Manager of Customer Success

Job summary

Lead and develop the Customer Success function, mentoring team members while establishing scalable processes, playbooks, success metrics, and reporting. Manage strategic customer relationships, drive retention, adoption, and account growth, and partner with Sales, Product, and Implementation teams to improve customer outcomes.

Job details

Manager, Customer Success Location Remote, Canada Preference may be given to candidates located in Eastern or Central time zones to support customer engagement, but qualified candidates across Canada will be considered. Compensation Base Salary: CAD $100,000 to $125,000 Annual Bonus Target: CAD $25,000 Total On-Target Earnings (OTE): CAD $125,000 to $150,000 In addition, employees are eligible for a comprehensive benefits package About the Opportunity A growing SaaS organization serving the healthcare and workforce management space is seeking a Manager of Customer Success to lead and scale a critical customer-facing function. This is a unique opportunity for a customer success leader who enjoys building. Rather than inheriting a mature organization, you'll help define strategy, establish best practices, strengthen executive-level customer relationships, and create the frameworks that drive retention, adoption, and growth. While this role includes people leadership responsibilities, it is first and foremost a hands-on player-coach position. The successful candidate will directly manage strategic customer relationships while leading and mentoring a small Customer Success team. What You'll Do Customer Success Leadership Lead and develop a growing Customer Success function Coach and mentor Customer Success team members Establish scalable processes, playbooks, and best practices Define key customer health and success metrics Drive continuous improvement across the customer lifecycle Customer Retention & Growth Own customer retention and satisfaction outcomes Develop proactive account management strategies Identify opportunities for expansion and growth within existing accounts Partner closely with Sales, Product, and Implementation teams Serve as an executive escalation point when necessary Strategic Customer Engagement Build relationships with executive stakeholders and key decision-makers Lead Executive Business Reviews and Quarterly Business Reviews Drive customer adoption and value realization initiatives Develop programs that improve customer engagement and long-term success Operational Excellence Create and monitor customer health scoring frameworks Analyze retention, adoption, and engagement trends Build reporting and KPI dashboards Establish scalable customer success processes to support future growth What We're Looking For Required Experience 5+ years of Customer Success, Account Management, or related SaaS experience Experience leading or mentoring Customer Success professionals Demonstrated success managing strategic customer relationships Experience conducting executive-level business reviews Track record of improving customer retention and customer outcomes Strong communication and stakeholder management capabilities Preferred Experience Experience building or transforming Customer Success programs Workforce management, HR technology, HCM, healthcare technology, scheduling, or adjacent SaaS experience Experience developing customer health programs and retention strategies Background in a growth-stage or scaling software company Experience balancing customer retention with expansion revenue objectives Ideal Candidate Profile You may be a strong fit if you: Enjoy creating structure where it does not yet exist Want to have a meaningful influence on company growth Are comfortable leading while remaining close to customers Have executive presence and can engage senior decision-makers Prefer a fast-moving environment where your work has visible impact This role is best suited for a builder who combines strategic thinking with hands-on execution and wants the opportunity to help shape the future of a growing Customer Success organization. Why Consider This Opportunity? High-visibility leadership role Direct influence on customer strategy and company growth Opportunity to build and mature a Customer Success function Strong executive exposure Significant runway for career progression as the organization continues to scale Equal Opportunity Employer Prime Team Partners and our client are equal opportunity employers committed to building diverse and inclusive workplaces. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic in accordance with applicable federal, state, and local laws. We encourage candidates from all backgrounds and experiences to apply.

What you’ll do

Lead and develop the Customer Success function, mentoring team members while establishing scalable processes, playbooks, success metrics, and reporting. Manage strategic customer relationships, drive retention, adoption, and account growth, and partner with Sales, Product, and Implementation teams to improve customer outcomes.

Requirements

Requires 5+ years of Customer Success, Account Management, or related SaaS experience, including experience leading or mentoring Customer Success professionals and managing strategic customer relationships. Candidates should have a record of improving retention and customer outcomes, experience conducting executive-level business reviews, and strong communication and stakeholder management capabilities.

Benefits

• Comprehensive Benefits Package

Listed skills

• Stakeholder Management · Preferred
• Cross-Functional Collaboration · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Success Leadership
• Team Coaching And Mentoring
• Strategic Account Management
• Customer Retention
• Customer Satisfaction
• Customer Expansion
• Executive Stakeholder Engagement
• Executive Business Reviews
• Customer Adoption
• Customer Health Scoring
• KPI Reporting
• Customer Success Process Development
• Cross-Functional Collaboration
• Stakeholder Management
• Retention Strategy
• Value Realization

Job areas

• Management & Leadership
• Customer Service & Support
• Technology
• Sales
• Healthcare