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

Get Levrg

Toronto

On-site

CAD 75,000 - 100,000

Full time

14 days+

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Job summary

Get Levrg is seeking a Sr. Manager for Customer Success to lead a team focused on enhancing client experiences and operational excellence. This role involves developing success frameworks, managing daily communications, and collaborating cross-functionally. Candidates should have significant leadership experience, strong problem-solving skills, and a commitment to customer satisfaction.

Qualifications

5+ years in customer-facing roles.
2+ years leading teams.
Experience in SaaS and professional services.

Responsibilities

Lead and manage a team of 5–8 CSMs for high performance.
Establish KPIs and conduct performance reviews.
Define and improve Customer Success playbooks.

Skills

Leadership

Customer relationship management

Problem-solving

Coaching

Operational excellence

Tools

CRM tools

Analytics platforms

Campaign management software

Job description

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