Senior Manager, Customer Success
AgencyAnalytics
Full-time
On-site
Toronto Ontario CA
$100,200 - $150,300 CAD yearly
Operations & HR
Senior Manager, Customer Success
Department: Customer Success
Employment Type: Permanent
Location: Remote Canada
Reporting To: Josh Cunneyworth
Compensation: $100,200 - $150,300 / year
Description
We're seeking a Senior Manager for our Customer Success Department, to help lead a highly motivated team of Customer Success Managers. You'll join a supportive, tight-knit, and highly committed team that is passionate about helping customers reach their business goals, and passionate about growing our product. You'll also be joining a company that holds the success of our customers at its core.
The success of our company is directly tied to the success of our customers, and our Customer Success team plays an essential role in helping them thrive. To support our vast and diverse user base, we're specifically looking for a team leader who is adept at navigating both high-touch accounts and comprehensive digital engagement strategies.
Reporting to the Director of Customer Success, you'll be in a position to have a big impact, taking ownership of a large user base and having direct accountability for managing and expanding MRR with your team. You'll achieve this by fostering a culture of achievement and innovation, where you apply a people-centric coaching style to amplify team strengths and overcome challenges.
What You'll Do
- You’ll oversee a team of Customer Success Managers, championing a culture of high performance, continuous learning, skill building, and staying up to date on industry trends
- You’ll drive initiatives to meet MRR targets with your team, via effective retention and expansion strategies
- You’ll regularly review your team’s customer interactions, account management strategies, and performance to ensure alignment with best practices and departmental/company goals
- You’ll identify opportunities for innovation within the department, enhancing tools, processes, and strategies to improve the customer experience and operational efficiency
- You’ll recommend and implement strategies for high-touch interactions (with key accounts) and scalable digital/mixed engagements (for our broader user base)
- You’ll collaborate across departments to ensure a unified and cohesive approach to customer success, aligning cross-functional initiatives to enhance the overall customer experience
- You’ll support team members in handling escalations, renewals, and expansion opportunities, ensuring consistency and professionalism in all customer interactions
What You'll Bring
- You have 3+ years’ experience in a leadership role; managing Customer Success or client-facing teams, preferably for a SaaS company
- You have experience with revenue activities, including leveraging customer-facing teams to achieve retention and expansion targets
- You’ve scaled and optimized processes, including designing and executing Customer Success strategies focused on retention, expansion, product adoption, and customer experience
- You’re data-driven and leverage it to understand customer segments, validate assumptions, inform decisions, and impact revenue
- You’ve successfully driven outcomes via both digital touch and high-touch customer engagements
- You've utilized a CRM to manage customer relationships, track engagement, and monitor performance. Hubspot is highly preferred
- Familiarity with SEO, digital marketing, or common digital marketing channels (Google Analytics, Google/Facebook Ads, email marketing, etc.) is highly desirable
Compensation
Our base salary for this role ranges from $100,200 to $150,300 CAD. Compensation is determined by factors such as market salary data within Canada, technical skills, previous work history, and internal pay equity. Many positions also include additional variable compensation, which our Talent Acquisition team will discuss with you during the interview process.