Customer Success Manager
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Job Description
Customer Success Team Lead overseeing the Customer Success team at SalesCloser.ai. Collaborating with teams to ensure customer success and drive operational performance.
Responsibilities:
- Own onboarding, handoffs, and lifecycle playbooks from close to renewal
- Define customer engagement models by segment (SMB / Mid-Market / Enterprise)
- Ensure clear ownership and accountability at every stage of the lifecycle
- Define and own KPIs across all CS functions (adoption, health, churn, NRR, renewals)
- Establish weekly and monthly operating cadence and performance reviews
- Drive forecasting accuracy for renewals and expansion
- Hire, onboard, and scale critical CS roles as the business grows
- Coach and performance-manage CSMs, Support, and Solution Engineering
- Build a high-accountability, customer-first culture
- Own churn prevention strategy and early risk identification
- Ensure every at-risk account has a documented mitigation plan
- Partner with Sales on expansion readiness, timing, and qualification
- Support renewals and expansions with clear value articulation
- Partner closely with VP Sales on retention modelling, forecasting, and GTM alignment
- Align CS with Product to close feedback loops
- Act as the voice of the customer internally
- Own CS tooling and data hygiene (CRM, health scoring, reporting)
- Ensure consistent documentation, notes, and account plans
- Drive operational discipline and eliminate reactive fire drills
- Other duties as assigned.
Requirements:
- 5+ years leading Customer Success, Account Management, or Post-Sales teams
- Experience managing multi-function CS organisations (CSMs, Support, SEs)
- Proven track record of improving retention and NRR
- Strong operational and KPI-driven leader
- Hands-on, customer-facing leadership style
- Experience partnering closely with Sales and RevOps
- A degree or diploma that contributes to the organisation is considered an asset.
- Strong recruitment, training, leadership, and negotiation skills.
- Must be detail-oriented and creative and have a passion for helping partners and Team Members achieve their goals.
- Ability to analyse data and information to make key decisions that lead to continuous wins
- As part of a diverse team, the ability to work both independently and collaboratively.
- Must be technical, analytical, results-driven and have the ability to multitask in a fast-paced environment.
- Organised, administratively strong, and have solid writing, phone, and general communication skills.
- Fluent in English (spoken and written). Knowledge of a second language is considered an asset.
Benefits:
- Exciting and dynamic environment with a great leadership team
- Comprehensive training program and regular performance reviews to facilitate your success
- Competitive compensation based on experience and proven abilities
- Great referral programs with incentives and bonuses
- Unbelievable product discounts when you use our products for your own business
- A global workforce of multi-cultural and talented colleagues
- A close-knit operation with amazing growth opportunities for your personal development
- Corporate headquarters in beautiful Vancouver, British Columbia, Canada
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