Client Success Manager jobs in Canada

Department: Customer Success

Location: Remote (Canada)

Compensation: $112,594 - $143,050 / year

• Lead a team dedicated to ensuring our customers’ success, helping them achieve their goals while driving customer success and retention.
• Be at the forefront of scaling a high-performing team, fostering growth, and retaining top talent.
• Develop and refine processes and best practices to deliver consistent, scalable outcomes for our partners.
• Collaborate with internal teams like Sales, Product, and Marketing to ensure seamless transitions and strong customer relationships.
• Build meaningful, long-term relationships with enterprise-level clients, acting as a trusted advisor and key escalation point.

• Develop and execute on a hiring plan for the Customer Success team, including role criteria and an interview process to assess candidate performance and role aptitude.
• Outline criteria for candidate selection, focusing on skills and qualities essential for building a high-performing team, while implementing strategies to attract top talent.

• Lead and optimize the Customer Success team, focusing on improving processes, delegating tasks effectively, and driving high team performance through structured coaching and performance management.
• Establish a framework for monitoring and improving team performance, ensuring accountability, and fostering a culture of continuous learning.
• Define and track KPIs and OKRs to measure team success, aligning team goals with broader business objectives.

• Develop and implement strategies to manage customer expectations post-implementation, ensuring transparency and alignment on service outcomes and ongoing deliverables.
• Act as an escalation point for high-priority customer concerns, resolving issues promptly and maintaining a customer-first mindset to foster loyalty and trust.

• Design and implement scalable processes, playbooks, and templates to streamline customer success workflows, ensuring consistent and efficient delivery..
• Identify tools and automation opportunities to enhance team operations and improve customer outcomes.

• Partner with the Sales and Implementation teams to ensure seamless handoffs from project launch to ongoing customer success management.
• Develop and execute strategies to help the Growth team meet revenue targets, balancing the need to acuire new logos without overcommitting resources or deliverables.
• Provide insights and feedback from Customer Success to guide product improvements and better align services with customer needs.

• Travel as needed - up to 35% of the time - to maintain strong relationships with key clients, support customer success initiatives, and ensure alignment on strategic priorities.
• Coordinate travel for team members to meet with clients or attend critical meetings, ensuring high-impact customer engagements.
  
  

• The disposition to thrive in a dynamic, fast-paced environment where urgency and action drive success.
• Extensive experience managing enterprise customer accounts
• 2+ years of leading a customer success team in a SaaS environment.
• Proven ability to navigate complex customer environments and meet tight deadlines.
• Exceptional communication, conflict resolution, and stakeholder management skills.
• Strong planning and organizational abilities, with a focus on continuous improvement and business alignment.
• A customer-focused mindset with a track record of driving exceptional outcomes and long-term satisfaction.
  
  

• Experience in a high-growth startup environment, demonstrating agility and resilience.
• A proven ability to attract, hire, and retain top talent while scaling teams effectively.