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Manager of Customer Success
13 hours ago
As a Manager of Customer Success, you will lead and inspire a team of Customer Success Engineers managing a proactive, customer-results-focused Customer Success motion. You will be responsible for guiding the team, anticipating customer needs, driving measurable outcomes, and delivering consistent value across the customer lifecycle. You will act as a people leader, coach, and change agent, balancing team development, customer outcomes, and cross-functional collaboration. This role plays a critical part in shaping how Feroot Security partners with customers and ensures Customer Success is viewed as a strategic driver of adoption, retention, and growth.
What You’ll DoLead, coach, and develop a team of Customer Success Managers, fostering a culture of accountability, innovation, and customer focusEstablish a clear vision for Customer Success and translate that vision into daily behaviors, workflows, and execution standardsDrive a shift from reactive issue management to proactive engagement, risk identification, and value realizationEnsure consistent execution of the customer lifecycle from onboarding through renewal and expansionPartner with the team to define customer goals, success criteria, and measurable outcomesIdentify adoption barriers and customer risks early, ensuring action plans are in place before issues escalateAct as an escalation point for complex or high-risk customer situations, supporting structured account recovery effortsLeverage customer data and insights to guide prioritization, engagement strategies, and decision-makingProvide clear visibility into customer health, adoption, and outcomes for leadership and cross-functional teamCollaborate closely with Sales, Renewals,Marketing, Product, Support, to deliver a unified customer experience;Advocate internally for customer needs and outcomes to influence product improvements and operational enhancements;Lead change effectively as products, processes, and business models evolve.
Requirements
(Must-Have)5+ years managing global Customer Success teams providing 7x24x365 service levelsExperience building and managing Sales to Customer Success process and hand-offsExperience building and managing customer onboarding process driving to outcome achievement against outcomesAbility to speak to customers in business and technical languageA strong strategic vision for the customer experience,, and customer supportDevelop delivery models that align with current customer segments, deliver customer value and scale with growth projectionsA strong customer advocate with the ability and willingness to engage directly with customersAbility to communicate well with individuals, teams, partners and at industry level eventsA track record of developing and mentoring great talent, and building and motivating high achieving teamsThe skills to be a data-driven decision maker, with a willingness to experiment and iterateEffective and productive collaborator to drive cross-functional initiativesEmpathy, humility and listening skillsPreferred Skills (Bonus)Familiarity with compliance frameworks such as PCI DSS 4.0 and HIPAA.
Experience
with privacy and regulatory standards like CCPA and GDPR. Knowledge of containerization, AWS, and modern development best practices.
Experience
with relational databases and SQL. Type: Full-TimeLocation: Toronto, Canada (downtown) and remote #J-18808-Ljbffr
