Customer Success Manager
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Job Description
Customer Success Manager owning adoption, renewals, and expansion for Teamwork.com’s professional-services automation platform. Managing agency customers through data-backed outcomes and commercial retention strategies.
Responsibilities:
- Own a named book of professional-services customers throughout their Teamwork.com lifecycle
- Drive adoption, value realization, renewals, and expansion identification
- Serve as the primary customer contact and manage customer health, renewal readiness, and risk identification
- Run onboarding from start to finish with Professional Services, including data migration and technical setup
- Lead strategic Executive Business Reviews demonstrating ROI and utilization data
- Partner with Account Executives and Renewals managers to identify growth signals, mitigate churn, and unlock expansion revenue
- Map agency business processes to resource management, budgeting, and time-tracking capabilities
- Capture and communicate customer feedback, feature requests, and operational friction to Product and Engineering
- Contribute to customer success playbooks, health-scoring models, and retention strategies
- Maintain accurate customer notes, health signals, renewal context, forecasts, and next steps
- Lead commercial renewal conversations, negotiate terms, and carry the renewal number
Requirements:
- 3–5 years of experience as a dedicated Customer Success Manager or Account Manager managing a B2B SaaS portfolio (Mid-Market or Enterprise tier preferred)
- Must be based in Ontario
- Must have the legal right to work in Canada
- Understanding of billable hours, project margins, and utilization rates
- Exceptional ability to build trust quickly, navigate complex account politics, and lead value-driven presentations
- Comfortable using customer health metrics, CRM tools (HubSpot/Salesforce), and CS platforms to build data-backed retention strategies
- Proactive, action-oriented mindset in a fast-paced environment
- Comfortable using AI in daily workflow and applying judgment to AI output
- Ability to lead renewals commercially, negotiate terms, and manage retention outcomes
Benefits:
- Employee Share Options (ESOP)
- Competitive salary & OTE (as applicable)
- Up to 30 days vacation from day 1
- Pension (401K), Dental and Health Insurance benefit
- Give Back and Mentoring program
- Wellbeing programs
- Educational resources and generous allowance to support development
- Inclusive policies - maternity, paternity & parent leave
- Flexible working
- Recognition programs
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