Manager I, Customer Success Manager
Core
Manage and develop a high-performing Customer Success team for Canada's Mid-Market segment, driving adoption, retention, and value realization for SaaS customers in physical operations.
Role type
Manager I, Customer Success (Team Lead)
Builds
Scaled Customer Success motion, onboarding sequences, adoption campaigns, and risk management playbooks for the Canada market.
Domain
SaaS / IoT / Connected Operations / Physical Infrastructure
Required skills
Team leadership and hiring, SaaS customer success management, CRM proficiency (Gainsight/Totango), data-driven process improvement, stakeholder management, performance coaching
Preferred skills
Experience with scaled low-touch onboarding programs, background in IoT or physical operations industries
Technologies
Gainsight, Totango, CS platforms, CRMs, product analytics tools
Responsibilities
Hire, onboard, and develop a high-performing team of CSMs; manage individual performance and team KPIs; own the Digital Scale journey for Canada; drive measurable customer outcomes through structured onboarding and renewal motions; standardize core processes and risk playbooks; partner with Sales, Product, and Operations on strategy and roadmap.
Seniority
Manager I, hands-on leadership