Senior Manager Customer Success

Why BoomerangFX?

BoomerangFX is more than just a tech company—it's a movement revolutionizing private-pay healthcare. Recognized on
Deloitte's Fast 500
as one of
North America's fastest-growing tech companies
(6th in Canada, 23rd in North America), we've scaled over
8,000%
and are on track for an
IPO
.

With headquarters in Miami and offices spanning the Canada, the UK, Australia, and Barbados, BoomerangFX is a global enterprise backed by international private equity. We're honored as
Gartner's Disruptor of the Year
and have built a recession-resilient business model in a rapidly expanding market which reflects our bold ambition to
dominate the healthcare technology landscape
as a global leader in practice management software and digital marketing solutions.

At BoomerangFX, we empower medspas, cosmetic surgery clinics, dermatology practices, dental offices, vision clinics, and more with an all-in-one SaaS platform. Our solutions streamline
practice management
,
EMR
,
scheduling
,
lead generation
, and
digital marketing
, helping hundreds of clinics boost revenue, improve efficiency, and enhance patient experiences.

Join us in a
high-growth, entrepreneurial
environment where you can make a real impact as we
disrupt the healthcare industry
and shape the future of practice management. If you're ready to challenge the ordinary, we want you on our team.

Position Overview

We are seeking a client-focused and results-driven
Senior Manager, Customer Success
to lead and scale the customer success function within our SaaS onboarding and client retention process. This role is ideal for a hands-on leader with experience managing customer success teams, optimizing onboarding workflows, and driving client satisfaction and adoption in a fast-paced SaaS environment.

You will oversee a growing
customer success team
, ensuring clients receive a seamless onboarding experience, personalized support, and measurable outcomes using the BoomerangFX platform.

The ideal candidate has
3–5 years of experience
in a SaaS or SaaS implementation environment, strong leadership and communication skills, and a passion for building long-term client relationships. Experience with
ChurnZero
or similar customer success tools is strongly preferred.

Key Responsibilities

• Lead, coach, and manage
  a high-performing customer success team, ensuring accountability, client satisfaction, and retention.
• Oversee data migration reviews
  to ensure accuracy, integrity, and smooth transitions for clients moving from legacy systems to the BoomerangFX platform.
• Drive client adoption and engagement
  , ensuring customers realize full value from the platform through structured onboarding, training, and proactive success management.
• Collaborate cross-functionally with Product, Engineering, and Operations teams to address client needs and enhance the customer experience.
• Implement scalable processes
  to improve onboarding efficiency, retention rates, and overall client satisfaction.
• Utilize
  ChurnZero
  to monitor customer engagement, health scores, and success metrics to proactively manage relationships.
• Analyze client feedback, identify trends, and recommend strategies for continuous improvement in service delivery and customer outcomes.
• Develop and enforce
  standard operating procedures (SOPs)
  , success playbooks, and quality benchmarks for the customer success function.
• Act as an
  escalation point
  for complex client issues and ensure timely resolution in collaboration with internal teams.
• Regularly report on customer success metrics and recommend improvements to increase adoption, satisfaction, and renewals.

Qualifications

• 5+ years of experience
  in Customer Success, SaaS implementation, or client onboarding roles within a SaaS environment.
• Experience managing a team
  of 10 or more customer success professionals.
• Strong track record of
  driving adoption, retention, and satisfaction
  for software or technology clients.
• Exceptional
  communication, leadership, and relationship management
  skills.
• Proficiency with
  ChurnZero
  or similar customer success and CRM tools.
• Strong
  project management
  and organizational skills, with the ability to oversee multiple client engagements simultaneously.
• Experience developing and maintaining
  processes, quality standards, and customer success frameworks
  .
• Ability to work collaboratively across multiple departments to deliver client outcomes.

Nice to Have

• Background in
  high-growth SaaS or technology companies
  .
• Familiarity with
  data-driven customer insights or analytics platforms
  .

What's in it for You:

At BoomerangFX, we provide the opportunity to thrive in a hyper-growth, game-changing environment.

• Competitive Salary:
  $80,000 - $95, % bonus.
• Entrepreneurial Mindset:
  We encourage ownership, innovation, and collaboration, giving you the opportunity to drive meaningful change.
• Growth-Driven:
  We foster a collaborative culture where every team member is valued. You'll work alongside passionate individuals committed to achieving ambitious goals together.
• Competitive Salary and Benefits:
  Comprehensive benefits including health, dental, and vision coverage, and performance-based bonuses.
• Rewarding Excellence:
  High performers are recognized and rewarded with generous incentives and advancement opportunities.

Accessibility Statement:

BoomerangFX is an equal opportunity employer committed to diversity and inclusion. We welcome applications from all qualified individuals for our career opportunities and are dedicated to accommodating people with disabilities. If you need accommodation at any stage of the application process, please contact us