Manager I, Customer Success Manager

About This Opportunity

Our talent team is representing a confidential IoT platform organization in their search for a Manager I, Customer Success Manager based in Canada. This is a remote position for candidates residing in Canada.

In this role, you will lead a high-performing Customer Success team focused on the Commercial and Mid-Market segment. You'll own the digital-scale customer journey, ensuring clients successfully implement and adopt the platform while continuously gaining business value through a combination of digital communications, self-service resources, and strategic customer engagement.

Responsibilities

• Hire, onboard, and develop a team of Customer Success Managers covering the Canada Commercial and Mid-Market segments
• Set clear expectations, goals, and KPIs including net revenue retention, adoption rates, health scores, business review completion, and risk management
• Run structured one-on-ones, pipeline reviews, and risk reviews while delivering consistent coaching and developmental feedback
• Own and continuously improve the digital-scale customer journey for Canada, defining and executing digital plays for onboarding, adoption, renewals, and health-score triggers
• Ensure the team drives measurable value through structured onboarding, adoption, expansion, and renewal motions
• Oversee book-of-business risk management with early identification, clear ownership, and documented action plans for at-risk accounts
• Translate company and CS strategy into a clear operating model for the segment, defining cadence, plays, and standards for both low-touch and digital motions
• Use data and tooling (CS platform, CRM, product analytics) to monitor performance, surface insights, and guide team decisions
• Partner with Sales, Renewals, Services, and Support leaders as the primary CS point of contact for the segment
• Provide structured feedback to Product and Operations on recurring customer themes, friction points, and feature gaps
• Foster an environment of psychological safety, accountability, and continuous improvement

What We're Looking For

• 2+ years of experience managing a team
• Experience implementing a scaled (low-touch) onboarding or account management program; SaaS experience preferred
• Experience with a customer success CRM such as Gainsight or Totango
• Strong work ethic, prioritization skills, and high emotional intelligence for this demanding, high-visibility position
• Solutions-oriented mindset with strong problem-solving skills
• Comfort in a fast-paced, performance-based, and change-heavy environment
• Strong bias for action, ability to think big, with insistence on high standards
• Bachelor's degree from a 4-year institution

How We Work With You

Candidates apply directly through Get A Job.ai. Our recruiting team will screen qualified applicants and coordinate interviews with our client. We ask that you do not contact the client directly during the process—we will manage all communications and advocate on your behalf throughout.

Pay

Annual on-target earnings (OTE) for this position: CAD $134,172.50–$173,635, depending on city of residence within Canada. Our client offers comprehensive benefits including flexible remote work, professional development stipend, health benefits, and parental leave.

Equal Opportunity
Get A Job.ai is committed to inclusive hiring practices. We welcome applicants from all backgrounds and provide equal employment opportunity without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, protected veteran status, disability, age, or other protected characteristics.