monitor health and renewal risk, and collaborate with Product and Technical teams to maximize value and retention across your portfolio.

Qualifications

• 7+ years in customer-facing enterprise SaaS roles.
• Experience in Salesforce ecosystem, DevOps, or enterprise software.

Responsibilities

• Build and execute Success Plans tied to customers’ business goals with milestones.
• Lead onsite and virtual executive reviews with ROI and roadmap.
• Monitor adoption and account health, address risks early.
• Partner with Sales to identify upsell/cross-sell opportunities and drive NRR.
• Align renewal timelines with Sales to ensure value is demonstrated.
• Engage Product and Technical teams to build business cases for partnerships.
• Represent customer voice to Product with evidence and context.
• Travel regularly to client sites for reviews and relationship building.

Skills

Enterprise SaaS experience

Salesforce ecosystem

Expansion & retention

Business acumen

Communication & stakeholder mgmt

Job description

About the Role

Copado helps enterprises deliver Salesforce and cloud applications faster and with less risk. As a Sr Customer Success Manager, you own a portfolio of strategic enterprise accounts, drive adoption and measurable business outcomes, and act as a trusted advisor to customer executives and a revenue partner to Sales.

What You’ll Do

• Build and execute Success Plans tied to each customer’s business goals, with clear milestones and measurable value
• Lead onsite and virtual CBRs with C-suite and senior leadership, presenting progress, ROI, and roadmap
• Monitor adoption and account health, and address risk early
• Partner with Account Executives to identify, qualify, and close upsell and cross-sell opportunities, and contribute to Net Revenue Retention (NRR) across your portfolio
• Stay informed on renewal timelines and risks, and align with Sales so renewals are supported by demonstrated value
• Know when to engage Technical Account Managers and Product, and build a business case (customer impact, revenue at stake, strategic fit) for how to partner
• Represent the customer’s voice to the Product team with clear evidence and context
• Travel regularly to customer sites for CBRs, executive meetings, and relationship building

What We’re Looking For

• 7+ years in Customer Success, Account Management, or a similar customer-facing role in enterprise SaaS
• Industry experience in the Salesforce ecosystem, DevOps, or enterprise software delivery, with the credibility to engage customer technical and business leaders
• Track record of driving expansion and retention outcomes alongside Sales
• Strong business acumen, including the ability to build and present a business case
• Excellent communication, stakeholder management, and influencing skills

Measures of Success

• NRR and gross retention across your portfolio
• Expansion pipeline sourced and closed jointly with Sales
• Active Success Plans with milestones met and value realized on every strategic account
• Executive sponsors engaged and CBRs delivered on cadence with C-suite and senior leadership
• Product adoption and account health scores improve over time
• Faster time to value for new and expanding customers
• At-risk accounts identified early, with a clear mitigation plan and fewer surprises at renewal
• Customer satisfaction and advocacy (CSAT/NPS, references, case studies)

Benefits

Copado offers a comprehensive benefits package, which includes:

• Competitive salary and performance-based bonuses
• Comprehensive health, dental, and vision insurance
• 401(k) Plan
• Paid Time Off
• Wellness Perks

Copado is Equal Employment Opportunity and Aff…

Compensation for this role will vary based on several factors, including the candidate’s qualifications, skills, competencies, and experience. Pay ranges are not necessarily representative of starting salaries for all locations. In addition to our outstanding benefits package, eligible full-time employees may also qualify for Copado’s equity program.

Copado’s pay ranges reflect On Target Earnings (OTE), which encompasses base salary, bonuses, and/or commissions for meeting 100% of set targets.