Customer Success Supervisor, SaaS Solutions
3 days ago
Executive Alliance is pleased to represent our client who are a fast growth IT service management solutions provider with over 4,000 global customers where their platform is used daily by over 100,000 system administrators, impacting the daily working lives of over 9 million end users.
They are seeking a proactive, relationship-driven
Customer Success Supervisor
to guide and mentor a global team of Customer Success Managers (CSMs) while also owning a strategic portfolio of customers yourself. This role blends leadership, operational excellence, and hands-on customer engagement.
Job Description
Executive Alliance is pleased to represent our client who are a fast growth IT service management solutions provider with over 4,000 global customers where their platform is used daily by over 100,000 system administrators, impacting the daily working lives of over 9 million end users.
They are seeking a proactive, relationship-driven
Customer Success Supervisor
to guide and mentor a global team of Customer Success Managers (CSMs) while also owning a strategic portfolio of customers yourself. This role blends leadership, operational excellence, and hands-on customer engagement.
NOTE: This role sits 4 days near Etobicoke, ON, Canada in greater Toronto with Fridays being remote.
This is not a remote role, with ideal applicants being accessible to downtown Toronto.
Who You Are
- You're empathetic, customer-centric, and skilled at understanding both client and team needs.
- You motivate others through clear communication, creativity, and a collaborative spirit.
- You operate with strong ownership and accountability, ensuring high-quality execution.
- You thrive in fast-paced environments and can prioritize effectively across multiple initiatives.
Job Requirements
Your Responsibilities
Player–Coach Responsibilities
- Manage your own customer portfolio, overseeing the full post-sale lifecycle and fostering long-term relationships.
- Develop growth and expansion strategies within your accounts.
- Clearly articulate product value and drive adoption across customer organizations.
- Support customer satisfaction, retention, and long-term success through proactive engagement.
Leadership Responsibilities
- Lead, mentor, and support a global team of Customer Success Managers.
- Build a positive, collaborative team culture focused on innovation and continuous improvement.
- Identify opportunities for growth within your team's customer portfolios.
- Partner closely with cross-functional teams to share customer insights and influence product evolution.
- Monitor key issues, ensuring timely communication, escalation, and resolution both internally and externally
Requirements
- 6+ years in B2B software customer success, preferably in SaaS or AI-driven products.
- 2–3 years of experience managing and developing Customer Success teams.
- Proven track record of delivering customer-focused solutions and achieving business objectives.
- Strong leadership qualities—proactive, accountable, thoughtful, and hands-on.
- Experience working in fast-paced, high-growth technology environments.
- Bachelor's or Master's degree in a relevant field.
- Excellent communication, relationship-building, and interpersonal skills.
- Solid understanding of SaaS models, metrics, and post-sales operations.
Contact Details
Doug Wald
Vice President of Recruiting
Executive Alliance
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