Manager, Customer Success

3 weeks ago

Ottawa, Canada Tadaweb Full time

**Tadaweb is a scale-up technology company providing an open-source intelligence (OSINT) platform that magnifies the impact of investigative and analytical teams. Over the past 10 years, Tadaweb has become a leader in the collection and enrichment of information to scale intelligence. Our SaaS platform follows ethical principles, only relying on publicly available information.**

**We are looking for a Manager of the Customer Success team, in our Canadian business. You get to be called a Ninja Manager**

**Scope of work**:
You will be responsible for customer success with public sector customers in Canada. You will lead a team of OSINT tradecraft experts, who we call Information Ninjas and who provide customers with new user training, use-case research, product feedback and tradecraft assistance.

You will oversee the Ninja team’s relationship with customers in the Canadian market and ensure a proactive, consultative approach with a view to increasing existing customers’ usage of the platform. In partnership with the sales team, you will anticipate and assess risks and opportunities in order to successfully secure contract renewals and identify expansion opportunities.

You will report to the Executive Director of Canada. Locally you will work closely with the Canadian business development manager. Globally you will collaborate with fellow Ninja Managers in France and UK and product managers in France and Luxembourg.

**Your profile**:

- Extensive experience in the Canadian national security community
- Significant knowledge of open-source intelligence, wider intelligence disciplines, cyber or law enforcement
- Experience leading a team and passionate about developing people
- You will have an entrepreneurial spark, a desire to win, and act with the principles of integrity and honesty
- You must qualify for a Top Secret security clearance
- Fluent in English

**You get bonus points if you have any of the following**:

- Customer success management experience in a SaaS
- Track record of developing strategies to increase usage of a software platform and successful change management of its deployment
- Experience in an enterprise, and/or a rapidly growing tech company
- Worked in the production of intelligence in the public or private sectors.
- Technologist with an understanding of the information domain
- Understanding of how the public safety and national security community in Canada is organised, their policy frameworks, and the technology challenges they face.
- Fluent in French
- Enjoy drinking a good beer or glass of wine:

- )

**Our offer**:

- The opportunity to lead in a growing tech company, well-funded from sustainable organic growth along with recent private equity investment.
- The chance to join a human-focused company that genuinely cares about its employees and core values.
- A focus on performance of the team, not hours at the desk.
- A social calendar including family parties, games nights, annual offsites, Christmas events and more, with an inclusive approach for both younger professionals and parents.
- Our office is in Ottawa’s downtown, with facilities for our teams, training and seeing customers.

This role will be based in the Tadaweb Ottawa office with some initial training requiring travel to Europe to meet colleagues and learn the role.

**Our culture**:
Our company culture is driven by the core values of family first, nothing is impossible and work hard, play harder. There’s a healthy and positive culture to care about employee wellbeing by creating a great workplace, which shows up in the investments we make in our offices and social perks. Our leaders aspire to the philosophies of extreme ownership, and servant leadership.

The sales and customer success culture we are building is based on integrity, professionalism, and commercial insight. We want to earn the trust of our customers through behaviours of honesty, clear thinking, and offering creative solutions. We look for high achievers who want to simultaneously help customers solve problems and pursue Tadaweb’s continued success.

Ninja

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