Customer Success Manager

About This Opportunity

We are representing a confidential SaaS organization in their search for a Customer Success Manager based in Canada. In this role, you will own the post-sale relationship for a portfolio of customers, focusing on driving measurable value, product adoption, retention, and revenue growth.

You'll serve as a trusted advisor throughout the customer journey, developing deep understanding of business priorities, desired outcomes, and evolving needs. Using customer insights, product adoption signals, and stakeholder relationships, you will proactively identify opportunities, address risks, and strengthen long-term customer relationships.

The ideal candidate is results-driven, customer-focused, and comfortable navigating complex customer organizations with strong Customer Success fundamentals and demonstrated experience owning renewals and delivering measurable retention outcomes.

Responsibilities

• Build and maintain strong relationships across customer organizations, serving as a trusted advisor to business leaders, executive sponsors, administrators, and key stakeholders
• Own a portfolio of customers and proactively manage customer health, adoption, value realization, stakeholder engagement, renewal readiness, and retention risk
• Develop and execute Mutual Success Plans that connect solutions to customer priorities, desired outcomes, and measurable business value
• Own customer renewals across your portfolio, including developing renewal strategies, assessing renewal likelihood, identifying and mitigating risks, leading renewal conversations, and coordinating cross-functional actions
• Lead strategic customer engagements, including Business Reviews and value conversations, that demonstrate outcomes, uncover changing needs, and strengthen stakeholder alignment
• Partner closely with Sales and cross-functional teams to develop and execute account strategies supporting retention, successful renewals, and growth opportunities
• Use product usage, customer sentiment, business context, and engagement signals to prioritize actions and proactively address accounts requiring intervention

What We're Looking For

Required:

• 4+ years of experience in B2B SaaS Customer Success, Account Management, or comparable post-sale customer-facing role with demonstrated success managing a portfolio of customers
• Recent experience directly managing or materially influencing customer renewals and retention, with measurable examples of renewal, retention, or churn-reduction outcomes
• Demonstrated ability to identify customer risk, diagnose underlying causes, build mitigation plans, and take proactive action to improve retention outcomes
• Experience building and maintaining strategic relationships across multiple levels of a customer organization, including executive and senior-level stakeholders
• Strong business acumen and ability to connect product adoption and usage to customer objectives, measurable outcomes, and business value
• Strong analytical and problem-solving skills, with experience using quantitative and qualitative customer signals to assess health, prioritize portfolios, and make informed decisions
• Ability to navigate complex customer situations and collaborate cross-functionally with Sales, Product, Support, Legal, and Finance teams

Preferred:

• Experience in a Customer Success model where CSMs have direct accountability for or significant influence over renewal rate, gross retention, or recurring revenue outcomes
• Experience managing strategic or enterprise customer relationships with multiple stakeholders and complex decision-making processes
• Demonstrated experience successfully retaining at-risk customers facing challenges such as declining adoption, budget pressure, competitive threats, organizational change, or product consolidation
• Experience developing and presenting executive-level business reviews and value narratives that connect customer outcomes to continued investment
• Experience working across a portfolio of SaaS products and quickly developing product and technical knowledge to advise customers effectively

How We Work With You

When you apply through Get A Job.ai, our talent team will review your application and conduct an initial screening. If there's a strong match, we'll submit your profile to our client for consideration. Please do not contact the client directly—all communication and coordination will flow through Get A Job.ai to ensure the best candidate experience.

Pay

This position is based in Canada. Compensation details will be discussed during the screening process with our recruiting team.

Equal Employment Opportunity

Get A Job.ai is committed to creating a diverse and inclusive recruitment process. We welcome applications from all qualified candidates regardless of race, color, religion, sex, national origin, age, disability, or any other protected characteristic.