Customer Success Manager

Customer Success Manager, Strategy and Insights
Future Role Recruitment
We are seeking a Customer Success Manager, Strategy and Insights to strengthen customer relationships, drive adoption, and support long term value across a diverse customer portfolio. This role is centered on helping customers achieve meaningful outcomes, using data and insights to guide strategy, improve customer health, and support renewals and expansion. You will act as a trusted advisor, partnering closely with customers and internal teams to elevate the customer experience and maximize product value.

What You Will Do
Customer Relationship Management and Advocacy

• Serve as the primary post-sales partner for customers, building strong, trusted relationships with key stakeholders.
• Lead strategic conversations, business reviews, and success planning sessions that align customer goals with product capabilities.
• Act as the customer advocate internally, ensuring their needs and feedback influence product, support, and operational decisions.

Adoption, Engagement, and Value Realization

• Guide customers through onboarding, implementation, and ongoing adoption to ensure they achieve measurable outcomes.
• Monitor customer health and proactively address risks, blockers, and gaps in adoption.
• Recommend best practices, new features, and workflow optimizations that increase product utilization and customer satisfaction.

Retention, Renewal, and Expansion

• Own renewal readiness by maintaining strong relationships, clear success plans, and proactive risk mitigation.
• Identify expansion opportunities by uncovering new use cases, unmet needs, and areas where customers can derive additional value.
• Partner with Sales to support expansion conversations and ensure seamless handoffs.

Customer Insights and Strategic Guidance

• Use customer data and product usage insights to guide strategy, improve engagement, and strengthen customer outcomes.
• Conduct deep dive analyses on customer behavior, adoption trends, and lifecycle performance to uncover opportunities for improvement.
• Translate insights into clear recommendations for customers and internal teams.

Cross Functional Collaboration

• Work closely with Product, Sales, Marketing, Support, and Data teams to ensure alignment on customer needs and priorities.
• Share customer insights that influence product roadmap decisions, enablement programs, and customer communications.
• Support internal teams with context and data that improve customer experience and operational efficiency.

Planning, Forecasting, and Measurement

• Support renewal forecasting and account planning using customer health indicators and lifecycle insights.
• Track the impact of customer programs and measure outcomes against KPIs such as adoption, retention, and engagement.
• Recommend improvements to onboarding, lifecycle touchpoints, and customer programs based on data driven insights.

Who You Are

• Bachelor's degree in Business, Analytics, Communications, or a related field, or equivalent experience.
• More than five years of experience in Customer Success, Account Management, or a related customer facing role.
• Strong relationship builder with experience managing a portfolio of customers in a SaaS or digital product environment.
• Comfortable using Customer Success platforms such as Gainsight, Totango, Catalyst, ChurnZero, or Planhat.
• Skilled in analyzing customer data using Excel, Google Sheets, or BI tools such as Tableau, Looker, or Power BI.
• Excellent communicator with strong presentation and storytelling abilities.
• Highly organized, detail oriented, and able to manage multiple priorities in a fast moving environment.
• Deep understanding of SaaS and subscription KPIs including retention, lifetime value, churn, adoption, and engagement.

Compensation
Canada Salary Range:

$75,000 to $95,000 base salary, depending on experience and impact potential.

Total compensation may include performance bonuses tied to customer outcomes, retention, and portfolio growth.

Diversity, Equity, Inclusion, and Accessibility
We welcome candidates with diverse backgrounds and career paths. If your experience aligns closely with this role, we encourage you to apply. Accommodations are available throughout the hiring process upon request.