Senior Customer Success Manager

The Senior Customer Success Manager will manage key customer accounts, drive product adoption, and support long-term retention. This role involves building strong relationships, ensuring customer satisfaction, and identifying growth opportunities. The ideal candidate understands mid-market or enterprise client needs and excels at scaling adoption and revenue.

Responsibilities

• Serve as the primary point of contact for mid-market accounts, conducting regular check-ins, gathering feedback, and advocating for customer needs in internal initiatives.
• Educate customers on best practices and new features, monitoring engagement and providing recommendations to maximize product value.
• Deliver customized training sessions and proactively address customer inquiries, escalating complex issues as needed.
• Maintain portfolio health by tracking satisfaction scores, monitoring usage trends, and following up on concerns.
• Identify upsell and renewal opportunities, managing the renewal process and tailoring proposals to client needs.
• Track and report on customer performance, leveraging tools like Salesforce, Zendesk, and ChurnZero to provide insights and updates to leadership.

Qualifications

• 2–3 years of experience in Customer Success, Account Management, or a similar role, preferably with mid-market or enterprise clients.
• Experience managing multiple projects; PM certification is a plus.
• Strong presentation and public speaking skills for training delivery.
• Proficiency with Salesforce, Zendesk, and ChurnZero.
• Ability to explain technical solutions, analyze data, and create reports.
• Experience managing a sales pipeline and meeting revenue goals.
• Excellent problem-solving, communication, and relationship management skills.

Other Information:

• Compensation: $85,000-$100,000 CAD
• Location: Remote
• Benefits: 401k matching, medical, dental and vision healthcare coverage, unlimited PTO, paid holidays, volunteer time off, paid parental leave, etc.