Customer Success Supervisor, SaaS Software Solutions

5 days ago

Etobicoke Ontario, Canada Executive Alliance Full time

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.

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.

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