Customer Success Leadership Role

4 days ago

Ottawa, Ontario, Canada Assent Full time

Job Overview

The Senior Manager, Customer Success role is a critical leadership position at Assent. We are seeking an experienced and strategic leader to oversee our multifaceted Customer Success team.

About the Team

The Customer Success team is responsible for ensuring strong customer delivery outcomes through successfully managed projects and initiatives within the Customer Experience department.

About You

We are looking for a talented individual with 5-8 years of experience in customer success management, consulting, or project management roles. As a seasoned leader, you will have a minimum of 4 years of experience mentoring and/or leading teams.

Your Key Responsibilities

  • Team Management: Manage the day-to-day operations of the Customer Success team, including recruiting, coaching, mentoring, and engaging a Customer Success Management team that raises the bar for customer success and satisfaction.
  • Resource Planning: Anticipate, plan, and manage resourcing requirements to optimize satisfaction and workloads for Customer Success teams under your management.
  • Cross-Functional Collaboration: Work with cross-functional management teams to support escalations as required.
  • Communication: Regularly engage in skip-level meetings to ensure alignment and foster open communication, maintaining direct connectivity with team members at all levels.
  • KPIs and Insights: Establish and refine consistent management standards across the Customer Success organization, track and report on important business KPIs, and provide actionable insights and recommendations that drive process and workflow improvements.
  • Feedback and Recommendations: Provide timely and valuable feedback and recommendations to leadership on the requirements and needs of your function to meet objectives.

Requirements and Qualifications

  • Experience: 5-8 years of experience in customer success management, consulting, or project management roles.
  • Leadership: Minimum of 4 years of experience mentoring and/or leading teams.
  • Skills: Strategic and business-minded, with excellent time management and organizational skills.

Benefits

  • Salary: The estimated salary for this role is $120,000 - $160,000 per annum, depending on location and experience.
  • Vacation Time: Comprehensive benefits packages, life leave days, and more.
  • Lifelong Learning: Professional development days available from day one.
  • Diversity and Inclusion: Assent is committed to growing and sustaining an environment where all team members feel included, valued, and heard.

Why Join Us?

Assent is a dynamic company dedicated to providing exceptional customer experiences. We offer a competitive salary, comprehensive benefits package, and opportunities for growth and development.

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