Strategic Customer Success Lead — Enterprise Growth

Bulletproof; Halifax; On-site; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental, Vision

RRSP match

Competitive pay

Education opportunities

Career growth

Volunteer time

Annual bonuses

Job summary

Bulletproof is seeking a Customer Success Account Manager to own strategic relationships across a portfolio of customers in North America. You’ll align business goals with service delivery, drive retention, satisfaction, and growth, and coordinate with Delivery, Security, Engineering, and Sales teams.

Ideal candidates bring 3–5 years in customer success or account management within MSP/MSSP or enterprise tech, with strong communication and data-driven storytelling to demonstrate ROI and value

Qualifications

• 3-5 years in Customer Success, Account Management, or Program Management within an MSP, MSSP, or enterprise technology environment.
• Proven ability to manage mid-to-large accounts with complex service needs and multiple stakeholders.
• Strong communication, presentation, and consultative skills; translate technical performance into business value.
• Analytical and data-driven; build value stories showing ROI and business impact.
• Success in retention and growth initiatives (renewals, cross-sell, upsell).
• Excellent organizational skills; manage multiple engagements simultaneously.

Responsibilities

• Strategic Relationship Ownership: primary relationship manager with trusted advisor role.
• Account Planning & Growth: identify priorities, risks, and opportunities for service optimization.
• Value Realization: link service outcomes to business goals; lead business reviews.
• Service Orchestration: coordinate across internal teams to ensure SLA adherence.
• Renewals & Growth: manage renewal timelines; participate in upsell or cross-sell conversations.
• Health & Risk Management: monitor satisfaction, usage, and performance; address risks.
• Customer Advocacy: relay feedback to improve service and product alignment.
• Strategy & Activity Documentation: maintain notes and renewal activities in CRM.

Skills

Customer Success

Account Management

MSP/MSSP experience

Consultative skills

Business value storytelling

Stakeholder management

Tools

Salesforce

Job description

Bulletproof is seeking a Customer Success Account Manager to own strategic relationships across a portfolio of customers in North America. You’ll align business goals with service delivery, drive retention, satisfaction, and growth, and coordinate with Delivery, Security, Engineering, and Sales teams.

Ideal candidates bring 3–5 years in customer success or account management within MSP/MSSP or enterprise tech, with strong communication and data-driven storytelling to demonstrate ROI and value