Job Title: Manager, Customer Success
Location: Toronto / New York / Remote
Experience Required: Minimum 5 years of customer success or account management experience, with 2+ years in a leadership role
About NetNow
NetNow is a fast-growing credit management platform helping suppliers modernize how they onboard, assess, and approve new customers. We eliminate paper credit applications, automate trade references, and deliver better data from banks and bureaus — all in one platform. We’re looking for a Manager of Customer Success to lead our post-sales efforts, ensuring clients achieve their goals and stay deeply engaged with the platform.
What You’ll Do
Manage and grow the Customer Success team
Define and drive customer onboarding, engagement, and retention strategies
Serve as the escalation point for high-value accounts
Establish clear KPIs and reporting for account health and renewals
Collaborate with product and sales to close feedback loops and surface new opportunities
Create and scale customer education and training resources
What We’re Looking For
5+ years of experience in customer success, account management, or client services
2+ years managing or mentoring a customer-facing team
Track record of driving retention and expansion in B2B SaaS
Strong communication and client relationship skills
Experience with onboarding enterprise customers
Process-oriented and data-driven
Bonus Points If You Have
Experience with Net Promoter Score and customer lifecycle metrics
Familiarity with CRM and CSM tools like HubSpot or Gainsight
Background in fintech, credit, or financial SaaS
What You’ll Get
Leadership role in a growing team
Direct influence on customer experience and product roadmap
Opportunity to shape processes and playbooks from the ground up
Competitive salary and customer success incentives
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