Senior Manager, Customer Success The Senior Manager, Customer Success is a key leadership position responsible for developing and executing strategies to ensure customer satisfaction, retention, and growth. This role leads a team of Customer Success Managers and works cross‑functionally with Sales, Product, and Support to deliver exceptional customer experiences. The ideal candidate is a strategic thinker, an inspirational leader, and passionate about driving customer value. Responsibilities Lead and mentor a team of Customer Success Managers and Managers/Team Leads, providing coaching, guidance, and professional development opportunities. Develop and implement customer success strategies that align with company objectives and drive customer retention, expansion, and advocacy. Build strong relationships with key customers, acting as a trusted advisor and main point of escalation for complex issues. Analyze customer health metrics and feedback to proactively address risks and identify opportunities for improvement. Collaborate with Renewals, Sales, Implementation, Product, and Support teams to ensure seamless customer experiences. Work with the Renewals team and CSMs to ensure accurate Renewal and Churn forecasting. Coach CSMs to identify renewal risk as soon as possible and to create and maintain risk mitigation plans. Drive the adoption of products and services through tailored engagement plans, business reviews, and customer education initiatives. Establish and monitor performance metrics, regularly reporting on team achievements and customer outcomes to senior leadership. Champion the voice of the customer within the organization to influence product development and service enhancements. Manage escalations and resolve complex customer issues with a focus on long‑term satisfaction and partnership. Qualifications Bachelor’s degree in Business, Marketing, or a related field preferred. 7+ years of experience in Customer Success, Account Management, or related roles, with at least 3 years in a leadership capacity. Proven track record of driving customer retention and growth in a B2B or SaaS environment. Strong leadership, communication, and interpersonal skills. Analytical mindset with the ability to interpret data and translate insights into actionable strategies. Exceptional problem‑solving and conflict‑resolution skills. Experience with customer success platforms (e.g., Totango, Salesforce, Zendesk) or the ability to quickly learn. Preferred Knowledge, Skills, and Abilities Customer‑centric mindset Strategic planning and execution Team leadership and development Cross‑functional collaboration Data‑driven decision making Excellent written and verbal communication Prior experience with public sector and not‑for‑profit customers preferred Location This position will be hybrid with 3 days per week in our Oakville, ON office. Compensation $132,000 - $165,000. The offer will depend on your background, strengths, and how you’ll contribute to the work ahead. #J-18808-Ljbffr