Sr. Manager, Customer Success I Remote (Canada Based)

Get Levrg; Toronto; Remote; CAD 100,000; Full time

Job summary

A fast-growing sales and marketing agency in Toronto is looking for a Sr. Manager, Customer Success to lead their CSM team and enhance client experience. You will be responsible for coaching your team, maintaining customer relationships, and driving operational excellence. The ideal candidate has at least 5 years of experience in customer-facing roles and strong leadership skills. Compensation includes a base salary up to $75,000 CAD annually with performance-based bonuses.

Benefits

Performance-based bonuses

Flexible remote work

Qualifications

• 5+ years in customer-facing roles, including 2 years leading teams.
• Proven experience in professional services or SaaS.
• Strong problem-solving skills and ownership mindset.

Responsibilities

• Lead and manage a team of 5–8 CSMs.
• Establish team KPIs and conduct performance reviews.
• Ensure proactive communication with all customer accounts.

Skills

Customer relationship management

Team leadership

Problem-solving

Communication

Tools

CRM tools

Analytics platforms

Job description

Sr. Manager, Customer Success I Remote (Canada Based)

Sr. Manager, Customer Success I Remote (Canada Based)

Direct message the job poster from Get Levrg

Building teams, empowering talent, and streamlining operations | MBA '25

Company Overview

Get Levrg Inc. is a fast-growing, Canadian-incorporated sales and marketing agency built to eliminate low-value tasks so our customers can focus on high-impact growth. With a 100% recurring revenue model, we partner with small and medium-sized businesses (1–500 employees) across North America—primarily in SaaS and professional services—by serving as a true extension of their sales and marketing teams. Our delivery engine is powered by a high-performing team based in Dhaka, Bangladesh.

Position Summary

As Sr. Manager, Customer Success , you will lead our CSM team and own the client experience. Your mission, in partnership with the Account Management team, is to ensure day-to-day customer communication and delivery processes are turned into effective habits. You will develop success frameworks, coach your team, work cross-functionally with Sales, Account Management and Service Delivery, and act as a senior escalation point for daily customer communication. This role requires strong leadership, client empathy, and an ability to drive operational excellence.

Key Responsibilities

Team Leadership & Development

• Lead and manage a team of 5–8 CSMs, ensuring high team performance and engagement.
• Establish team KPIs and conduct regular performance reviews.
• Provide coaching, support, and professional development opportunities.
• Foster a high-performance, customer-first team culture.

Customer Relationship Management

Serve as executive sponsor for the Customer Success Manager (CSM) team.

Support CSMs in managing daily customer communications, escalations, requests.

Supporting CSMs in triangulating with Service Delivery to ensure customer requirements are fulfilled “on-time, on-budget”.

Ensure proactive communication and relationship-building with all customer accounts, on a daily basis.

Maintain a deep understanding of clients’ business goals, guiding teams to align deliverables accordingly.

Operational Excellence

Define and continuously improve Customer Success playbooks, processes, and QA standards.

Partner with Project Managers to streamline execution and delivery timelines.

Monitor team workload allocation, resource utilization, and process adherence.

Cross-Functional Collaboration

Collaborate with Sales to ensure smooth handoffs and expansion opportunities.

Partner with Marketing to align messaging, feedback loops, and campaign execution.

Lead regular syncs with leadership on client health, retention risks, and growth opportunities.

Reporting & Strategy

Report on communication workflows, customer requests, escalations, and work in partnership with Account Management KPIs (CSAT, retention, up-sell / cross-sell).

Leverage insights from campaign data to improve client strategies and drive ROI.

Identify patterns and propose solutions to reduce churn and expand client value.

Requirements

5+ years in customer-facing roles, including at least 2 years leading teams.

Proven experience in professional services, service delivery or SaaS (GTM, digital marketing, marketing operations, revenue operations).

Working knowledge of GTM tools and workflows - CRM tools, analytics platforms, and campaign management software.

Strong problem-solving skills, with an ownership mindset and a passion for coaching .

Results-driven and entrepreneurial in approach.

Ability to work remotely with occasional in-person meetings in Toronto.

Compensation

Base Salary : Up to 75,000 CAD annually (base) + OTE

Incentives : Performance-based bonuses

OTE : $100,000 CAD annually

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Industries

Outsourcing and Offshoring Consulting

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