Job Description

Job Overview:

As Manager of Customer Success, you will be responsible for the strategy, execution, and continuous improvement of our customers' experience. This role oversees the full customer lifecycle post-sale, driving retention, satisfaction, and expansion. You will work cross-functionally with Project Delivery Team, Managed Services, & Sales to ensure alignment and consistent service delivery across all customer touchpoints. In addition to leadership responsibilities, you will play a key role in the technical enablement of the Customer Success function. This includes overseeing the implementation and optimization of customer success platforms (e.g., CRM, CS tools), leveraging data analytics to monitor customer health and engagement, and collaborating with product and engineering teams to ensure customer feedback informs product development. Your ability to translate customer needs into actionable insights and scalable processes will be critical to success.

Key Responsibilities:

Own the customer success function, including team leadership, process design, and KPI tracking. Develop and execute customer engagement strategies across onboarding, adoption, retention, and renewal. Collaborate with internal teams to resolve escalations and implement improvements in our service delivery. Lead, manage, and develop the existing Customer Success team to ensure consistent performance, accountability, and professional development. Own regular customer account reviews and customer health checks to proactively manage risk and surface expansion opportunities. Partner with the Sales department to support renewals and upsell opportunities, ensuring a smooth process for all customers. Create & manage operational metrics and reports to track NPS, CSAT, customer retention, and customer churn. Build standardized playbooks, success plans, and customer lifecycle processes that can scale. Report on customer trends, risks, and opportunities to leadership with clear, data-backed & driven insights.

Qualifications:

Bachelor's degree and/or college diploma in business or a related field, or an appropriate combination of education and working experience. 5 to 10 years' working experience in a Technical Customer Success (inside sales) leadership role. Excellent business acumen and communication ability. Proven experience leading customer success initiatives, solution-based sales techniques, and leveraging customer success best practices. Ability to collaboratively develop strategies, translate them into initiatives, and track successful delivery of said initiatives.
Job Types: Full-time, Permanent

Pay: $80,000.00-$90,000.00 per year

Benefits:

Company car Company pension Dental care Disability insurance Employee assistance program Extended health care Life insurance Mileage reimbursement On-site parking Paid time off RRSP match Vision care
Schedule:

Day shift Monday to Friday
Experience:

Technical Sales: 5 years (required)
Location:

Calgary, AB T2H 2L9 (preferred)
Work Location: In person