Scaled Customer Success Manager

Accountabilities:

In this role, you will help design and optimize digital customer success initiatives that encourage product adoption, strengthen engagement, and deliver measurable value across a large customer portfolio.

• Engage with customers to gather feedback, understand their needs, and provide guidance on product adoption.

• Develop standardized yet personalized customer communications triggered by timing, customer actions, or value-driven milestones to improve engagement and reduce churn.

• Collaborate with Customer Experience leaders, Product, and cross-functional teams to create effective digital communications and improve the overall customer journey.

• Monitor customer health, product usage, engagement trends, and key performance metrics to identify opportunities and anticipate customer behavior.

• Use customer health scores and product analytics to recommend targeted engagement strategies that improve adoption and customer outcomes.

• Partner with Adoption Services, Renewals, and Education teams to continuously refine the digital customer success journey.

• Work with Customer Enablement Managers to ensure a smooth transition from onboarding into ongoing customer engagement and nurturing.

• Use customer success tools such as Gainsight to build effective success plays, email templates, and meeting frameworks that streamline customer interactions.

• Deliver value-added services, including webinars, in-app guides, and other digital resources, to help customers achieve their goals and maximize return on investment.

• Contribute to customer retention, renewals, and account growth by delivering meaningful, scalable customer experiences.

Requirements:

The ideal candidate combines strong communication and relationship-building skills with analytical thinking, organization, and the ability to manage a large volume of customer engagements effectively.

• At least one year of experience in Customer Success, customer service, or customer marketing.

• Excellent written and verbal communication skills, with the ability to engage customers clearly and effectively.

• A naturally curious, customer-focused mindset and a desire to understand the underlying challenges customers are trying to solve.

• Strong organizational and project management skills, including the ability to manage competing priorities, meet deadlines, and keep stakeholders informed.

• Demonstrated ability to manage a high-volume book of business and maintain effective customer engagement at scale.

• Excellent relationship-building skills, with the ability to develop meaningful partnerships with customers and internal teams.

• Strong analytical skills and confidence using data to identify trends, evaluate customer engagement, and recommend appropriate strategies.

• Experience working with SaaS products is a strong advantage.

• A proactive, adaptable approach to problem-solving, continuous improvement, and cross-functional collaboration.

Benefits:

• Competitive compensation: Base salary ranging from CA$70,000 to CA$85,000 annually, depending on skills, experience, and role mastery.

• Additional rewards: Eligibility for a performance-based bonus and equity.

• Remote-first flexibility: Work remotely from eligible locations in British Columbia or Ontario, generally within a 300 km radius of Vancouver or Toronto.

• Flexible workspaces: Access to coworking options in downtown Toronto or central Vancouver.

• Health and wellness: Comprehensive health and wellness benefits available from your first day, supporting physical and mental well-being.

• Remote work support: A MacBook, monthly phone and internet subsidy, and a work-from-home budget to help establish your home office.

• Professional development: A dedicated professional mastery allowance, ongoing learning opportunities, regular one-on-one meetings, and continuous performance feedback.

• AI-enabled productivity: Access to Claude to experiment with AI, automate routine tasks, and develop tools that improve day-to-day work.

• Collaborative culture: Opportunities to connect with colleagues through company-wide town halls, Ask-Me-Anything sessions, celebrations, and remote team activities.

• Employee Resource Groups: Four groups offering opportunities for connection, learning, and engagement throughout the year.

• Inclusive workplace: A commitment to diversity, equity, inclusion, accessibility, and equal employment opportunities.

• Global collaboration: Work asynchronously with colleagues across North America, the UK, and India, with dedicated time for team coordination and focused work.